Intercom Case Study
How Intercom shows instead of tells
How Intercom's globally distributed team gives feedback faster by showing instead of telling.
Key Success Outcomes
Where Intercom saw the most impact
The Challenge
With teams split across San Francisco, Dublin, London, and Chicago, Intercom needed an easy way to collaborate across time zones — made harder by the hours of difference between offices.
"We use Zight primarily for handling feedback. We’re big advocates of the "show, don’t tell" principle at Intercom, and Zight helps us achieve that."
Geoffrey Keating — Content Marketing Manager, Intercom
The Zight Solution
Feedback on a project starts in Dropbox Paper, moves to Slack if a conversation is needed, and uses annotated screenshots and screen recordings whenever a change request needs to be precise — much clearer than writing out exactly which pixel or line needs to move.
The Results
Teams save time giving feedback with a screenshot or recording instead of writing a five-minute answer, and being able to show exactly what they mean cuts confusion and long back-and-forth threads — especially valuable across the time difference.
See what your team could measure.
Zight is free to start — no credit card, no install required to receive a recording.