Suppose you had the opportunity to change something at Intercom. What would you change?

Question Analysis

This question is designed to assess your ability to identify areas of improvement and propose constructive changes within an organization. It evaluates your understanding of the company, your problem-solving skills, and your ability to think critically and strategically. The interviewer is interested in how you approach potential challenges and your capacity to envision and implement improvements. This is a hypothetical scenario, so your answer should demonstrate creativity, insight, and a good understanding of Intercom's operations and culture.

Answer

Situation: At Intercom, effective communication between teams is crucial for delivering seamless customer experiences. While Intercom excels in many areas, I noticed that cross-departmental collaboration could be enhanced to improve project efficiency and innovation.

Task: I aimed to foster a more integrated communication strategy that encourages frequent and open dialogue between teams such as product development, sales, and customer support. The goal was to create a more cohesive environment that leverages diverse perspectives and expertise.

Action: I proposed implementing regular cross-departmental meetings and workshops, facilitated by a rotating team leader from each department. These sessions would focus on sharing insights, discussing ongoing projects, and brainstorming solutions to common challenges. Additionally, I suggested utilizing Intercom's own platform to create dedicated channels for inter-team communication and knowledge sharing.

Result: By promoting this initiative, teams would potentially experience enhanced collaboration, leading to faster problem-solving and more innovative solutions. This change could result in increased employee engagement and satisfaction, as team members feel more connected and valued. Ultimately, this improvement would reflect positively on Intercom's ability to deliver superior customer service and maintain its competitive edge in the marketplace.