---
title: "Get To Know Your Users - The Intercom Blog"
description: "Startups need a comprehensive view of their users, but customer information is often scattered across separate systems like databases, support apps, and emails, creating data silos. Intercom today launched a unified user profile screen that aggregates profile data (e.g., company role), business data (e.g., plan), activity data (e.g., login frequency), and communication data (e.g., past conversations) into one authoritative view. This screen answers key questions such as who the user is, how often they use the app, whether they have seen announcements, and if anyone has spoken with them recently. When customer data is siloed, companies may email inactive users or ignore influential signups, costing them customers and leaving them clueless about churn. By simplifying user research by an order of magnitude, the tool enables proactive, targeted communication that improves loyalty and changes how products are designed."
---

# Get To Know Your Users - The Intercom Blog

[Intercom](https://yomu.fyi/company/intercom) · Oct 8, 2026

**Type:** Announcement

## Summary

Startups need a comprehensive view of their users, but customer information is often scattered across separate systems like databases, support apps, and emails, creating data silos. Intercom today launched a unified user profile screen that aggregates profile data (e.g., company role), business data (e.g., plan), activity data (e.g., login frequency), and communication data (e.g., past conversations) into one authoritative view. This screen answers key questions such as who the user is, how often they use the app, whether they have seen announcements, and if anyone has spoken with them recently. When customer data is siloed, companies may email inactive users or ignore influential signups, costing them customers and leaving them clueless about churn. By simplifying user research by an order of magnitude, the tool enables proactive, targeted communication that improves loyalty and changes how products are designed.

## Context

Intercom aims to help startups understand their users by surfacing all relevant customer information in a single screen.

## Approach / What changed

Intercom introduced a unified user profile screen integrating profile, business, activity, and communication data, reducing the time needed to research customers by an order of magnitude.

## Takeaways

- Customer information falls into four categories: profile data, business data, activity data, and communication data. Missing any category weakens your ability to understand and serve users.
- Siloed data across support, marketing, and analytics leads to mistakes such as sending marketing emails to users with open support tickets, which can cause customer churn.
- Making user research and communication drastically simpler enables targeted, in-context feedback that changes how you design products and interact with customers.

## FAQ

### Why is a single view of customer data important?

A single view prevents siloed thinking and mistakes like emailing inactive users or ignoring influential signups. It allows you to answer key questions about a user's identity, activity, and past communications.

### What is the difference between proactive communication and customer support?

Customer support reacts to reported problems, but most customers do not report issues. Proactive communication involves actively reaching out to understand and address problems before they lead to churn.

### How does simplifying user research affect product design?

When researching a customer takes just a few clicks, you can ask targeted users for feedback in their current context, removing guesswork and informing design decisions.

**Tags:** [Customer Data](https://yomu.fyi/topic/customer-data), [Customer Service](https://yomu.fyi/topic/customer-service), [Startups](https://yomu.fyi/topic/startups)

- Source: [Intercom](https://www.intercom.com/blog/get-to-know-your-users)
- Source URL: https://www.intercom.com/blog/get-to-know-your-users
- Ingested by Yomu: 2026-10-08T21:00:38.771Z

[Read original post](https://www.intercom.com/blog/get-to-know-your-users)