This year at Intercom has been marked by significant growth, innovation, and a commitment to customer obsession. Despite the challenges posed by the pandemic, the company has continued to launch new features, expand its workforce, and invest in research and development. The team has also prioritized building a strong company culture, including updating its brand design, fostering a culture of low-risk learning, and sharing its values with all employees. Intercom's approach to innovation emphasizes understanding different levels of innovation and focusing on product-market fit, while also leveraging automation in self-serve support to boost the bottom line. The company has also made significant strides in mental health care accessibility, particularly through its partnership with Little Otter, a mental health service designed for children. Overall, Intercom's commitment to customer success and its focus on innovation have enabled it to thrive despite the challenges of 2021.