The article highlights the importance of direct communication with users in product management, as few managers engage in such conversations. Many rely solely on analytics, which provides limited insight into user behavior and motivations. In contrast, Intercom's approach involves frequent, informal conversations with users, allowing for richer understanding of their needs and preferences. This enables more informed design and prioritization decisions, ultimately leading to better product outcomes. By leveraging Intercom or similar tools, product managers can break free from relying solely on analytics and gain a deeper understanding of their users' experiences.