Using Intercom as a tool for design helps the author base their work on data and evidence of real customer needs and problems, rather than assumptions and guesswork. The author has learned to use Intercom to better understand customer feedback by analyzing conversations and messages sent by users, identifying common themes and pain points, and gathering insights that inform product roadmap decisions. Additionally, Intercom is used to analyze user behavior, such as why users choose one messaging tool over another, and how designers can use this information to improve their designs and create a better user experience. Overall, the author emphasizes the importance of incorporating customer feedback into the design process and using tools like Intercom to facilitate this process.