
Onboarding for business: How to help groups of users find success
Onboarding a company to your product is different from onboarding an individual user. It requires many people across departments to get...

How B2C companies are using live chat to drive sales and offer a personalized customer experience
For online businesses, customer experience is king. It can be pretty simple if you listen to what your customers want, which usually...

How marketers are using Custom Bots to drive more engagement
We believe that conversational bot technology will be transformative for the businesses that embrace it today. Bots have the power to...

5 customer acquisition strategies for winning new customers
You can spend months working on a great idea, pour tons of time and energy into crafting the perfect marketing strategy, but without...

Announcing our latest book – The Growth Handbook
We’ve just launched our latest book, The Growth Handbook. If there’s one perennial problem all businesses face, it’s this: how do we...

Take the wheel and choose your own career direction
We all like to think we’re the drivers of our own life. We intuitively feel that we are choosing the route, direction and speed of our...

What to expect: your first few months as an Intercom engineer
The offer email I received from Intercom ended with the line “Join us to do the best job of your career”. My first thought was that it’s...

Finding the right challenge
What does it mean to be challenged? I’ve found the greatest satisfaction in life comes from times I’ve pushed myself to try something...

Trajectory matters more than state
When you analyze your company it’s easy to look at everything in its current state. What’s our biggest problem today? What’s our best...

The golden rule of A/B testing: look beyond validation
A/B tests provide more than statistical validation of one execution over another. They can and should impact how your team prioritizes...

When your company grows, it’s time for you to grow too
In some of my previous workplaces, it was quite common among engineers to hear that the company was growing too fast. You may be familiar...

The power of payback periods in online advertising
There’s a common misconception among SaaS marketers and analysts about measuring the success of online advertising campaigns – and it...

How to make sure you’re hiring the right people
Recruiting at a startup is a high stakes game. Attract and hire bright, ambitious people who are excited by your mission and it’s like...

Killer user onboarding starts with a story
Want more people to adopt your product? Make sure you know what progress looks like in your user’s life, not just on their screen. When...

Spending money to make money in online advertising
Word of mouth can only take a startup so far, which means advertising is an inevitable investment. So how do you advertise profitably? It...

4 strategies to increase user engagement
The definition of an “engaged user” varies from product to product. For a to-do app an engaged user should be logging in every day to add...

Finding the metrics that matter for your product
Startup literature is full of ardent advice on how to measure activation, engagement and how users are interacting with your product....

Customer support is an investment, not a cost
There’s no escaping the fact that supporting your customers costs money, but how much money can you afford to spend while optimizing for...

Day Zero: A new way to define customer success
We’re strong proponents of the idea that successful onboarding is about finding the common ground where both you and your customer get...