How BCSocial increased engagement with Intercom
Finding the right tone for your customer communications can be tough. A/B testing messages in Intercom lets you quickly see what messages...
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Show, don’t tell, with GIFs
The gif is the cockroach of file formats. Every time we think it should die it re-appears with a new use case. In Intercom we create GIFs...
How to Educate & Persuade Customers
The most effective messages we see in Intercom either educate or persuade customers. Let’s talk about why they work. If you want users to...
Make Every Word Matter
The same companies who produce lengthy, hard-to-read press releases create bloated, hard-to-understand products. It’s no coincidence;...
Customer Support: Always Easy, Never Necessary
Judge a company by how they treat customers, not prospects, because you’ll be a customer for a lot longer than you’ll be a lead in a...
The right type of customer conversations
Conversations with customers are valuable, but they have to be the right type of conversations – not merely questions about forgotten...
User Engagement in the First 30 Days
What happens in the first 30 days defines whether a new sign-up turns into a loyal customer, or is never seen again. Talking to customers...
Organizing For Content
How should organizations organize for content? Are brands really publishers? Very few have hired people with “content” or “editor” in...
Organizing For Content
How should organizations organize for content? Are brands really publishers? Very few have hired people with “content” or “editor” in...
Effective messaging: say the right thing at the right time
Communicating with a large user base is damn hard. Every product owner knows this. We’ve been doing our best to help Intercom customers...
Complex, but not Complicated
Situation: Your users know you provide a feature, and they want to use it. But when they approach it they’re intimidated by long forms,...
Are you being Clear, or Clever?
Situation: You’ve built a great feature that solves a real problem that you know your users have. They’re not using it though. Usually,...
The Future of Email Products
The last significant innovation in email came 8 years ago with Gmail which introduced conversation threading, gigabyte storage, speed,...
Designing first run experiences to delight users
40-60% of users who sign up for a free trial of your software or SaaS application will use it once and never come back. What follows is a...
Have You Tried Talking To Your Customers?
I remember daydreaming in the boardroom of a renowned university in Ireland while pretending to listen to a group of stakeholders argue...
Get To Know Your Users
It’s crucial for start-ups to know who uses their application and how. One of our goals with Intercom has been to surface this...
Automated emails & customer respect
Today we launched automated emails in Intercom. A feature that evokes the old Spider-Man quote: “With great power comes great...
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