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...

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...

The question of what it takes to become an expert has occupied psychologists for decades. As user onboarding and customer success have...

As your product evolves and changes over time, you’ll invest money and time in new features, big product launches and expensive release...

We’re strong proponents of the idea that successful onboarding is about finding the common ground where both you and your customer get...

Even if your customer onboarding has a solid foundation and a proven thesis, it’s important to continually assess the contexts that...

As a product scales the customer onboarding experience inevitably increases in complexity. The different teams responsible for different...

The shift away from one-time transactions toward recurring revenue has made user onboarding the critical step in scaling a product...

Hiring great people is expensive. Losing them because you didn’t provide them with enough support to get up to speed will cost you...

Giving every customer an amazing support experience is a challenge. It’s especially true in the early days of a startup, when resources...

When you’re focused on growth, it’s not unusual to dote on your trial customers in hopes they will convert. However, it’s a mistake to...

When accounting software startup ProfitBooks grew to more than 1,000 customers in a matter of weeks, things got hectic. Like many...

To message or not to message new users, that was the burning question facing the team at Magoosh, so they used Intercom to find out what...

Finding the right tone for your customer communications can be tough. A/B testing messages in Intercom lets you quickly see what messages...

Launching a successful feature demands the same skills as launching a successful product. The difference is that you also have to...

Much has already been said about the importance of getting users, and about converting and retaining them. However, most of the time,...

You can’t force a relationship with a customer without being pushy, awkward, or intrusive. So how is it done? … Sociologists argue that...

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...

When everyone involved in building a product are also using the product themselves, they’re said to be ‘dogfooding’. Dogfooding empowers...

CircleCI had a problem. New sign-ups were hitting a roadblock early on, and were quitting out. A well timed message to those customers...