Writing for Intercom, a selection

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New book: Intercom on Onboarding

September 13rd 2016, in News & Updates

The shift away from one-time transactions toward recurring revenue has made user onboarding the critical step in scaling a product company. Hence our latest book is all about onboarding.

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Our new book: Intercom on Customer Support

November 3rd 2015, in News & Updates and Support

Today we released our third book, Intercom on Customer Support. It explains how we think about customer support, and the principles we applied as we scaled our team to support over 8,000 customers in 85 countries.

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Book 2: Intercom On Customer Engagement

June 3rd 2015, in News & Updates and Support

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in.

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Design principles: a shared inbox for your team

July 31st 2014, in News & Updates and Support

We recently released a completely redesigned team inbox for Intercom to make it even easier for companies to talk with their customers.

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Product Demos That Don’t Suck

August 16th 2012, in News & Updates and Support

Product demos can be a great marketing tool when they focus on giving the attendees a fantastic experience. Customers should leave a seminar knowing how to kick ass at their job, not how to use an interface. Unfortunately, that’s rarely the case.

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Getting Insight Into Your Userbase

May 2nd 2012, in News & Updates and Support

There are 3 types of data that every product manager or application owner should have easy access to: User Activity, Product Usage, and Revenue.

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Get To Know Your Users

April 17th 2012, in News & Updates and Support

It’s crucial for start-ups to know who uses their application and how.

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Automated E-mails & customer respect

April 3rd 2012, in News & Updates and Support

“Today we launched automated emails in Intercom. A feature that evokes the old Spider-Man quote: “With great power comes great responsibility”.”

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Recent new features in Intercom

October 6th 2011, in News & Updates

We’ve had a phenomenal response to the product since we began our private beta back in June. It has been amazing to get such qualified feedback from such passionate app owners. We’re incredibly thankful for this, and we’ll talk about our superb beta customers in a separate post.

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