Writing for Intercom, a selection
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New book: Intercom on Onboarding
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.
Our new book: Intercom on Customer 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.
Book 2: Intercom On Customer Engagement
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.
Design principles: a shared inbox for your team
We recently released a completely redesigned team inbox for Intercom to make it even easier for companies to talk with their customers.
Product Demos That Don’t Suck
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.
Getting Insight Into Your Userbase
There are 3 types of data that every product manager or application owner should have easy access to: User Activity, Product Usage, and Revenue.
Get To Know Your Users
It’s crucial for start-ups to know who uses their application and how.
Automated E-mails & customer respect
“Today we launched automated emails in Intercom. A feature that evokes the old Spider-Man quote: “With great power comes great responsibility”.”
Recent new features in Intercom
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.