Product & Design 2 min read
Designing our new blog
Earlier this year we began investing in our blog, by hiring a full time editor and deliberately increasing our publishing…
communications
Customer Service 2 min read
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…
Customer Service 4 min read
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…
Customer Service 1 min read
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…
Customer Service 3 min read
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…
Customer Service 32 min watch
Improve your messaging in 2 minutes
Great writing is an art. Optimising it is a science. The best messages have both, but common sense will get…
Product & Design 3 min read
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; it’s all connected. Once…
Customer Service 3 min read
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…
Customer Service 2 min read
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…