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
Strategies for providing next-generation service for today’s customers
Customer Service 5 min read
How Mention Increased Activation Rate by 50%
Much has already been said about the importance of getting users, and about converting and retaining them. However, most of…
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…
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…
Customer Service 2 min read
Analyzing Abandonment in Your Product
Conversion rates and usage patterns will cause you many a sleepless night. Your team deploys a new feature or flow,…
Customer Service 2 min read
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…
Customer Service 3 min read
The Danger of Dogfooding
When everyone involved in building a product are also using the product themselves, they’re said to be ‘dogfooding’. Dogfooding empowers…