News & Updates 4 min read
Your customers have mastered emoji. Now it’s your turn.
At Intercom, we’re always curious about how messaging shapes the way we communicate online with customers and website visitors. We’d…
News & Updates 4 min read
At Intercom, we’re always curious about how messaging shapes the way we communicate online with customers and website visitors. We’d…
Engineering 23 min listen
Lara Hogan is an engineering director at Etsy, the marketplace for buying and selling unique goods, and is probably best known for championing performance as part of the overall user experience.
Customer Engagement 3 min read
A badly-written email is about as effective as a love letter addressed “To whom it may concern.” Don’t waste your…
Customer Service 3 min read
Customer support at a growing startup can be incredibly challenging. As your user base grows, and new staff join every…
Customer Engagement 6 min read
When everything you ship presents a marketing opportunity, there’s a tendency to announce everything. Don’t do it. We’ve all heard…
Customer Service 6 min read
As your business grows and scales, it’s easy to lose touch with the problems your customers are experiencing, even the…
Customer Engagement 5 min read
Most of the writing on onboarding focuses exclusively on what’s happening on the interface. Advice on modals, tooltips, and gestures…
News & Updates 3 min read
Only a few years ago it seemed like Facebook and Google alone were battling it out to win the social…
Customer Engagement 1 min read
Word of mouth is the first traffic source. You can’t put a price on its value, and it sure as…