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…
Des Traynor
Latest posts by Des Traynor
Sales 1 min read
The right type of revenue
Don’t confuse consulting revenue, one-time deals, or charity donations with actual recurring monthly product revenue. They’re very different beasts. Articles…
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 2 min read
Why Microsoft needs a new focus
For Microsoft to survive the gravitational pull of enterprise irrelevance, a lot of things need to change. Starting with focus….
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…
Product & Design 14 min read
An Interview with Andy Budd
We talked to Andy Budd about the role of design in startups, the difference between designers and stylists, and the…
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,…