Product & Design 2 min read
Are you being Clear, or Clever?
Situation: You’ve built a great feature that solves a real problem that you know your users have. They’re not using…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Customer Engagement 1 min read
Creative advertisements
Understanding the value of offline advertising is messy. Billboards, for example, are priced based on how many cars drive past…
Product & Design 7 min read
The Future of Email Products
The last significant innovation in email came 8 years ago with Gmail which introduced conversation threading, gigabyte storage, speed, powerful…
Product & Design 3 min read
Deliberate product improvements
It’s risky to try to improve any part of a product without understanding the job that it does for customers,…
Product & Design 1 min read
Bad channels and the wrong customers
Problem: You’ve launched your product, it’s getting plenty of coverage. People are signing up, but no one is actually using…
Product & Design 2 min read
Designing sequences not stills
Designing software based on a checklist of screens can blind designers to the overall customer experience. To understand any individual…
Customer Engagement 2 min read
Overcoming customer inertia
To create an anxiety relievable only by a purchase… that is the job of advertising. Advertising increases familiarity, reminds consumers…
Customer Engagement 4 min read
What jobs does advertising do?
Advertising on the web is easy… just calculate how much money a customer is worth, then find a way to…
Product & Design 5 min read
Asking questions beats giving advice
Advising any business is hard. I’m hesitant to do it. It’s all too easy to give bad advice, which steers…