Customer Engagement 4 min read
Measuring Viral Distribution
Explanations are explanations, promises are promises, diagrams are diagrams… but only performance is reality. Let’s look at how to measure…
The Intercom Blog
Articles and Podcasts on Customer Service, AI and Automation, Product, and more
Product & Design 2 min read
Designing for Viral Distribution
At some point every product owner ponders how to make it go viral, as a thought experiment if nothing more….
Sales 4 min read
The orange juice test
Spending money is very easy. Spending money effectively is very hard. There are lots of dodgy people & service providers…
Product & Design 1 min read
TALK: From Data to Insight
Most analytics tools and applications focus on two things: tracking data that is easy to measure, and showing visualisations that…
Customer Service 2 min read
Product Demos That Don’t Suck
Product demos can be a great marketing tool when they focus on giving the attendees a fantastic experience. Customers should…
Customer Engagement 6 min read
Surviving and thriving in two-sided markets
Any product serving two distinct sets of users is addressing a two-sided market. eBay connects buyers and sellers. Google connects…
News & Updates 4 min read
Welcoming Macey, Jeff, and Frantisek
One of the funny things about growing a startup team is that the old adage “many hands make light work”…
Product & Design 2 min read
Prioritising Features: Who’ll Use It & How Often?
The Swiss Army knife is a remarkable product. By combining many products of low utility, it becomes a product of…
Customer Engagement 1 min watch
All content is marketing
Everything you write should be crafted with the intention of selling, educating, or increasing customer loyalty. The phrase “Content Marketing”…