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Intercom’s product principles: How connected, modular systems help us to focus on important decisions

Intercom, Inc.

For example, here’s a system design diagram that we used to design our Articles product. System design for Intercom Articles. Intercom customers can set up automated messages to engage their customers when they match certain criteria. Differentiate with connected systems. Typically it’s presented as a diagram.

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What we shipped: 5 new features to help build a differentiated customer experience

Intercom, Inc.

At Intercom we think a lot about what it means to deliver a differentiated customer experience. Another key piece in delivering a differentiated customer experience is the Inbox. Conversations started on Help Center articles will no longer be included. This provides a more holistic view of your team’s efficiency.

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Product Management Roles: Whose Job is it? [+Webinar]

280 Group

You can think of the differentiation as “inbound” vs. “outbound.”. The Product Marketing Manager owns “outbound” communication – messages to the market that drive motivation to acquire the product. You can learn more about how these roles should work together in this helpful article: Product Manager vs Product Marketing Manager.

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How customer support can keep up with customer expectations

Intercom, Inc.

Tristan received an automated transaction message: his credit card was just used at a convenience store 20 mins away! A 2017 Fortune article, “Those Annoying Chatbots Can Save Business Billions,” highlighted research findings that chatbots could help customer service teams save more than $8 billion by the year 2022.

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Found in translation: How multilingual support helps you scale customer experiences

Intercom, Inc.

There is a lot of opportunity to differentiate yourself with multilingual support; 35% of end users would even be willing to switch products to one that offers support in their native tongue! Customers then see a message in their native language. Intercom Articles can automatically translate your help center.

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Disabled Buttons UX?—?Usability Issues and How to Avoid Them

UX Planet

Disabled Buttons UX — Usability Issues and How to Avoid Them This article describes the impact of disabled buttons on the overall user experience (UX). No focused state As mentioned by Adam Silver in this article related to problems of disabled buttons UX , disabled Buttons don’t have a focused state.

UX 98
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What is proactive support?

Intercom, Inc.

But now that customer experience has become a critical differentiator for modern consumers, this reactive approach to customer support is no longer good enough. Using clever features like outbound messages , banners , product tours , and more, you can provide customers with the help they need before they have to contact your team.