Intercom, Inc.

SEPTEMBER 22, 2021

We’ve had articles in the Messenger since the last major update in 2018. We’ve made it much easier for your customers to get what they need, and increased customer engagement with Articles by up to 3x”. A full-fledged Articles experience in the web Messenger. Vastly improved Articles in Messenger on mobile, too.

Article

Intercom, Inc.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Self-serve Support and bots to automatically answer all common customer questions, reducing inbound volume to support agents. This leads to more and more inbound support volume. This reduces inbound volume.

Customer Communications

Intercom, Inc.

APRIL 7, 2020

Below, we share how the outbreak has impacted three key support metrics – inbound volume, wait times, and CSAT scores – and advice from respected leaders on how to continue caring for your customers in a crisis. Inbound volume is spiking for half of support teams. The increased volume is affecting businesses of all types.

Customer Experience

Intercom, Inc.

JULY 28, 2021

or “Phone and email support are inefficient and causing my team to get swamped with inbound conversation volume, how can I fix this?” With self-serve support, your team can be empowered to provide support to more customers than ever before – and still reduce your inbound conversation volume. Getting set up for success.

Reporting Tools

The Product Coalition

MARCH 23, 2018

I have traditionally been a believer that any form of marketing other than what is classified as, “Inbound” is typically a waste of money and time. As I think about it however, I actually think that this idea of, “Inbound marketing” is actually a bit ridiculous. Their article then continues with: - “With your customer’s interests”?—?Inbound

Inbound

The Product Guy

JUNE 25, 2018

This article highlights a few ways to increase clarity and provide better role definition between a manager and a direct report as it pertains to daily situations involving escalations, blockers, and air cover. Guest Post by: Kennan Murphy-Sierra (Mentee, Session 6, The Product Mentor) [Paired with Mentor, Jordan Bergtraum].

Product Manager

Intercom, Inc.

DECEMBER 2, 2019

Inbound conversations are automatically translated in your preferred language by leveraging artificial and human intelligence. Intercom Articles can automatically translate your help center. With Intercom’s Articles , a multilingual help center is just the beginning. For example w?ith

Customer Experience

Intercom, Inc.

AUGUST 17, 2021

Not only does this create a better customer experience, it also helps to reduce inbound conversation volumes for your support team so they can focus on answering more complex, high-impact questions. “59% It reduces inbound conversation volume without sacrificing customer happiness. Here are three major benefits of proactive support.

Data Visualization

Intercom, Inc.

JULY 10, 2019

Today we’re launching three huge updates to our Articles and Custom Bots products to help you scale your support with Intercom. As a business grows, so does the number of inbound conversations they receive, often exceeding their real-time capacity to support. But there’s a problem. We think we’ve found a better way.

Branding

Intercom, Inc.

JANUARY 28, 2020

After trialling some other solutions, we chose Intercom because it centralizes inbound and outbound conversations without the friction that CRMs add.” . Speaking about the expansion, Dailius told us: “After we installed Intercom on our pricing page, we saw an 8% boost in inbound lead requests.”. For us, that solution is Intercom.

Customer Communications

The Product Coalition

MAY 23, 2022

This article will explain all the layers that comprise a metaverse after a brief explanation of the metaverse. While “pull” refers to an inbound system in which users actively seek out information and experiences, “push” refers to processes that notify users about the metaverse experiences that await them. What is Metaverse?

Customer Experience

Intercom, Inc.

APRIL 25, 2018

Before this, we’d invested a lot of time in features like article suggestions. Powered by our knowledge base product , it suggested articles to people after they typed a message. Instead of separating the Help Center, we wanted to fully embed the whole article search experience inside the Messenger.

Embedded Analytics

Intercom, Inc.

NOVEMBER 9, 2021

By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Customer Experience

Intercom, Inc.

OCTOBER 27, 2021

Many support teams implemented the funnel and saw game-changing results, including reduced inbound conversation volume, faster resolution rates, and enhanced CSAT. You can also dig a little deeper and see what specific self-serve support tools – articles or bots ? – are performing best for your team. Boosted conversation ratings.

Data Visualization

Intercom, Inc.

OCTOBER 16, 2019

At this level, your customer acquisition strategy needs to primarily be an organic one, based on inbound marketing, such as creating quality content that educates the market and attracts prospects to your site. If your application is a self-service one, focus on content and inbound marketing as your primary source of leads.

Strategy

Intercom, Inc.

JUNE 12, 2018

When responding to inbound conversations, you want to focus your time on the customers that matter most to your business. You can now use Messenger Apps, such as the Content Showcase app, Article Search, or Google Calendar Meetings app, in Operator’s follow-up actions based on the qualification data you collect.

User Testing

Intercom, Inc.

NOVEMBER 30, 2021

Proactive notifications: Article Inserter (built by Intercom). To protect your support team’s inbox and help your customers get faster resolutions, you can integrate the Article Inserter app with the Messenger. Knowledge base: Article Search (built by Intercom). and “Which messages are most effective?”

Technical Review

Intercom, Inc.

JULY 26, 2022

These bots can communicate in outbound efforts, or they can reply to inbound conversations. In some cases, conversational AI solutions can be trained on FAQs or knowledge base articles to resolve customer issues, and can even be programmed to give instant responses using the brand’s preferred voice and tone.

Artificial Inteligence

Intercom, Inc.

AUGUST 27, 2018

Whether you’re dealing with an inbound or outbound lead, this is a softball question that helps uncover your prospect’s motivations for checking out your product. For inbound leads I tailor the question to ask, “What drove you to request a demo?” This article originally appeared in Sales Hacker.

Product Research

Intercom, Inc.

MARCH 25, 2020

We’ve written about how you can manage your customer communications in a crisis detailing how you can proactively make it easier for your customers to get the answers they’re looking for, as well as on dealing with the inbound queries that you might be facing. Read this article for a complete guide to the Content Showcase app.

User Testing

The Product Coalition

JULY 25, 2021

I’ll answer the first question here, and the following two in my upcoming articles. Or how working on outbound product management would make them better inbound product managers. Growing Is Painful To start, we have to remember that growing in any profession isn’t easy. although that’s what the job requires.

Weak Development Team

Product Talk

OCTOBER 2, 2024

The campaign the team came up with included reaching out to a list of around 5,000 users from HiveMQ’s free plan, as well as several hundred marketing qualified leads (MQLs) from inbound leads. If you are reading this article anywhere other than your RSS feed reader or your email inbox, then this site is guilty of copyright infringement.

Feedback Software

Intercom, Inc.

MAY 12, 2021

. “Armed with the right data, your team will be able to move the needle on providing personal customer communication at scale” Meaningful insights fuel great experiences, but it can be challenging to draw them out when you’re constantly managing high volumes of inbound conversations.

Data Visualization

Userpilot

SEPTEMBER 9, 2024

You’ve probably had enough theories already, so this article cuts to the chase to show you examples from top brands that are killing it with this approach. HubSpot gives a platform to its customers at Inbound conference. HubSpot’s INBOUND. Then keep reading! Userpilot shares social proof to drive customer-led growth.

Customer Feedback

Lenny Rachitsky

JANUARY 16, 2024

ARR = New ARR + Expansion ARR + Reactivation ARR – Churned ARR – Contraction ARR New ARR = Leads * qualified leads rate * meeting booked rate * win rate * ACV Leads = Direct + indirect Direct = Outbound + inbound Outbound Cold emails Cold calls Cold DMs Events Inbound Paid ads SEO Referrals (e.g.

User Testing

Product Talk

JANUARY 4, 2023

We had tons of inbound leads, the business was growing, and I felt ready for a new challenge. If you are not reading this article in your feed reader, then the site is guilty of copyright infringement. In December 2019, the world felt easy. I had a full book of business for coaching. So I started writing my book.

Product Research

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. We’ve also updated how article suggestions work.

Feedback Software

Ask Benny

JULY 31, 2019

Should you split between inbound and outbound product managers? Inbound vs Outbound (PM vs PO). Sometimes companies split product management between outbound product managers that understand the market and discuss needs with customers and inbound product managers that understand the product and discuss requirements with engineering.

Outbound

Ask Benny

JANUARY 25, 2020

Should you split between inbound and outbound product managers? Inbound vs Outbound (PM vs PO). Sometimes companies split product management between outbound product managers that understand the market and discuss needs with customers and inbound product managers that understand the product and discuss requirements with engineering.

Outbound

Ask Benny

JANUARY 25, 2020

Should you split between inbound and outbound product managers? Inbound vs Outbound (PM vs PO) Sometimes companies split product management between outbound product managers that understand the market and discuss needs with customers and inbound product managers that understand the product and discuss requirements with engineering.

Outbound

Intercom, Inc.

JANUARY 5, 2023

“Instead of trying to optimize the contact center experience with all sorts of things, they said, ‘Let’s get rid of an inbound phone number.’ ’ No inbound chat, no inbound email” Bill: Well, the one that keeps coming back to me is one that we came across looking at some articles.

Customer Experience

Userpilot

MAY 19, 2021

Before we dive into some of our favorite channels out there in 2021, you should first take a look at choosing between inbound or outbound. SaaS Inbound Marketing. Inbound marketing means creating valuable content for your target audience to help them find you themselves. Social Media. Ebooks, whitepapers, etc. Paid digital ads.

Research Software

Intercom, Inc.

MARCH 7, 2022

Maintain content uptime with articles versioning. You can now create a draft version of a published article and view past versions of an Article with our latest release. The customer below, wanted to ensure that new drafts would also include the Article’s history – and to that, we say yes!

Data Visualization

Intercom, Inc.

OCTOBER 12, 2022

Create a bot to allow customers to submit a ticket, or offer up an article to answer a frequently asked question. Allow your customers to self-serve. Why not automate the process and save your customers – and your team – some time? The next generation of the Intercom Messenger.

Customer Experience

Intercom, Inc.

MAY 21, 2020

Ryan: For a long time, the only bit of real customer-facing automation we had was this thing called “article suggestions”, which was a bit of machine learning that basically read through what your customer was writing to you about. Maybe that’s sending an article, suggestion or an answer to try to resolve that conversation.

User Testing

Intercom, Inc.

AUGUST 25, 2021

While much of a support team’s time is spent responding to inbound conversations in the Inbox, sometimes they need to initiate outbound conversations with customers or external partners as well. Start outbound conversations from the Inbox. This is especially true for more complex issues that require more time or multiple people to resolve.

Data Visualization

Intercom, Inc.

DECEMBER 11, 2018

Lauren says, “Before we were fielding inbound requests just using email and phone, but with chat we’ve opened up a completely new channel for sales. To further improve the self-serve experience, LetsGetChecked has enabled Article Suggestions and Article Search Messenger app, which has been invaluable during off-hours.

B2C