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Making Continuous Discovery Work for You: The SPICEY Approach

Product Talk

I recently came across the SPICEY framework by YouTube creator and author Nisha Vora. Nisha uses this framework as a way to think about changing your eating habits, but I quickly realized it can apply to continuous discovery habits, too. Think about what it would take to follow the SPICEY framework, even just for the next quarter.

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Product thinking: behind our new Messenger home screen

Intercom, Inc.

Powered by our knowledge base product , it suggested articles to people after they typed a message. It worked well, but we started to ask ourselves: what if we could get people to check out the knowledge base before typing a message? This was a framework to allow Messenger apps to be sent in conversations. Or so we thought.

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The ultimate customer support tech stack for 2022

Intercom, Inc.

With a modern conversational support solution, you can combine proactive , self-serve , and human support capabilities, so your team can get ahead of known problems with targeted messages , automatically answer repetitive queries with bots , and quickly resolve complex issues with automation and a human touch. Let’s dive in.

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What is proactive support?

Intercom, Inc.

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. It reduces inbound conversation volume without sacrificing customer happiness. Win back more time for your team with these 4 proactive messages.

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The support leader’s guide to personal, efficient human support

Intercom, Inc.

Below, we share a proven framework and powerful workflows for freeing up your support team’s workload and ensuring only the most high-value, complex queries reach their inbox. At Intercom, we use a framework called the Conversational Support Funnel to deliver efficient, personal support to our customers. Median first response rate.

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The biggest challenges facing support teams right now (and how to solve them)

Intercom, Inc.

As a result, we’ve seen some major, long-lasting changes to how businesses and consumers communicate and build relationships with one another: The popularity of messaging channels is on the rise – messenger-based support is now the second most used support channel. The solution: Optimize your resources with the Conversational Support Funnel.

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License to sell: 5 strategies to hit your sales quota

Intercom, Inc.

As an Inbound Sales Development Rep, I face the challenge of not having any control over the leads that get passed to me. Here at Intercom, we use live chat to qualify our inbound leads. I use the snooze button to remind myself to follow up with leads who haven’t responded to my last message. Don’t be afraid to roll the dice.

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