GPT is here to stay. Where will it take us?
Inside Intercom
by Des Traynor
4d ago
Since it was launched in late November, ChatGPT has captured the hearts and minds of people across the world for its ability to generate human-like responses. However, as with any new technology, there’s often a gap between hype and reality. And generative AI, in particular, is quite the natural hype machine. We understand the skepticism – large language models are great at appearing plausible, even when they’re wrong. But truth be told, we’re very optimistic. Over the past eight weeks, we’ve built AI-powered features and shipped them to 160 beta customers, and the feedback has been overwhelm ..read more
Visit website
Announcing Intercom’s new AI features
Inside Intercom
by Fergal Reid
1w ago
The arrival of ChatGPT just eight weeks ago was a watershed moment. Suddenly it seemed that generative AI might transform industries from education to marketing. And Intercom’s area of focus – customer service – is among those most poised to benefit. However, getting from technological breakthrough to useful applications is far from straightforward. The trickiest thing about large language models (LLMs) is that they’re great at appearing plausible, even when they’re wrong. ChatGPT suffers from “hallucinations” – confidently providing incorrect information. This means we need to think carefully ..read more
Visit website
Gainsight PX founder Mickey Alon on using your product as a vehicle for growth
Inside Intercom
by Liam Geraghty
1w ago
Product-led growth (PLG) has been embraced by SaaS companies of all sizes as a scalable approach to growing a business, but it is especially appealing in times of economic uncertainty and soaring acquisition costs like we’re experiencing today. After all, if you can leverage your product to drive your organization’s growth, there’s no need to rely on an army of marketing and salespeople. When done well, it allows you to do more with less. Although PLG is usually associated with free trials or freemium models, it’s a holistic strategy that goes beyond acquisition and can impact the entire cust ..read more
Visit website
Introducing Checklists: The fastest way to turn signups into superusers
Inside Intercom
by Zoe Sinnott
1w ago
Every SaaS business faces the same challenge: how to get new customers to realize the value their product can deliver, as quickly as possible. With that in mind, simple, effective onboarding is a must-have within any product, and a crucial element of customer adoption and retention. But it can be surprisingly difficult to effectively communicate the steps your customers need to take. Enter Intercom Checklists: a next-level approach to onboarding that guides your users through a specified set of tasks to deeply engage them and show value in a structured, progressive way. Why Checklists? Checkl ..read more
Visit website
Reinventing our wheel: The vision behind Intercom’s new Messenger
Inside Intercom
by Paul Murphy
1w ago
At Intercom, we’ve reinvented different parts of our product many times over the years – most recently, our Messenger. This evolution always starts with one thing: a clear product vision.  All products follow the same life cycle: development, growth, maturity, decline. An inevitable slide into decline sounds ominous. And, when products are in this phase, users can feel it: it’s the slow, clunky, dated experience you get when using previous-generation tech. Businesses can feel it too: declining KPIs, competitors catching up, market impact waning. Great companies reinvent products before re ..read more
Visit website
A modern primer for retaining customers: Strategies from Intercom, Productboard, and FullStory
Inside Intercom
by Mark Iafrate
2w ago
It can be quite a challenge to find and address the points of friction that are chasing your customers away. In our latest webinar, we’ve shared a three-pronged approach to help you drive retention and reduce churn. It’s probably fair to say we’re all a bit obsessed with growth. We create our business strategies around driving growth, and look to growth as the key indicator of the health and viability of our companies. But while acquiring new customers is obviously a critical part of having a business, it’s hardly sustainable if they only ever stick around for a few months. “Are you attractin ..read more
Visit website
Intercom’s product principles: Building product that’s opinionated by default, but flexible under the hood
Inside Intercom
by Tatiana Sivo
2w ago
Designing a product is a balancing act.  At Intercom, we balance strong opinions about the future of customer support with our goal of meeting a huge variety of customer needs. Some customers want a simple, out-of-the-box solution, but others need customizability – that’s where flexibility comes in.  “Opinionated by default and flexible under the hood means our solutions are easy to use out of the box, but can be customized to suit specific needs” Opinionated by default and flexible under the hood means our solutions are easy to use out of the box, but can be customized to suit spe ..read more
Visit website
MadKudu’s co-founder Francis Brero on unlocking the keys of product-led growth
Inside Intercom
by Liam Geraghty
3w ago
Here’s the thing: there isn’t one single motion to scale a product-led organization, and forms and free trials alone won’t drive enough growth to keep a business afloat. Successful companies nurture a variety of customer journeys and revenue streams, from inbound leads and self-serve users to sales-assisted campaigns and ABM. The first step towards driving product-led growth? Understanding the different ways in which people want to buy software and aligning your go-to-market approaches accordingly. For Francis Brero, co-founder and CPO of MadKudu, a platform that helps B2B businesses qualify ..read more
Visit website
CX expert Bill Price on creating frictionless customer experiences
Inside Intercom
by Liam Geraghty
1M ago
Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it. Could all of this extra work, unhappy customers, and lost revenue be avoidable? In his 35 years of experience, Bill Price has seen the evolution of customer service from up close. He’s worked to improve the call center experience in the 1990s, becoming Amazon’s first W ..read more
Visit website
2022 on Inside Intercom
Inside Intercom
by Davin O'Dwyer
1M ago
Well that was quite the year. We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. Like so many other companies in the space, Intercom was also affected by these difficult economic headwinds. But we’re optimistic by nature, and as we reflect on the year just gone, there is plenty to be thankful for. For one, Eoghan McCabe, our Co-founder and Chairman, returned to the role of CEO, the position he had held from our foundin ..read more
Visit website

Follow Inside Intercom on Feedspot

Continue with Google
OR