Actionable strategies for better user onboarding
Inside Intercom - Design, Customer Success, & Startup Blog
by Courtney Chuang
5y ago
There are two funnels for SaaS companies. The first is all about acquiring new users. The second is all about keeping them. You can growth hack the first one, but to build a great business, you need to invest in the second one. The key to solving the second funnel is onboarding. Great onboarding transforms new customers from fleeting visitors to lifelong power users. It’s a continuous process of ensuring your customers get value from your product at every stage of their lifecycle. The math is simple: good onboarding = higher customer retention. “Great onboarding transforms new customers from f ..read more
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Working as a designer in a foreign language
Inside Intercom - Design, Customer Success, & Startup Blog
by Andrey Sundiev
5y ago
The design industry speaks English. The articles we read, the tools we use, the conferences we attend: we all speak the same language when it comes to design. If you are investing in self-development and learning about UX, it’s highly likely the materials you use are in English. In fact, right now you are reading this blog post in English. At the same time, for the overwhelming majority of people in the world, English is a foreign language which they need to spend time and effort learning. The stakes are much higher again if you want to challenge yourself by working in an English-speaking coun ..read more
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Wootric’s Deepa Subramanian on measuring the voice of the customer
Inside Intercom - Design, Customer Success, & Startup Blog
by Paige Costello
5y ago
If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. Then you had to try to reach them via email and convince them to fill it out. But there’s a better way now. Deepa Subramanian (a graduate of Harvard Law School and a veteran of Salesforce) set out to improve businesses’ understanding of the customer voice by co-founding Wootric, a platform that offers a range of feedback collection and analysis tools to help teams gain deeper, more relevant insights into their users’ desires and complaints. It’s a ..read more
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Why being new can be empowering and not terrifying
Inside Intercom - Design, Customer Success, & Startup Blog
by Jonathon Colman
5y ago
Congratulations on your new job! You’re likely meeting heaps of new people, putting your dog’s photo on your desk, and you’re at inbox zero (good luck making it last). Sound familiar? It does to me because I recently joined Intercom. But this ain’t my first rodeo – I’ve had many jobs and even switched careers over the past 20+ years. That’s how I know being new is a frightening, vulnerable experience. Even in the best organizations, it’s challenging to determine what a company values, how its strategy works, what success looks like and how you fit in. Being new isn’t just an experience – it’s ..read more
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Announcing the second edition of ‘Intercom on Onboarding’
Inside Intercom - Design, Customer Success, & Startup Blog
by John Collins
5y ago
Since we first published Intercom on Onboarding back in 2016, awareness about the critical importance of excellent user onboarding has grown considerably. With the relentless rise of SaaS in particular, the need to help users find value and discover their “aha” moment is more important than ever. The one-off transaction has been superseded by an ongoing relationship, and excellent onboarding is central to the success of that relationship. “Onboarding is the one truly universal problem every piece of software has” And yet, all too often the quality of our onboarding experiences don’t match up t ..read more
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The recipe for developing your career as a product designer
Inside Intercom - Design, Customer Success, & Startup Blog
by Paul Murphy
5y ago
Picture this: You’re a product designer with a handful of years on your career path. You’ve cut your teeth on a few big launches and earned your stripes as a solid “mid level” product designer. Like many designers, you’re curious and ambitious. You look to the future and ask yourself, where do I want to be this time next year? What about in five years? What’s next for me? Developing your product design career as an individual contributor There’s a classic fork in the road for product designers who are looking to grow in their career. One career path leads to management: to running teams and pr ..read more
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A behind-the-scenes look at building Product Tours
Inside Intercom - Design, Customer Success, & Startup Blog
by Phil Byrne
5y ago
That’s why we recently launched Product Tours, a dead-simple onboarding tool featuring a code-free tour builder, error notifications and quick-start templates. As our Design Lead Gustavs Cirulis shared recently, the development of the product did not come without its own challenges. So I hosted our Director of Product Management Brian Donohue and Senior Product Manager Patrick Andrews on the podcast today to get the behind-the-scenes look at how this product came to life. What were the critical decisions? Where were we confident, and where were things a little bit shaky? Short on time? Here ar ..read more
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The art of the customer follow-up and delightful customer service
Inside Intercom - Design, Customer Success, & Startup Blog
by Colin Boylan
5y ago
Part of the ritual of eating a meal in a good restaurant is the waiter asking if you’re enjoying your food and if there is anything else they can get for you. Now, you might not think much about that particular restaurant practice – after all, it’s just a simple customer follow-up question shortly after your food has arrived. However, there are a few lessons in this simple example of customer service that are valuable for anyone who works in customer support. How do customers feel about the service they’re paying for? Does our service contribute to a sense of customer delight? Importance of fo ..read more
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The Agile Arrow – a visual framework for managing complex sales deals
Inside Intercom - Design, Customer Success, & Startup Blog
by Pete Prowitt
5y ago
Mid-market and enterprise sales deals are undeniably complex. There are many decision makers, feature requests and critical dependencies that you have to navigate. Successfully managing complex sales requires a different level of visibility into your deals. You need a structured way to see and track exactly what’s required to progress the deal forward, while also staying flexible enough to adapt to changing deal dynamics. This is true regardless of whether you’re closing new customers or growing existing business. “Successfully managing complex sales requires a different level of visibility in ..read more
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A content-first approach to product onboarding
Inside Intercom - Design, Customer Success, & Startup Blog
by Jonathon Colman
5y ago
Knowing your user’s story is central to a great onboarding experience – but how do you actually tell that story? At some point you need to write the content of your onboarding: words, sentences, value props, the works. Ultimately, it’s the content that helps your users achieve their goals. That’s a lot of heavy lifting for just a few bits of text. As it turns out, writing your onboarding is a real job, and it’s often harder than you might think. The hardest part of all is figuring out where to start. Here’s an approach and a few tools that make it easier to write a great onboarding experience ..read more
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