Intercom is a customer relationship management and messaging tool for online businesses. It covers everything from website chat to marketing and customer support, thereby helping every team including sales, marketing, product, and support. Intercom objective is to allow businesses make the most out of their customer communication. So more than just sending emails, businesses can have targeted and natural interaction with their users.
Intercom implemented a guidance process to onboard its first users. This conversional user onboarding process enables its first users to set up their account, install the platform and implement the different products offered. Thanks to the onboarding process, Intercom prevents users from getting lost during their first use of the product.
At this stage of its users life cycle Intercom has chosen to list the different steps leading to the use of the product and a progress bar is added to show users where they stand in the process.
Even if Intercom users’ first objective is to communicate with their customers, they have different use cases which are considered when it comes to convincing them of the value of Intercom in their daily tasks. Onboarding guides take use cases in consideration while helping users to be successful in their tasks and in the accomplishment of their purpose.
With Intercom onboarding, users can select what is necessary for them to get use to the product and add more guidance progressively. At each step, they have detailed instructions with call to actions that encourage them to try the different functionalities of the product. This brings the user to actually use the product.
User onboarding, engagement and support are really important for Intercom team because they know that successful customer will always buy their product. These are strategies to protect future revenue. It starts from the early interaction with the leads. For any lead, Intercom makes sure there’s nothing (obstacles, confusion, issues) that will cause frustration and stop them from being successful.
Intercom objective goes over training users on how to use its products. The most important is to help users accomplish their tasks and be successful in their job. Among all existing training methods, Intercom chooses to provide interactive guides for its three products. The reasons of this choice are simple:
How are your users aware that you are adding value to your product? Any change you make on your product is motivated by the desire to improve their experience, provide them the essential to reach their goals.
Intercom notifies its users by sending in-app messages. As a communication tool, it knows how to deal with messaging. Users are informed of change made and a guide ensure the transition or the adoption without friction. By introducing changes this way, users have time to better assimilate them and appreciate the importance of the changes in accomplishing their tasks.
Intercom is converting hundreds of thousands users not only for having a great product but also because, Intercom team knows how to put a spin on the product. Team promotes new features as solutions and allows users to progressively adopt the changes.
Intercom users are categorized so that their experience be the best possible. Successful users are gains for Intercom. They become engaged users, ready to buy more and will recommend the product as the best in the industry.
Intercom team knows what their customers are trying to do with their product, so they use guides to advise them to take the best course of action. The most important is to participate to users success and turned them into happy engaged users who love the product. That’s the real value add!