Shout out to product education specialists everywhere @user1024​ - love that Articles has made your life easier!

My favorite is custom bots. I really want to learn more about series and product tours. I've tried both of them with no success.

We're still new to categories, but it holds a lot of promise! The reporting and bubble charts - with the associated keywords right there... and the ability to dig into the conversation to see exactly what was being asked -- that's been incredibly useful to figure out the keywords we need to embed into our articles for "SEO" purposes.

Stripe integration made a huge impact for us.

What use have you made of Custom Bots so far, @linda d​? You'll definitely benefit from our session on using Series, so!

Delighted to hear it, @audun​! How have you been using the Stripe integration?

For us it is by far Series. That tool is amazing to work with. Of course there is room for improvement in it but still a great tool to work with

👻 Product Tours! Love this feature - helped us save hours on onboarding calls resulting in $$$ saved in operational costs.

I totally agree with you @henrik a​, and we're always looking to improve! I think it's such an impressive tool, especially the visual element which really helps you plan and structure.

Love that Product Tours has saved so much time for your team, @user1165​, sounds like there's been a really clear ROI for you!

It's remarkably simple, but the power of the CSV user upload tool is really hard to understate. This has helped us create all kinds of tagged segments and has made sending mass communications to small groups of customers much easier.

Happy Birthday! I remember signing up to Intercom back when we launched our product nearly 8 years ago now. We were referred in by someone who couldn't explain why Intercom was useful for their app, just that we should try it!

For us, back then launching our product to market, the magic was simply just to see the users of our app live on Intercom, and reach out for a chat. This was before the "CDP" buzzword existed and so the single customer view felt incredibly novel at the time.

@matt w13​, thanks so much for sharing your story! Working with Intercom was my first time in a Messenger-based support role, so I totally get the feeling of novelty that you mentioned.

My favorite feature is a recent one - Series.

It allows us to harness the real power of Intercom - targeting users based on attributes, data, and mostly - behavior:

Combined with Intercom event tracking, and the ability to use webhooks in series, I'm able to create an unparalleled Customer Experience, allowing me to offer my customers exactly what they need, exactly when they need it, with a warm cozy feeling of human interaction.

One example would be - when a student in our web app is making progress that's faster than average, we're able to have a team member automatically congratulate him or her, in a way that creates a conversation.

Another example would be the opposite - if a student "disappears" (i.e. "last seen > X" or "Event "homework submitted" is < X"), we can re-engage them by a team member automatically "reaching out" with a personal message based on actual data - which engaged the student into a a real conversation.

Overall, these abilities is increasing our NPS score, as well as retention rate.

Not to mention the huge moral bump for our team, receiving all the real time feedback and compliments.

Intercom's most valuable feature is the community. No competitor will be able to repeat this. Every day I learn, and find something new for myself and for business.

Our team as well as our customers love the proactive approve, using custom bots help us proactively reach out to customers and solve their problems before hand, as well, snoozing conversations to make sure users' problems are solved. Automation rules help our team to stay focused and concentrated on conversations and problem solving. Lots of areas Intercom features help us to saved ours as well as our users time. Billo loves Intercom ;)

Besides the quick and easy way of communicating with our clients with the messenger and articles, which we have been doing via Intercom for 4 or 5 years, we recently started with Series and could help already our clients especially so much more in our registration process, that we are considering also combining them with Custom Bots to further extend our support in qualifying leads and helping clients with questions and new features.

Happy B-day Intercom Team!

We've been working with Intercom for 6 or 7 years now and it really helped us connect to our customers. 'Educate' was one of the reasons we loved you guys even more. Nowadays we use pretty much all of Intercom's great features. Seeing you guys develop more useful tools will certainly help us get the best out of us and our customers. Keep up the good work, and: looking forward to the 3-part series.

Best,

Tim - Combidesk

Love this @luke g​ - I'm so happy that such a comparatively simple feature has unlocked so much for you and your team!

I love the detail you've brought to your story here, @user1140​! It's remarkable the impact Series can have on your customer journey - I truly believe that it's the most powerful feature we've released.

Oh @alex l12​, you're going to make me well up reading this 😭 I'm so happy that you're getting so much from Interconnected!

And Intercom loves Billo! So glad to hear that automation and proactive support is helping your team so much, @user949​!

Series and Custom Bots work very well together, I can recommend! One of the joys of Series is how much of Intercom's product suite you can combine together. Thanks so much for sharing, @leonard s​!

Thanks for the birthday wishes @user297​! Heh, "Educate" is a real blast from the past 😂

Happy birthday Intercom Team!

Series has made our onboarding journey consistent, thank you for this feature!