For us, no doubt Series. This allowed us to move all our self-onboarding to Intercom. Series offers unprecedented visual convenience. In our company, people no longer refer to comms we send out to customer as "campaigns" or "comms", everyone just says "series", to the point that the word migrated to other softwares which are used to target some niche comms that Intercom cannot deliver. I personally value the rule blocks in the Series, which allows me to coordinate online and offline elements firing together (say, if a customer hasn't seen my pop up, I can tell Series to wait for a few days, and then trigger the email, but not before). On the element-level my personal most favourite feature are bots, how I can record user answers into data attributes, and how bots can host images and videos. We've been using them to invite customers for interviews after feature releases and comparing to regular emails having a real product manager pop up and say 'Hey, I'm such and such, and I noticed you were using X, would love to hear how it went for you" was a source of fresh energy for us and our customers. Last not least, the feature I have strong expectations for is a banner collecting quick responses. Like, a single question and an option to react with thumbs up or thumbs down. Unfortunately, I cannot really utilise it because it doesn't offer an opportunity to download answers or orchestrate further steps depending on the type of a reaction, but I hope this is a matter of development.

Thanks so much for sharing @gemma b​!

Hey @marina s11​, thank you so much for your comprehensive outline of how Series and Custom Bots have helped your team! Love that it's become a verb within your team and that Custom Bots have freshened up your customer outreach. On Banners, be sure to head over to our @Product Wishlist​ group with any feature requests you might have!

I agree, it sort of puts all the other features in a powerful combination that is literally limitless in it's possibilities.

tbh, it saves us so much time and effort on developing features of our owns, we just keep going like "wait, we can do it with Intercom!". We're saving on dev time, mysql servers, cron jobs, bug fixes, etc.

P.S. this thread is awesome. I'd recommend sending it out to all customers just to get ideas. Really interesting seeing what others are doing.

For us - The introduction of Webhooks into series was a gamechanger. This has allowed us to gain a much deeper understanding of how we onboard our users and start to really deep dive into experimentation.

We've added webhooks into our email sequences so when we split test email campaigns we can see real live data on how each variation affects all of our business metrics. (We use Amplitude for this) - We can monitor how for example how each email we send impacts our core metrics in churn, retention and product stickiness.

By incorporating webhooks into our onboarding campaigns, we've been able to really understand where people drop off, which emails are drivers for conversion and more importantly, which emails are a waste of time, freeing up communication time for more impactful comms

Love that a fast follow feature for Series unlocked so much for you and your team, @josh l11​!

The help center and how intercom bot automatically recommends articles

Thanks so much for sharing @michael m13​, love when bots are helpful!

Happy 10th anniversary! We use Intercom for user attribute-tracking, in-app customer support, in-app customer messaging, and much more. Keep up the good work!

Happy Anniversary! We've been using Intercom for more than 5 years now and being able to continuously engage and re-engage our users has been a boon to our retention.

My favorite feature is that the conversations API makes it possible for us to use Intercom also for a copywriter review process, which is part of our product. This improved our email based solution a ton with very little development effort.

Though there is one small feature I would wish for, the ability to open a specific conversation in the Javascript chat UI.

Thanks so much for sharing, @greg n​! So glad that Intercom is integrated across so much of your customer offering.

@jay f​ I'm so happy to hear that! What's been the most useful Intercom feature for retention, do you think?

Hey @user1061​, I'm very curious to hear more about how you've used our API here if you're comfortable sharing?

Can you tell me a bit more about your use case for opening a specific conversation through JS?

If Lukas doesn't mind sharing, I also would be curious to know.

So we have a button in our app next to submitted job ads "request copywrite review". As soon as a customer presses the button, it triggered a server side routine that creates a new conversation on behalf of the customer, adding all the meta data (URL to the content being reviewed, the language etc), we then use the automation to assign the request to the right pool of copywriters that work on the language used in the job ad that is to be reviewed. The copywriters can then interact with the customer via intercom and when they are done, they mark the job ad as reviewed in our system, that automatically updates the customer via the intercom conversation. As soon as the job ad is then published, the conversation is assigned to our social media team, so that they know which job ads they should promote via social media.

Now about the thing we are missing, if a customer wants to reach out to us, they can now do so via email through the intercom system. The conversation is of course also available in the chat widget on the website, but what is missing is a button next to the job ad that they can press to open the specific conversation that is about the given job ad they have questions about.

I'd say that the ability to send out communications periodically allows us to keep communication lines hot with the users, especially with new feature announcements and sharing with them content that improves their customer experience.

I'm a somewhat new user, and my favorite feature is the custom data fields that add flexibility to our conversations to be mapped into our CRM. The only feature I would love to see would be a better geographic selector to better align our sales territories with our use cases in Intercom.

Hey @sean m13​, when you say "a better geographic selector", where do you feel our current geolocation data isn't accurate enough? Could you share an example?

Very glad to hear that conversation attributes are helping your team with integration into your CRM!

We split our sales territories by state, we'd like to use a list field to enable prospects to select their state, but the list function only enables us to have up to 20 options.

What we would love to see is a smart list selector for example a prospect types "C", all the states that begin with "C" would be brought to the top of the list.

That would reduce the errors associated with free form texts fields and increase efficiency when routing leads.

I have you now, thanks so much for elaborating! A feature request for our @Product Wishlist​ group, then.

the ability to view data on the user and device that are using my product comes in helpful every day, thats my favorite feature

Hey Connectors! 👋 We've really enjoyed reading through all of your great messages about the Intercom products and features that have impacted your businesses over the last 10 years! Sharing these insights is such a great example of how Interconnected helps us connect with each other.

We are really excited for our webinar series which will kick off in early October - look out for an invite on Monday!

FWIW - This is a feature we are really missing in the react native api too.