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Tips from Expert Users

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Sherice
ShericeNew Participant
posted in Use Intercom like a PRO
Is Your Automation Killing Empathy? — Here’s How to Bring It Back

 Your product experience is like a net - but without the right touchpoints, customers can slip through gaps.  Empathetic touchpoints help keep them engaged.Imagine your product as a net, designed to hold onto customers throughout their journey. But like any net, gaps can form—moments where users feel overlooked, frustrated, or disconnected. These experience gaps can lead to churn, missed opportunities, and broken trust. In my last article,  ‘Why Speed Alone Isn’t Enough’, I shared how we used Compassionate Macros to scale support without losing the human touch. But customer conversations aren’t the only place where empathy matters.Every part of your product—from onboarding to system messages—shapes how users feel. The challenge? Automation at scale often strips away warmth, leaving interactions feeling transactional or impersonal.So how do you ensure your product doesn’t just function well but also feels human?It comes down to embedding empathy into every automated touchpoint—from micr

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Sherice
Sherice
ShericeNew Participant
posted in Use Intercom like a PRO
Why Speed Alone Isn’t Enough?

Imagine being the sole support agent for thousands of customers on a growing platform, personally handling every request. That was my partner’s reality at a startup years ago. The sheer volume was overwhelming, but every interaction mattered to him, and he poured genuine care into crafting thoughtful, personalized responses for every single user. Customers felt valued, but it came at a cost: long delays that led to frustration despite his best efforts. The pressure to speed up was constant, and leadership understandably wanted faster responses. This is the dilemma many companies face: speed vs. care. Most companies, when faced with this situation, choose efficiency. They prioritize speed, churning through tickets as quickly as possible—but at what cost? Responses often feel generic, irrelevant, and devoid of empathy, leaving customers feeling processed rather than valued. But my partner didn’t want that. For him, the choice felt impossible: prioritize speed and risk losing the quality

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Sherice
Milan
Top Expert ✨
MilanTop Expert
posted in Use Intercom like a PRO
My tips on how to successfully manage Intercom related project (and more)

Hey there 👋 Milan here✌ For those of you who might not know me from the previous version of the community, a bit about myself:I’m the owner of the Sovaolo.com MarTech agency and a long-time Intercom expert. I’ve been working with Intercom for about 5 years (initially as a Product Marketing Manager in one of Intercom’s clients) and since I started working as a freelancer, Intercom was core of my offering. I have delivered on more than 100 Intercom projects! Enough bragging, I’d like to share some of my tips on how to use Intercom like a Pro. 💪 Tip #1: Preparation is the key to successful project deliveryMy own drawing of “Touchpoints between Intercom and Visitor/Lead/User during their journey”Explaining what Intercom can do, to all relevant stakeholders, explain it in whole even if relevant stakeholder is not present (as the words might reach them). I have my own drawing of “touchpoints between Intercom and Visitor/Lead/User during their journey” (image above). I have that with the ex

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Kevin Bendixen
Top Expert ✨
Kevin BendixenTop Expert
posted in Use Intercom like a PRO
Generating social proof - Conversation ratings and NPS score as audience filters

If you really think about it, it makes total sense:You want the audience of any message to as specific as you can in order to provide the best fit between audience and message. You are probably already filtering your messages by language and other attributes from your product.In today's landscape, you need to convince future customers that you can deliver what you promise. One way that works for many companies is to use social proof from existing customers (on review sites or Google ratings). But how do you make sure the right customers leave a review?One good indicator is their NPS score or the latest conversation rating. We have had tremendous success in generating 5-star reviews with a very simple Series: We ask customers that rated their last conversation positively and that are considered promoters based on their NPS to leave a review on a site of our choosing (we usually switch between the different review sites on a quarterly basis).

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Kevin Bendixen
Top Expert ✨
Milan
Top Expert ✨
MilanTop Expert
posted in Getting started with Intercom
If you are new to Intercom, here's what you should do... (my 5 cents)

Hey Intercom Community, especially you - new to Intercom! 👋As I’ve been through being new at Intercom a long time ago, but seeing the rate of the development it has, sometimes I feel new again, so I feel like I can share some tips on how to get onboarded quickly and efficiently.  First of all, I’d like to start from this Community. At this stage of my Intercom journey it is the most important Intercom resource to me. Helping other people and solving their Intercom cases not just helps me sharpen my Intercom skills but also often spark some ideas on how I can achieve something with my own Intercom clients, that maybe I haven’t been thinking about it that way. 👍 I wish I have more time to be in here… Not that many service providers are putting so much effort in creating this kind of community like Intercom does.  Besides the Community, usual starting point is Intercom Academy. Besides getting the Intercom certification there, you can find additional courses that will help you learning

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Milan
Top Expert ✨
Milan
Top Expert ✨
MilanTop Expert
posted in Apps & Integrations
Make devs your friends - and your Intercom will be so powerful!

Hey Interconnecters! 👋 I’d like to share something more based on my Intercom experience, this time with focus on devs. I already kind of touched that in my previous post but feel like I really need to emphasize it a bit more.  Just in case you haven’t seen my previous post, make sure to check it out here: So, the devs. It’s not short for Devils but for Developers although some of my past colleagues might think the opposite 😋I’m old enough to know this one… Let’s get real - you’ll have dependency on devs if you want to make your Intercom project successful. In order to unleash all the power of Intercom, you’ll need to sync as much as possible data to it. And it’s almost impossible to do it without devs. Some 3rd party tools can help (i.e. Zapier, Automate.io, Make...) but eventually you will end up asking devs to help you out with something. I had many cases where I had to work with devs directly - and although I’m not a developer myself, I have enough technical background and experie

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Milan
Top Expert ✨
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