Use Intercom like a PRO

If you watched the Fin Procedures launch today, you may be interested in Support Stack Solo – Episode 1. I just released it today, to help you answer the question: are you building the wrong Fin Procedure first?It’s a short look at:What makes a good Procedure When not to use one Why there should always be a clear path to a human How I’m designing a lead qualification procedure in my own workspaceIf you’re working with Fin Procedures right now, this should help you avoid unnecessary complexity.Watch it on YouTube: Support Stack Solo E01

 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

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

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).

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