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Hey growth friends, Is anyone using intercom.io for lifecycle marketing, ideally in a low touch b2b context? How's it working out for you?

  • JB

    Jed Bickford

    over 5 years ago #

    Yes, we use Intercom at EMyth - and I highly recommend it. We've set up our app to pipe a few key identifiers to Intercom, so we segment our users in Intercom based on where they are in their customer journey.
    EG, 'In Trial', 'Subscriber', 'Subscriber 90+days', etc

    I also tag our most active users who give lots of feedback in Intercom, then use that list to invite them to give feedback on new features, and to try out new things ahead of the main body of users.

    I highly recommend using very personal and simple emails, as opposed to a template that looks like a newsletter. User activation/engagement via emails that look/feel like a marketing piece is dead - it has to feel like a 1:1 message. I get many responses to these emails every day which open up sales opportunities and give us great feedback on our product.

  • DT

    Des Traynor

    over 5 years ago #

    Hey Matt,

    The best tips (aside from JedBickfords below) are shared in the seminar (seminar.intercom.io) or on our blog Inside Intercom (example: http://insideintercom.io/converting-customers-with-the-right-message-at-the-right-time/ )

    p.s. the product is called Intercom :)

    • MG

      matt gratt

      over 5 years ago #

      Thanks Des! I'll check out the webinar when I have a moment that co-incides with one of the scheduled times.

      Sorry about the name confusion - my bad.

  • JM

    Jason Miguel

    over 5 years ago #

    We use it. Its a game changer.

    We are B2C though so our use case may not apply.

    • DT

      Des Traynor

      over 5 years ago #

      Hey Jason,
      I'd love to feature your use case in a blog post. Would you be interested in that?
      Regards,
      Des

    • TX

      Tony Xiao

      over 3 years ago #

      Yea Jason can you elaborate on your use case?

  • AM

    Al Mukmin

    about 5 years ago #

    Crap, I just got growth-hack'ed by Intercom.

  • RS

    Rob Sobers

    about 4 years ago #

    The one drawback I see to Intercom for lifecycle marketing is that you can't trigger a multi-step email sequence (yet).

    For example, if someone takes an action that should warrant not just 1 email, but a series of emails in a drip campaign, you can't do that. This type of workflow is a staple in marketing automation and it's really one of the only things that keeps me from saying Intercom could replace marketing automation tools rather than supplement them.

    • ÅB

      Åke Brattberg

      almost 4 years ago #

      You could do this with just an event actually @rsobers – just send first one when that event is true (or whatever) and the second (and third, forth etc) emails could be based on that event as well, just add a filter (e.g., more than 10 days ago). Makes sense?

  • JS

    Josh Sturgeon

    over 5 years ago #

    Wow. This is exactly what I was looking for! We are going to start using this for our B2B web app. Anyone experience any technical performance issues after install, or does it run pretty lean?

    • DT

      Des Traynor

      over 5 years ago #

      Hey Josh,
      We provide amazing support, if you hit any roadblocks of any sort, please just ping team@intercom.io or contact us in-app via Intercom. We're always here to help,
      Regards,
      Des

    • JB

      Jed Bickford

      over 5 years ago #

      No performance issues I've ever seen, and we've used it for 12+ months. You can also integrate it super fast if you use segment.io.

      @Des it would be really cool if we could accept messages from anonymous users in a non-logged in state. Of course it would require them to put in a reply address but that would unify all of out customer ticketing.

      • DT

        Des Traynor

        over 5 years ago #

        That would be really cool. I agree.

        • JB

          Jeff Bedford

          almost 4 years ago #

          That feature actually exists, you just need to upgrade. Until they provide a return address they are tagged as 'silver poodle' 'blue thumbtack' etc.

  • OS

    Osman Sheikh

    over 5 years ago #

    Intercom just released a new feature. You can now track users by events and send messages based on those events.

    http://docs.intercom.io/filtering-users-by-events/Tracking-User-Events-in-Intercom

  • PT

    Peter Thomson

    almost 4 years ago #

    We've been using Intercom for Onboarding Drip Campaigns, Live Customer Support, Lifecycle Emails and Newsletters at https://www.seedinvest.com for about a month now. For some of these functions it's not quite as as good as a dedicated tool. Some days I still miss Olark, Mailchimp, ToutApp and Mixpanel. But it's super powerful to have all these things in one place.

    • YC

      Yoann Coumes-Gauchet

      over 3 years ago #

      Hi Peter, we are launching a crowlending platform in France (http://wesharebonds.com, not active yet). Wondering if you still use other mailing tools for newsletters and transactional emails, or do you succeed to use Intercom for every task ? Thanks!

  • JH

    Joshua Ho

    over 3 years ago #

    We used intercom at https://referralrock.com It's grown to be our main "console". We've added so many custom fields and events to make it even more useful to us.

    Here are the obvious ways we use it:

    1. Customer Session tracking - Last active, signed up dates. In general just to see what is going on.
    2. Customer Drip Messaging- Time based messages for onboarding... i.e. Intro email on signup, inactivity reminders, trial expiration
    3. Customer Support - In app messaging / email for product support
    4. One-off email messages - Send out segmented messages when needed. (i.e. Discount code to users)
    5. Customer Activity - Using events to log what a customer has done in the app. (i.e. Launched a promotion, edited a page...)
    6. Event based messaging - Specific messages based on events (I still need to implement this)

    Here are the less obvious ways we use it:

    1. Customer demographics - Using custom fields. I ask demographic like questions in my app, then write them out to a custom field. It makes it easier to correlate paid users with things like their "industry".
    2. Customer Impersonate - I send a URL a custom field. When viewing them in Intercom I can that I can click to "jump" right into the customer's app console. Helps to see what they are seeing during demos. In this mode I turn off the intercom scripts so it doesn't mess with their usage stats.

    My biggest problem is when my "custom field" data gets out of date if a user hasn't logged in (as that's when I write to those fields to intercom). So far do something manual in the customer's profile to update it. It would be nice to be able to update fields individually in intercom.

  • MS

    Mike Sax

    over 5 years ago #

    Jed's reply is spot on! We use Intercom at http://sharedbuzz.com in a B2B setting, to directly engage customers, learn more about their business and what they are trying to promote. This provides that 1on1 human contact, that a lot of tech is missing, to provide custom promotions that they can run on there app.

    It makes it so easy to have a casual conversation with all the segments of your customer lifecycle and really provides a great pulse for where you are. Get the insight you need to make that new iteration or pivot in your strategy, set up the automatic messages to help with on-boarding and now with events, you can be there when needed the most.

    Keep up the great work! Definitely a must have tool.

  • JK

    Joseph Kelly

    about 5 years ago #

    We moved all of our email marketing to Intercom.io this past July and we have seen significant increase in our email engagement compared to using Infusionsoft.

    The best thing about Intercom.io is that I can send specifically targeted messages to our users based on their behavior in our app. This lets the users know we're paying attention by sending them targeted emails.

    One of my biggest pains since I took over the marketing channel at Nimble was tracking user behavior in relation to email campaigns, Intercom.io helps solve this issue.

    We're primarily using it for user education, to re-engage slipping trial users, and to drive users to convert from trial to paid. The results are promising thus far and the possibilities are endless.

  • EM

    Eric Meury

    about 5 years ago #

    Just signed up for intercom and so far i love it. I really see the vision.

    Question. So what should i be doing for prospects and leads that i have that are not yet any type of user into the software. That is unclear in intercom.

    • AK

      Alex K.

      over 2 years ago #

      We seem to be facing same problem after you asked this question 2 years ago :)

      People don't really want to leave emails when they are not logged in (did not sign up yet), so lead is a lead, but chances of capturing their emails are slim.

  • LS

    Logan Stoneman

    almost 4 years ago #

    We used Intercom in a B2B and B2C lifecycle marketing role in my last startup. The platform is intuitive and incredibly useful for pinging our customers along their journey. Intercom also allows for an easy channel for customers to reach you for support, which once we set up our internal structure correctly, dropped the support ticket waiting time significantly.

  • ÅB

    Åke Brattberg

    almost 4 years ago #

    We do it at Statbot (http://www.statbot.io - Analytics for Intercom) and it's great for onboarding. I try to be personal and make people feel welcome. We have quite a good reply-rate to the first email where we ask why they signed and what they are looking for. Great questions to ask when they just signed up (and when they churn).

  • EL

    Eduardo Luna

    over 3 years ago #

    We are using intercom to have a onboarding Welcome message and personal message to the users according to the events we put in intercom like course finished, lesson finished... Also it's a great tool to email Marketing vs Mandrill if you don't have a developer with you the people in your Marketing team doesn't have any tech skills.

    The support via intercom to our clients is just amazing ( including the intercom team) :)..

  • JH

    Jaron Ray Hinds

    over 5 years ago #

    We use intercom.io at http://justgo.com , great product in all aspects of communications.. The new A/B testing feature is sweet. Does anyone have sample funnels they use or any message templates? Also, what do you find to be the most effective in the messages?

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