Intercom Q&A
@AskIntercom
From the folks behind @Intercom. We host Q&A's here from time to time. For support ?'s please email [email protected].
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Our next Q&A with Des is on Tues, 6/8 at 10:30am PT about 'Intercom on Customer Engagement'. Join us at blab.im/intercom
Okay - that's all for now folks. Please spread the word about the book, we'll see you all next time! —DT
.@bfk They shouldn't. High touch brings a lot more than just the product usually. Plus they're often/usually two different markets.
@AskIntercom if you sell high-touch product for $10k, and in 6mo you replace it with a self-serve $1k product, do purchasers now feel bad?
.@fuzzielabs You can see lots of it applied throughout Intercom, we successfully re-use lots of UI in multiple places these days.
. @AskIntercom What is the company's plan for the card design pattern, or is that on a need to know basis?
.@anderson760 We have a nasty bug where new positions keep appearing here: intercom.io/careers and I wish a wand would fill them for us.
@askintercom if you had a magic wand and could instantly improve one thing in intercom product/company what would it be?
.@jrsowers_ We've discussed that twice this week. We have it down to one of two, but not saying which just yet.
.@chrlscooper 2/2 Usually evidence looks like a high volume of requests (e.g. or filtering) or something that enhances a flow (like maps)
.@chrlscooper 1/2 Lots of successes, the sharable map is a good example. blog.intercom.io/shareable-map/
.@bfk 2/2 Common mistake is to ask for hypothetical feedback. Find existing evident of payment and then evaluate your "new" way alongside it
.@bfk 1/2 I think you need to start with evidence of how customers currently pay, and understand the cost-benefit analysis they apply.
@askintercom What's the best way to do market research for a new subscription model? How to you estimate perceived value to a user?
.@beanandground 2/2 e.g. Observe & learn how the product is consumed, and over time adjust the offering to remove & improve.
.@beanandground 1/2 I think the principles apply equally, but it's very hard to observe usage that isn't digital. I'd suggest user testing.
.@anderson760 2/2 Your question is very common, but I wonder why no one asks "Where do you find the time to run advertising, or help users"
.@anderson760 1/2 Our blog has a managing editor and several of our team write often. It's either the company resources, or it doesn't.
.@jrsowers_ 2/2 The key point being it has to get approval & adoption at each level along the way.
.@jrsowers_ 1/2 I see it as an ever expanding group of users. 1- team who built it, 2- the company in general 3- our trusted testers etc.
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