Intercom on Customer Engagement

Business
Technology

marketing
customer experience
SaaS

Every message a business sends is an attempt to get the recipient to either feel something, know something, do something or say something. At its core messaging is all about increasing engagement, and Intercom on Customer Engagement is a buzzword-free guide to creating and sending the right message, to the right people, at the right time.

Chapter 1: Identifying the right people

Messaging your entire user base all at once is like writing a love letter and then addressing it “to whom it may concern”. On the flip side, the more precise you are in the targeting of your message, the more successful it will be. Defining the right users is the foundation of a successful messaging strategy, and in this episode we'll break down the six segments every product should consider.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chapter 2: How to match messages to behavior

In most cases "message personalization" refers to nothing more than easily captured demographic and geographic data. True personalization is about understanding the behavior of people in your product, and tailoring your messaging around that. Here, we walk through how to get behavior-based messaging right.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chapter 3: What makes an effective message?

Knowing how to fashion an interesting and intelligent message is crucial to growing your business. Regardless of the type of message you're sending, there are five fundamental characteristics every message should have. Let’s talk through them.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chapter 4: The anatomy of a message

When you’re communicating with your customers, 80% of your success will come from critical, yet overlooked tasks – a compelling subject line, clear paragraphs and an obvious call to action. In this episode, we’ll dive into how to get those all-important details right.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chapter 5: What messages should you be sending?

From welcome messages to promotions and upsells, there are seven types of messages that will make up the core of your engagement with customers. We’ve used these messages to help grow and scale Intercom – and we hope they will help you do the same for your business.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chapter 6: The right way to send a message

There are dozens of modern messaging tools at your fingertips, and the number of ways you can send those messages is even greater. From email to in-app messages, there are pros and cons to every medium. Let’s dive into where and when you should consider using each.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chapter 7: The right time to send a message

It’s often said that timing is everything in life, and customer engagement is no different. Here's what our data tells us about the right time to send each type of message to a customer.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Chapter 8: How to craft your messaging schedule

As your business grows, you need to start thinking about creating, and automating, your customer engagement strategy. Unfortunately, sending messages individually just doesn’t scale as your customer base grows. The low-hanging fruit is to create a simple message schedule, and there are three approaches you can take.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.