follows the contours of a building. For example, at Intercomwe’ve organized our documentation by the different “jobs” customers use Intercom for.
Likewise, our blog is organized thematically. We regularly publish posts by members of our team in their areas of expertise. Our customers also get to tell their own stories of success with Intercom on our customers page. All of these are great examples of peer-to-peer learning – a research- driven educational technique. These self-serve resources are great – customers can go back to them as many times and as often as they want. They provide more details to customers who contact you for help, and act as a resource for customers who would rather figure it out themselves. Everyone wins. Teachers build time into their lessons to take student questions and hold discussions about high-level concepts. It helps clear up confusion, contextualize theory, and engage students. These kinds of conversations stretch students understanding of content and concepts. It also lets teachers assess how well their students have grasped what they’re trying to teach them. In the same way, facilitating this conversation will always be a crucial part of user onboarding and retaining more customers. A tool like Intercom lets customers get answers to questions you didn’t anticipate in your docs, or they can’t answer independently. If you find the same An old fashioned conversation
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