Intercom.
When your audience changes, so does your onboarding
For many years, the heart of Intercom installation has been a snippet of JavaScript. Add the snippet to a webpage or app, and tell us some information about the currently logged in user.
So early on, our onboarding challenge was simply, “Help as many customers as possible to correctly install this JavaScript snippet”. It was directly tied to our context – appealing to tech savvy people at small startups. Over the following years, the JavaScript snippet remained. But by 2014, we had optimized it to death. For non-technical people, you could email your engineer for help. Or you could join a chat room so we could coach you through it. Or you could watch a 30-second install video. We did
Made with FlippingBook - Online magazine maker