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Better conversation experiences 

INTERCOM INBOX

OVERVIEW

Intercom, the Engagement OS, enables businesses to build stronger customer relationships that drive growth and scale. With its all-in-one customer communications platform, Intercom offers next-generation solutions for sales, marketing, and support teams to work together to convert prospects into paying customers, engage customers throughout their journey, and provide world-class support. 

As a part of the Intercom Design team, I lead design on the channels team and work cross-functionally with support and engage teams. In the support group - we enable businesses to use email and messaging to get quicker responses, faster resolutions, and more satisfied customers which is powered by the Inbox product. 

ROLE

Strategy
Design

TIMELINE

Jan 2022 - 
now

TEAM

1 PM

1 Designer

6 Engineers

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Intercom has mostly focused on 1:1 messenger conversations. Email messaging is layered on messenger UX paradigms. This has often resulted in unnecessary friction and wasted time for teammates (customer agents), as they pursue workarounds to problems that are standard behavior in our competitors. Hence we built new conversation authoring and consumption experiences that will improve speed, efficiency and readability for teammates and end-users.

KEY OUTCOMES

Here is a list of improvements in the email domain specifically as a part of the effort of redesigning conversation experiences.

Reinforcing
Channel-first
behavior.

Encourages a mental model for channel-first behavior that scales for different use cases.

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Contextual
contact-picker.

A smarter contact dropdown that filters by type first and then by name. Helps mitigate error states when is a channel-contact data type mismatch.

Email is more
email-like.

A message composer that adapts across different channels and supports multi-participant conversations. 

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Renewed participant management.

Reply composer that enables teammates to quickly add/remove and reply to messages.

IMPACT

  • The new conversation models, specially in email eliminated the use of notification emails, which will further cut down the problem of email threads splitting in the intercom Inbox . This greatly improved end user satisafction.

  • We successfully reduced inbound customer feedback. In the last 4 months we’ve received negligible inbound feedback in these areas. 

  • We successfully closed all 3 sales escalations with customers who wanted more customisation of reply addresses. These companies represented approximately $4.15m in ARR altogether.

A lot of work in the channels domain is WIP. Please reach out to me for more details.

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