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What can messaging do for businesses?

Messaging is a great way for businesses to talk to customers at scale. But to ensure your messages are seen, read, and actually acted upon, they need to be targeted: the right message sent to the right people at the right time and place.
Scroll down for real-life examples from Intercom customers.

Turn visitors into leads

Expensify turned website visitors into strong sales leads by triggering a simple message on their microsite, inviting accountants to start chatting with their sales team.

Expensify turned website visitors into strong sales leads by triggering a simple message on their microsite, inviting accountants to start chatting with their sales team.

WHAT HAPPENED NEXT
Of visitors responded to the question
Signed up for Expensify, 4X more than without a message

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  • Make your message personal by having it come from a real person, with a name and their photo. Not a logo.
  • Start a conversation by asking a relevant question based on the user’s behavior. In this case, a website visit.
  • Keep your message super short, between 6-15 words.

Turn trials into signups

InVision wanted to convert trial users into paying customers. They triggered an in-app message that appears while a user is logged into InVision and nearing the end of his or her trial.

InVision wanted to convert trial users into paying customers. They triggered an in-app message that appears while a user is logged into InVision and nearing the end of his or her trial.

WHAT HAPPENED NEXT
Of recipients upgraded their accounts

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  • Ask trial users for payment at the right time and place: while they’re using your app, and when their trials are about to run out.
  • Offer compelling benefits for paying for your product.

Stop users from slipping away

Later, a popular mobile app for Instagram scheduling, wanted to reach out to new signups before they slipped away. They sent an email to new users who hadn’t been active for two days.

Later, a popular mobile app for Instagram scheduling, wanted to reach out to new signups before they slipped away. They sent an email to new users who hadn’t been active for two days.

WHAT HAPPENED NEXT
Of recipients scheduled a post
More users were retained from targeted onboarding messages like this one

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  • Re-engage users with a relevant value proposition.
  • Give recipients an easy way to reply and ask follow-up questions.

Get feedback

New Relic wanted to get useful feedback about a new feature. Rather than spam their entire database with this request, they only targeted power users of the feature and sent it to their inboxes where it wouldn’t be as disruptive.

New Relic wanted to get useful feedback about a new feature. Rather than spam their entire database with this request, they only targeted power users of the feature and sent it to their inboxes where it wouldn’t be as disruptive.

WHAT HAPPENED NEXT
Replied with feedback, representing 2.5x more than their last, non-targeted survey

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  • It rarely makes sense to message your entire user list for feedback, so make sure you’re asking the right users.

Promote an action

Visitors can build a form or survey before signing up, but in order to save and share it, they need to create an account. To encourage visitors to take this next step, they triggered an in-app message that appears after someone builds their first typeform.

Visitors can build a form or survey before signing up, but in order to save and share it, they need to create an account. To encourage visitors to take this next step, they triggered an in-app message that appears after someone builds their first typeform.

WHAT HAPPENED NEXT
Of those who opened the message saved their typeform

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  • Ask your users to perform an action in your product while they’re using your product. It rarely makes sense to send an email for this task.
  • Stick to one action per message.
  • Use a series of well-timed in-app messages to effectively encourage users to perform multiple actions.

Share best practices

As an activity monitor for dogs, FitBark works best when owners set goals for their dogs’ activities. Email reminders were ignored, so FitBark triggered an in-app message to active customers who hadn’t set a goal within their first two weeks.

As an activity monitor for dogs, FitBark works best when owners set goals for their dogs’ activities. Email reminders were ignored, so FitBark triggered an in-app message to active customers who hadn’t set a goal within their first two weeks.

WHAT HAPPENED NEXT
Set an activity goal after seeing this message

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  • Again, most people don’t have time to read lots of copy. Keep onboarding tips short and sweet.
  • When sharing best practices, always make it easy for a customer to ask follow up questions.
  • If you want raw, quick feedback from a user, send an in-app message while they’re using the feature. If you don’t want to interrupt their workflow, send an email.

Nurture leads

Intercom lets you target and send messages to people on your website, ​and via in-app, email, and push notification.

We created this microsite to show you how targeted messaging can achieve concrete results. To continue sharing messaging best practices, our customer advocate created an email that’s triggered after someone leaves their email address at the bottom of this page.

Intercom lets you target and send messages to people on your website, ​and via in-app, email, and push notification.

We created this microsite to show you how targeted messaging can achieve concrete results. To continue sharing messaging best practices, our customer advocate created an email that’s triggered after someone leaves their email address at the bottom of this page.

WHAT HAPPENED NEXT
Submit your email to find out!

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  • Don’t spam your leads. Space your nurturing emails out at least 2 days apart, and make it easy for them to unsubscribe.
  • Only send useful information that will help them do their jobs better, work more efficiently, save money, etc.