Key Success Outcomes
Here's where Intercom saw the most impact.
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Decreased confusion
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Improved global communication
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Save time
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Enhanced clarity
About Intercom
Industry:
Software
Size:
Large (501-1,000)
Use Case:
Feedback
Headquarters:
San Francisco, CA
Intercom is redefining how businesses support their customers using powerful messaging and automation. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale.
Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Learn more about Intercom
Key Features Leveraged:
- Screen recordings
- Screenshots
- Annotations
- Slack integration
The Challenge
Founded in 2011, Intercom makes customer messaging apps for sales, marketing, and support connected on one platform. Intercom has raised $116M in venture funding and has 500+ employees across its San Francisco headquarters, Dublin R&D office, and London and Chicago offices.
Intercom teams needed an easy way to work together while being on different sides of the planet.
“We use Zight primarily for handling feedback. We’re big advocates of the “show, don’t tell” principle at Intercom, and Zight helps us achieve that.”— Geoffrey Keating, Content Marketing Manager at Intercom
The Zight Solution
Intercom uses Zight to handle feedback: Comments about a specific project are gathered in Dropbox paper. If a conversation is needed, Intercom’s team uses Slack. When they need to collaborate and ask for changes, they use annotated screenshots and screen recordings. “Annotated screenshots are so much clearer than writing out: Can we increase the padding on the left corner of p 47 and fix the typo in the image?” says Geoffrey Keating from the Marketing Team.
The Results
Intercom teams save time by quickly giving feedback with a screenshot or screen recording instead of having to take 5 minutes to write an answer down. Also, by being able to explain exactly what they mean, they decreased confusion and the need for long back-and-forth communications, made even harder by the time difference.