The medium and the message – this week on Inside Intercom

Hey there,

At Intercom, we’re always hard at work building new features that help you to reach the right person, at the right time, in the right channel. But to truly engage your customers, you need to ensure that your message hits just the right notes too.

As written formats become the default choice for customer communications (see ya later phone calls, hello messaging!), it’s never been more important to know how to write effectively – and engagingly.

In our latest podcast episode, we spoke with writing coach Leslie O’Flahavan to understand the do’s and don’ts of customer messaging. From using plain language, to making simple swaps that highlight empathy and accountability, to adapting your tone to your medium, she offers actionable advice on how everyone (yes, everyone) can write conversational, engaging messages to customers.

While great writing feels deceptively simple, there’s actually a lot of nuance involved, particularly when it comes to mirroring your customer’s language and tone. But by equipping teams with the right skillset, we can all do our part to make empty phrases like, “We regret any inconvenience this may have caused” a thing of the past.

Yours cordially (just kidding),

P.S. We’re on a mission to make internet business personal. Join us – we’re hiring ;)

Intercom is the world's first Customer Communications Platform, helping businesses build better customer relationships through personalized, messenger-based experiences.

Intercom | 55 2nd St. | San Francisco, CA 94105

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