Articles by Ruairí Galavan
- How we scaled product demos at Intercom
Intercom scaled their product demo process as their customer base grew from 1 to over 20,000 customers. They found that live demos did not scale well due to resource requirements and technical issues. They transitioned to prerecorded slide decks and later hybrid demos with video and live Q&A. This significantly reduced overhead while improving quality and Q&A time. Surprisingly, releasing demo videos on-demand further increased customer retention over scheduled demos alone. With on-demand videos, 7 times more people watched demos and retention lifted by an additional 3%. Intercom continues refining their approaches, using live events for specific actions while videos serve diverse contexts. They aim to make content agile and drive more value and usage through constant experimentation.
- 7 Effective User Adoption Strategies to Drive Growth
Ruairi covers these 7 user adoption strategies: 1. Make onboarding a continual process 2. Go beyond UI design patterns 3. Identify your activation criteria 4. Organize your efforts around areas of business value 5. Use retention as an exercise in proactivity 6. Make the onboarding period ring-fenced 7. Avoid working in onboarding silos as you grow