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> The short, simple, and most crucial reason: it didn’t work. How do I know? We A/B tested it. Over a fairly long time and a large number of people. I'd love t
by ddebernardy 8y ago
> The short, simple, and most crucial reason: it didn’t work. How do I know? We A/B tested it. Over a fairly long time and a large number of people.
I'd love to see the actual numbers. The screenshot OP posted suggests they've been running A/B tests with 115 + 108 users, which is just not a big enough sample to derive any conclusions.
IMO Intercom's plans are too pricey once you've more than a few users, and its specialized competitors are usually better. But methinks it's a sane choice regardless for most early stage startups: you get a good enough version of just about every tool you need.
As to the other complaint (popup is too familiar) they might have been doing it wrong -- as in like a sales in a retail store showing up asking "can I help you?". Only show the popup when something interesting that you're digging into happens. And man the fort, to make sure there's someone answering at the other end when an actual user replies; else it's pointless.
- gingerlime 8y agoOP here. > I'd love to see the actual numbers. The screenshot OP posted suggests they've been running A/B tests with 115 + 108 users, which is just not a big enough sample to derive any conclusions. The screenshot is from the intercom.com website. Not related to our own experiment, which was run outside intercom. I'm having trouble finding the actual raw experiment results, but I would imagine it covered 10s of thousands, possibly hundreds of thousands of participants, running for a month. Regarding the other comments: yes, maybe we were doing it wrong. But we've given it way more attention and though than "hey, can I help you?" and really tried to target specific events etc. And also, we're a B2C so volumes are high but customer lifetime value is relatively low, which increases the acquisition costs.