@koesbong we're using it to identify who is using the product, particularly those most engaged. I've also used it to message people for feedback.
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Intercom has become one of the first things I drop onto a new project (next to Mixpanel and Google Analytics), and the iOS app is icing on the cake for messaging.
The killer feature of Intercom (web) for me is the ability to sort users by Klout score or Twitter follower count - this lets me capitalize on new users with huge social followings and make sure that they are having the best experience possible.
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