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Product Tours by Intercom — Connect the dots from sign-up to success
Guide users through your product to turn new sign-ups into successful customers. Product Tours are perfect for product onboarding, new feature announcements, and proactive support. Best of all, Product Tours works with the rest of Intercom!
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Eduardo Soubihe
Looks great, just like all of other Intercom products. What I don't understand is Intercom's pricing. It can pile up quickly, especially for this kind of addon. They'll charge you based on total number of users, even though most of the users will never get to see the feature in action. Leads are counted towards your pricing, which makes no sense to me. They should charge based on active users as the intent of the feature is to drive engagement. This is what the innovator's dilemma looks like.
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@ebsalberto They've actually changed their pricing recently to charge by active users (I think on a quarterly basis) vs. total users, which has saved us a ton of money.
This looks awesome! Can it be used with a product that users need to login to for access? Like a user dashboard? I see the first step is to enter a URL but the specific URL of our dashboard is not accessible until the user is logged in. Also, there are pages in the dashboard that are specific to each user - does Product Tours support that? Maybe with a wildcard? Thanks :)
@miriamschwab sorry for the slow reply, Miriam! It absolutely can. You can find all the information you need to get started here.
@mattnhodges Wonderful experience so far. Is there a way to remove Author bar from tour elements? It seems unnecessary and distracting while text volume is low ie. new feature help.
@tanmaydesai89 that's not currently possible. Have flagged with the product team for consideration - I hear what you're saying.
👋 Hey @mattnhodges and Intercom team, welcome to the in-app walkthroughs space! :)
We, at Inline Manual, were lurking at your progress through our customers and we are happy to see this launched. This is what some of our prospects are looking for, simple walkthroughs. Our solution is a bit of an overkill for them with all the other comprehensive walkthrough related features, so we will send them your way.
Another awesome release from Intercom! Very excited to incorporate this into our onboarding and communication flows. Great work team!
We've been experimenting with Product Tours and have been pleasantly surprised with how easy it is. It's definitely lacking a few key features - it's tough to edit middle steps, it isn't optimized for mobile (and it's unclear if it's supposed to work?), and it doesn't work with forms.
Other than that, the fact that it's included with any Intercom subscription is awesome. I'm excited to see what the next update brings.
G’day hunters, Matt here from Intercom.
Today’s a big day. We just released a brand new add-on. It’s our most requested capability ever. It’s called Product Tours and it’s the absolute best way to turn new users of your product into successful customers.
Onboarding is near and dear to us here at Intercom - we’ve written books, hosted webinars, recorded podcasts, spoken on stage, and published countless blog posts on the topic. Why? Getting people to sign up is easy, but getting them to come back, again and again, is the hard part.
That’s where onboarding comes in – it’s the difference between someone being interested to try your product versus a customer who is very happy to use (and pay for) it.
Starting today, you can now use Intercom to create engaging onboarding experiences that set every new customer up for success.
We’ve been working on this for the past year and from the private beta we’ve seen that Product Tours gets 7x more engagement than email. Here are just a few of its most powerful features:
- Code-free tour builder
- Audience targeting
- Video tours
- Click-to-advance
- Multipage tours
- Auto-scroll
- Error notifications
- Insights
Best of all, because it’s Intercom, Product Tours works with the rest of Intercom! For example, you can have a Custom Bot ask every new signup what their intent is and automatically recommend the right tour for them to take. Or, Answer Bot can instantly answer a common question like, “how do I add a new teammate?”, and recommend a tour to take in doing so. Your support and success teams can even send tours directly to customers in conversations.
There are so many ways to use Product Tours across the customer lifecycle to enhance your customers’ experience. We can’t wait to see what you’ll do.
You can try Product Tours free for 14-days with any paid subscription of Intercom. Head over to our website and start connecting the dots from sign-up to success today.
We'd love to know what you think!
🤘🏻
Hey @mattnhodges - Do you plan on supporting desktop apps (Electron)? I can't seem to get it working for our app.
@mike_seekwell great question, Mike. I don't know off-hand. Best to ask our team directly via the Messenger, but I'll also post back here when I get an answer myself.
@mike_seekwell - if you can access your app via a URL then you should be able to create and run a tour for it even in Electron. Otherwise, it’s not something we support today.
As Matt mentioned - it would be great to get more context on your setup and use-case to dig into this, so please reach out to the team via the Messenger.
wow can't wait to implement this! Well done team! One of the best product teams out-there
Man, I really want to love this (we use you guys and have been happy with the product), but seriously with these add-on prices? Product Tours looks great, but an extra $159/mo on top of what we're already paying? C'mon guys. I can't be alone in saying that these prices will ultimately be the thing that drives us away from Intercom and into another product, pain-of-switching be damned.
Love your product, love the culture, love your content; but there are a lot of other players in this game now who are willing to set appropriate prices for us smaller businesses and I think you're going to lose a lot of us to those businesses (looking at you, HelpCrunch... get that KB product out the door and I'll be the first one on your doorstep with the smell of Intercom still on our clothes...).
I get it. I run a SaaS myself and understand the economics of it. It's clear that the small shops are no longer your ideal customers because, to us, these prices just seem greedy at this point.
@chrisgscott genuinely bummed you feel that way, Chris. :( We spent a considerable amount of time thinking through how we should price and package Product Tours. Where we landed is based on what we see in the market landscape, what we hear from customers about the price they pay for alternatives, and the value that we’ve seen our beta customers getting from using the product over the past few months.
There are other solutions that are _considerably_ more expensive - some in the order of thousands of dollars - that simply don’t deliver on the value of using Product Tours across all the most important touchpoints in the customer lifecycle. I’d only ask that you try Product Tours (there’s a free 14-day trial). We’re confident it will add value north of the price we’re asking, which we believe is fair. If it doesn’t then we’d love your feedback on how to improve what we’ve built.
Wow, this looks incredible! I'm so happy to see this concept productized. Nice work, all!
@tony_xiao hey Tony! In native mobile apps, not at the moment. I'd love to understand your specific use case better.
@anthonygawonlee I'm curious what you are comparing Product Tours to, Anthony?
@mattnhodges I am not comparing it with any product. It's just not something small organizations can easily afford. I am sure not everyone feels that way, but I am also sure a lot of people do (small orgs/indie hackers, etc). Congrats on the product, I didn't mean to sound negative.
@anthonygawonlee Not at all, mate. Thanks for the extra context! We need/will find a way to make these new capabilities (e.g. Custom Bots, Product Tours) accessible to smaller businesses (such as yourself). I can promise you that. I'm working on it.
@mattnhodges 👍I am already an intercom customer. I wish these were (bots/tours) free upgrades to new/existing customers instead of being add-ons. At this point Intercom pricing model sometimes feel like Spirit Airlines—charging for every add-ons (plus counting users/visitors), etc. Anyways, you are the expert—what do I know about pricing ¯\_(ツ)_/¯ . Just giving you some honest feedback. Perhaps I feel this way, because we don't fit into Intercom's ideal target group. All that to say, congrats on the launch.
@mattnhodges @anthonygawonlee this is so on point! every single new functionality that Intercom introduces, is presented as, tada, a new 'product'. we are Intercom users for 6 years, but I don't think we will see a 7th year. There a lot of good alternatives available.
Btw. the Intercom pricing *never* made sense. You pay per user, yet, most of the users never actually use/see the new products of Intercom. As a first action for this new product, I downgraded our plans and looking actively for alternatives. Now I feel that they only introduce new stuff, so they can justify higher (new) pricing, not because it helps the customers.
Is it kosher to say....FUCK YES!!!...on ph? Well I did bc this is bleeping awesome. A few more kickass features and I might just have to leave my wife and runaway off into the sunset with intercom
@davidsanderson1 Hey David, how are you? Please ping me and we will organise a demo and a test for you (stan@intercom.io)
Congratulations Intercom team! This is a great product launch and will certainly be super valuable for many teams. Looking forward to giving it a try!
great addition to Intercom - an already awesome application to manage our users & leads.
Quick question - we at www.orgzit.com are currently on the bootstrapped startup paid but discounted plan that Intercom offers and I hope that we will be able to benefit from this new amazing add-on for our product as well.
@nitinv8 Hi Nitin! 👋 I'm the global manger for our Early Stage Program (www.intercom.com/early-stage - often referred to as our plan for bootstrapped startups 😊). We're excited to say that Product Tours is available at no additional cost to our Early Stage Program members! A message from us is headed your way shortly with guidance on how to build your first Tour! 🎉
@taraannlarson awesome!!! I just saw the email come it. will surely setup our onboarding workflows ASAP.