Prepare for:

Intercom

In-Product Communication

Product Teams and Exec

What is Intercom?

An in-product communication tool:This will benefit us in 3 areas:

• Marketing – lead generation. Promote and explains new features.

• Support – communicate direct with customers based on time and behaviour (e.g. the first time they log in or visit a page). Get feedback

• UX – a better visibility of product usage. Identifies problem areas and helps us to develop our product going forward.

Features and Functions

Current Scope:

Marketing • All general customer communication from within the product. Using smiley

face or sad face to gauge feedback for new product features or selected communications

• MB website - we can talk to potential customers from within the page, answer questions about trials and respond either from within the chat window or via email using template responses

Support• Inform users of release notes, down time, maintenance, new features • Customers can respond to messages and submit feedback• Embed documents for further reading

UX• Customers can submit feedback and can rate product features.• We can track user activity from sign up to the last page they viewed

Tracking new users and inactive users

Daily emails update us of new users and those who are ‘slipping away’.

Dashboards provide up-to-date details of user activity

Intercom on Muddy Boots website (Marketing)

On first entering the website an Intercom icon appears and after a time a speech bubble appears asking if they have a question and visitors can send us a message.

If a user clicks on the speech bubble the conversation panel appears on the right hand side. They type in their question and optionally they can leave an email address.

When we respond they are notified directly in the page by a real person with a photograph. This will be managed by the Marketing Team who aim to acknowledge visitor comments and get back to them within 24 hours. This will be done via email if a visitor has left the website.

What’s next – the road map

Future Scope (no extra cost):• Match visitors on MuddyBoots website with new users when they sign up • Send timely messages for new features within the page. Triggers based on time or behaviour• We can add intercom to the iOS and Android Greenlight Apps

Future Scope (additional module or resources required):• ‘Support’ package could use Intercom to talk to customers from within the product.

Conversations are tracked so we can visualise the workload and view response times. Again a personalised service offers a face to our communication

• View, manage, and respond to conversations in a collaborative inbox• A/B test email and in-app messages, see which methods or wording works best• Support can reply on-the-go with Intercom App for iOS and Android• Use Event based logic to trigger relevant messages.

Intercom Road Map

Intercom is currently live in GLQC and being developed into GLGM, GLSA and GLA.

Product Today Tomorrow Long term

Comments

Quality Control x Currently Live

Supplier Approval x AWAITING RELEASEAssessments x Went live end of July

Grower Management x x AWAITING RELEASE

Muddy Boots Website x Went live 7th July

Summary

• Its proven - other companies are already using Intercom in a way we wish to use it• It is a powerful device in knowing and communicating with our customers• In the short term it delivers advantages in 3 main areas:

Support - Being able to see and respond to our users, Particularly in the on-boarding process

Marketing - Being able to send the right message to the right user at the right time. Obtain feedback on new features. Users feel engaged and involved in changes before they happen.

UX - Being able to track users via email from visiting MB website to sign up and when they use key features with any of our products

Where could this lead us?

• We’re building highly scaleable tools that aim to be widely used within the entire food supply chain

• We need to bear in mind what that could mean for the future of our platforms – what have our platforms got to be considering?

• Its highly likely that the value of our tools will exceed that of just the job that they perform – they could facilitate communication up and down the supply chain

• They can’t do this today, but in considering this as we plan our way forwards the potential opportunities are significant

Let’s see it in action!