#customer.io

Celsius reveals customer data breach by vendor’s employee

Embattled crypto lender Celsius Network has revealed via email that some of its customers’ data were breached by an employee of Customer.io. Announcement from Celsius: “We are writing to let you know that wewere recently informed by our vendorhttps://t.co/452EROQtbc that one of their employeesaccessed a list of Celsius client emailaddresses held on their platform andtransferred those to a…

Phishing risks escalate as Celsius confirms client emails leaked

It is not the first time Celsius’ customer emails have been exploited and leaked online.

When we first started Product Hunt, skeptics questioned if there were enough product launches to create a daily leaderboard. In the first month of 2014, we had over 600 submissions from our intentionally small, curated group of contributors. Here are the top 10 products as voted on by the community:

Placeit Generate Product Screenshots in Realistic Environments via Joe Conyers III (VP GM @Songtrust) 112 votes - 7 comments

Product Hunt /jobs Hire awesome people via Ryan Hoover (Product Hunt / Tradecraft) 97 votes - 13 comments

Loader.io Simple cloud-based load testing for your apps via Mike Rowan (VP R&D, SendGrid) 92 votes - 8 comments

BillGuard The Smart Inbox For Your Money via Raphael Ouzen (Founder, BillGuard) 89 votes - 9 comments

Facebook Paper Explore stories from friends and the world around you via Murat Mutlu (Co-Founder, Marvelapp) 76 votes - 33 comments

Customer.io Send email based on what people do (or don't do) in your app via Dana Severson (CEO, Wahooly) 75 votes - 8 comments

Hull.io Social infrastructure for modern apps via Murat Mutlu (Co-Founder, Marvelapp) 72 votes - 12 comments

Grand St. Marketplace for Indie Electronics via amanda peyton (co-founder, Grand St.) 70 votes - 13 comments

User Onboarding Onboarding teardowns of popular sites/services via Ben Yoskovitz (GoInstant/Salesforce, VP Product) 66 votes - 12 comments

Jelly Let's help eachother via Geoffrey Weg (Independent) 62 votes - 33 comments

Here's a quick breakdown of some tips we've used in our business. Thanks to the Intercom, UserFox, Mixpanel Engage and Customer.io teams for the tips. With these folks you can send your users personalized emails and messages, based on each users' specific patterns of activity.

- When users reply, make sure the email goes to a real person, who can respond back.

Nothing sucks more than a user replying to an email generated by you or by your system, and that email bouncing, or going to a noreply@. Or worse, their message actually matters, and no one responds!

More from Peter @ Userfox here

- Personalize as much as possible

This comes from our experience. Users have responded far better when they feel

a. the email came from a real person, and 

b. it was meant for them specifically. 

In practice, this is fairly difficult to automate, but it pays off in spades. Some ways we do this:

- where possible, we check out the user's website or app. Particularly easy if you signed up with your work email address

- we see if they have any other Chat widget or helpdesk/CRM installed (particularly any that we integrate with) 

- we tell you what we really think - if there's a typo, if you have great design, if you're switching from a competitor - we mention any and all those things because a. they matter, and b. we want you to know that we care that you do well. 

You CAN automate some things - using first names in the subject line and email, targeting users based on key activities they've just completed, and so on. 

- Be Proactive - establish trust.

@Brennandunn from Planscope has a great guest post on the Intercom.io Blog. The general thrust of the post is about providing better support than your competition. His point about being proactive though, is to

a. show the user that you personally care about them as an individual, and

b.  using your data to know when reaching out will matter the most. For example, when users are at high risk of churn, reach out personally to re-engage them, and bolster the relationship, and establish trust.

More on this later - we've been using these tips and some others which we'll share in future posts!!