Product Talk

MAY 15, 2024

While Orion had started with a B2C focus, they got a lot of inbound interest in the B2B space. You had to keep an eye on which pop-up messages were enabled, otherwise users would get several in a row.” Customer messaging tool OneSignal can create pop-ups like this one that prompt users to participate in an interview.

Product Research 263

Product Research Feedback Software Analytic Tools User Testing 263

Intercom, Inc.

NOVEMBER 9, 2021

By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Customer Experience 118

Customer Experience Inbound User Testing User Friction 118

Intercom, Inc.

NOVEMBER 30, 2021

With a modern conversational support solution, you can combine proactive , self-serve , and human support capabilities, so your team can get ahead of known problems with targeted messages , automatically answer repetitive queries with bots , and quickly resolve complex issues with automation and a human touch. Proactive messaging.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

FEBRUARY 10, 2021

Our latest updates to Series , Banners , Articles , and Resolution Bot , to name but a few, empower you to streamline your messaging workflows, improve team collaboration, and most importantly, create better experiences to meet your customers’ evolving needs. Efficiently scale your messaging with new additions to Series.

Data Visualization 104

Data Visualization Feedback Software Analytic Tools User Testing 104

Intercom, Inc.

DECEMBER 2, 2019

Inbound conversations are automatically translated in your preferred language by leveraging artificial and human intelligence. Customers then see a message in their native language. Intercom Articles can automatically translate your help center. With Intercom’s Articles , a multilingual help center is just the beginning.

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Intercom, Inc.

AUGUST 25, 2021

Now you can filter by custom date ranges, see the performance of all of your messages, and export your data using a new CVS export format. While much of a support team’s time is spent responding to inbound conversations in the Inbox, sometimes they need to initiate outbound conversations with customers or external partners as well.

Data Visualization 129

Data Visualization Reporting Tools Feedback Software Customer Experience 129

Intercom, Inc.

JANUARY 5, 2023

“Instead of trying to optimize the contact center experience with all sorts of things, they said, ‘Let’s get rid of an inbound phone number.’ ’ No inbound chat, no inbound email” Bill: Well, the one that keeps coming back to me is one that we came across looking at some articles.

Customer Experience 138

Customer Experience Customer Feedback Feedback Software User Testing 138

Intercom, Inc.

MARCH 25, 2020

We’ve written about how you can manage your customer communications in a crisis detailing how you can proactively make it easier for your customers to get the answers they’re looking for, as well as on dealing with the inbound queries that you might be facing. Read this article for a complete guide to the Content Showcase app.

Inbound 160

Inbound User Testing Customer Feedback Messaging 160

Intercom, Inc.

JUNE 12, 2018

It means you can: Auto-assign new messages from leads and users to their account owners via Operator and assignment rules. Easily message all accounts you own by using the “Owner” attribute when creating a message. Get alerts for all conversations started by accounts you own. Now, you can control which users see your Messenger.

User Testing 174

User Testing Customer Experience Inbound B2C 174

Intercom, Inc.

APRIL 25, 2018

Before this, we’d invested a lot of time in features like article suggestions. Powered by our knowledge base product , it suggested articles to people after they typed a message. It worked well, but we started to ask ourselves: what if we could get people to check out the knowledge base before typing a message?

Embedded Analytics 215

Embedded Analytics Feedback Software User Testing Customer Experience 215

Userpilot

DECEMBER 19, 2022

This article will teach you the difference between B2C and B2B marketing, go over a few B2B examples, and walk through 15 proven strategies that can take your product marketing to the next level! Blog articles are the most popular format for content marketing but that doesn’t mean you have to limit yourself to that medium.

B2B 100

B2B User Testing Research Software Analytic Tools 100

Userpilot

NOVEMBER 2, 2023

This is the main question we explore in the article. Such an outbound approach distinguishes it from the MLG strategy, which focuses more on inbound initiatives like content creation and distribution. Marketing campaigns and strategies tend to involve mostly one-way communication – they communicate the message to the users.

Feedback Software 94

Feedback Software Analytic Tools Research Software User Testing 94

Intercom, Inc.

DECEMBER 4, 2018

Median first time response will now measure the median time for a teammate’s first reply to a customer through inbound conversation, manual message or auto-message. Conversations started on Help Center articles will no longer be included. This provides a more holistic view of your team’s efficiency.

Customer Experience 99

Customer Experience Differentiation Onboarding KPIs Customer Feedback 99

Folding Burritos

JANUARY 25, 2018

If we stop to think a little bit about our internal communication strategy we can be both more effective in getting the message through, and reduce the amount of time we spend on this (having specialized communication tools for PMs would help even further, but I’m working on that ). Think about it as either inbound or outbound comms.

Data Visualization 347

Data Visualization Product Research Feedback Software Reporting Tools 347

Usersnap

FEBRUARY 14, 2023

In this article, we’ll share tips and advice all about SaaS go-to-market strategies , with questions to ask, things to consider, and data to research so you can start your commercial enterprise on the right footing. The marketing strategy for product-led growth is more inbound and you let the product speak for itself.

Research Software 52

Research Software Feedback Software User Testing Product launches 52

Intercom, Inc.

FEBRUARY 1, 2022

FAQs and how-to articles for the novice. Best practice guides and troubleshooting articles for the proficient. With 59% of organizations reporting increased inbound volume , gathering customer feedback will help you to find out and address rising expectations directly. For example: Getting started guides for the beginner. .

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

Userpilot

APRIL 3, 2024

In this article, we’ll explore the core elements of a resource center, go over the steps of building one, and share some design examples to inspire you! Resource centers are a powerful tool for your customers, acting as a one-stop hub for all your inbound marketing efforts. Why do you need a resource center?

Feedback Software 92

Feedback Software Analytic Tools Research Software Data Visualization 92

Userpilot

JULY 19, 2021

In this article, we look at how Customer Engagement Platforms benefit SaaS companies. Send a personalized in-app welcome message when a new user signs up. It allows you to deliver the right message to the right group at the right time. b) Behavioral messaging. Announce the launch of a new feature to relevant users.

Analytic Tools 98

Analytic Tools Research Software Reporting Tools Customer Communications 98

Intercom, Inc.

JANUARY 30, 2019

And within our help articles, a Task Bot automatically opens a conversation for people who rate the article with a ??, On the sales side, our Sales team uses Task Bots to qualify inbound leads who respond to our Visitor Auto Messages by asking for a name, email address and company name before connecting them with a rep.

User Testing 117

User Testing Webinar Inbound Customer Experience 117

Business of Software Conference

NOVEMBER 16, 2023

Inbound Calls When new customers sign up, your system automatically sends them a number of emails – a generic welcome, a receipt, and maybe one or two others. Your customers expect these messages from you. does not regularly invest time in cold calling; all of their business comes from inbound sales. But how do you do it?

Research Software 52

Research Software Feedback Software User Testing Customer Experience 52

Userpilot

OCTOBER 31, 2022

This article will examine negative personas, what makes them essential for SaaS businesses, and how you can build one. Outline identified customer pain points and adjust your messaging. Every good product message highlights your value proposition and the benefits of your product to your ideal customers. Conclusion.

Feedback Software 82

Feedback Software User Testing Research Software Data Visualization 82

Intercom, Inc.

SEPTEMBER 22, 2021

We’ve had articles in the Messenger since the last major update in 2018. We’ve made it much easier for your customers to get what they need, and increased customer engagement with Articles by up to 3x”. A full-fledged Articles experience in the web Messenger. We’ve embedded the full help center experience in our Messenger.

Article 194

Article Customer Experience User Testing Inbound 194

The Product Coalition

JULY 1, 2019

In this article I’ll summarize what I consider to be the best approach to setting top level metrics. Here are a few examples of NSMs (some taken from Sean’s book Hacking Growth) : WhatsApp users come for free, rich, secure messaging. Each message sent is therefore an increment of value. The terms are not very clear either?—?North

KPI 91

KPI Data Visualization Workshop Analytic Tools 91

Userpilot

AUGUST 29, 2022

In this article, we’re going to cover everything you need to know about engineering as marketing, including: What is engineering as marketing? Engineering as marketing is an inbound marketing strategy that involves creating free useful tools for your target audience. Best practices for implementing it. Let’s get started. Conclusion.

Research Software 85

Research Software Engineering User Testing Marketing 85

Intercom, Inc.

AUGUST 18, 2020

In the face of the massive change the support landscape is currently experiencing, the one constant is that many companies are receiving rising numbers of inbound customer requests. Specify who can start a conversation from the Messenger to prioritize and manage your inbound support volume during busy times.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Userpilot

OCTOBER 8, 2021

This article will show you how to decide. Sales-based growth meant sending thousands of outbound messages in an attempt to find the key decision-maker, shorten the sales cycle, and close aggressively. Marketing-based growth necessitated the creation of content such as blog articles (like this one!), 3 – Intercom.

Analytic Tools 94

Analytic Tools Research Software Data Visualization Product Research 94

The Product Coalition

OCTOBER 29, 2018

Oh, remember to flip on the profile setting that indicates openness to new opportunities to multiply your inbound recruiting. inbound) Recruiter ?—?depending depending on the strength of your background, you’ll get varying levels of inbound recruiting on LinkedIn and in your inbox. What is its next big bet?

Inbound 60

Inbound Product Research Startups Weak Development Team 60

Userpilot

MAY 3, 2023

In this article, we’re going to unpack exactly what usage analytics is, why you should care about it, how to use it in your product, and the best tools for the job. Engage your users with modals, tooltips, in-app interactive messaging and guides, slideouts, and more. Data is power. What are you waiting for? UI and UX patterns.

Analytic Tools 70

Analytic Tools Data Visualization Feedback Software User Testing 70

The Product Coalition

MARCH 23, 2018

I have traditionally been a believer that any form of marketing other than what is classified as, “Inbound” is typically a waste of money and time. As I think about it however, I actually think that this idea of, “Inbound marketing” is actually a bit ridiculous. Their article then continues with: - “With your customer’s interests”?—?Inbound

Inbound 60

Inbound Marketing Outbound Customer Experience 60

Indicative

MAY 25, 2018

That was the message of Indicative CEO Jeremy Levy’s session on “Deciding by Data,” which is also the theme of podcast he hosts. Snopes is already a part of Facebook’s effort to provide more information around news articles on its platform, and Mikkelson believes that adding context can go a long way in fighting fake news. “I

Research Software 53

Research Software Banking Certifications Customer Experience 53

Intercom, Inc.

AUGUST 10, 2018

It’s called Operator, and it performs tasks like inbound lead qualification and customer routing. The second is that you can have these bots message people in a highly targeted way. The first message that will get sent is a welcome message or an intro message. Will: Last year we launched our bot technology.

Customer Experience 112

Customer Experience User Testing Research Software Reporting Tools 112

Usersnap

JULY 11, 2021

Send out auto-reply messages while being away helps too (but be honest and keep to promised response times). And it will be a great inbound marketing channel for new prospects too. And let them know about your business hours. Provide a go to resource for all your users and make it as easy as possible to access it.

User Testing 52

User Testing Customer Feedback Customer Experience Feedback Software 52

Intercom, Inc.

JULY 11, 2019

Michael: Most people listening probably think of HubSpot as this inbound marketing company. It flips where we came from, which is nice just from a company genetics perspective and messaging. Michael: That article was a labor of love. But more importantly it also happens to be real and true. Scaling support as you grow.

Customer Experience 188

Customer Experience User Testing Research Software Customer Feedback 188

freshtrax

AUGUST 20, 2019

As the venue for the quickly approaching Rugby World Cup (RWC) in September 2019 and 2020 Olympic Games, Japan is gearing up for a great influx of inbound travelers. In fact, this is our key message: learn, act, measure and modify. If you found this article helpful, sign up for our newsletter ! It’s fundamental.

Travel 53

Travel Data Visualization Seminar Reporting Tools 53

Userpilot

FEBRUARY 4, 2022

This SaaS sales model is often reserved for high-ticket, specialized software — and sales techniques often focus on outbound marketing rather than inbound marketing. Using high-quality articles to build your brand, increase exposure, and get people talking about your product is a prime path towards increasing SaaS sales. Source: Slack.

Feedback Software 96

Feedback Software Research Software Reporting Tools Onboarding KPIs 96

Intercom, Inc.

MAY 12, 2021

. “Armed with the right data, your team will be able to move the needle on providing personal customer communication at scale” Meaningful insights fuel great experiences, but it can be challenging to draw them out when you’re constantly managing high volumes of inbound conversations. Here are some of our most recent additions.

Data Visualization 118

Data Visualization Customer Communications Reporting Tools Customer Feedback 118

Intercom, Inc.

MAY 2, 2018

Live chat” implies an almost instant response, and many customer support teams are often concerned with managing the volume of messages that might come from adding live chat to their site or app. For example, Article Search is built right into Messenger. Why not highlight a best practice article that helps users get up and running.

Customer Experience 190

Customer Experience Inbound Messaging Article 190