ProductPlan

APRIL 18, 2023

In-app messaging is a way of communicating with users within the context of your product, often taking the form of tooltips, banners, or in-app chat. For software products, in-app messaging includes all of the native messages sent to a user while they are using your product.

Feedback Software 72

Feedback Software Messaging Customer Communications Customer Experience 72

Intercom, Inc.

JUNE 1, 2021

As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. However, as Austin is quick to note, this is unsustainable – and can lead to future problems in the form of agent burnout , which negatively impacts both agent happiness and your customer’s experience.

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Userpilot

AUGUST 7, 2023

In a world of endless digital communication channels, an omnichannel customer engagement strategy can help you deliver consistent, high-quality experiences across multiple channels. In this article, we’ll examine the omnichannel customer engagement strategy in detail. What is omnichannel customer engagement?

Analytic Tools 82

Analytic Tools Research Software Customer Experience Customer Feedback 82

Intercom, Inc.

JUNE 7, 2022

But any target-focused sales professional will want to know: how well does live chat actually work? Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack. Live chat is more efficient.

Inbound 245

Inbound Customer Communications Research Software Data Visualization 245

Userpilot

JULY 29, 2021

Are you looking for customer engagement solutions that can give you an upper hand in creating stronger customer relationships? It can be quite confusing if you don’t know what tactics will improve customer engagement in your product. What is a customer engagement solution?

Feedback Software 98

Feedback Software Analytic Tools Reporting Tools Customer Communications 98

Alchemer Mobile

DECEMBER 5, 2022

For many companies, mobile is the primary medium of communication with their customers and the number of companies who are mobile-first will only grow. These messages build up – messages from our friends, our family and yes, the companies we’ve allowed into our inboxes, given our phone numbers, and whose apps we’ve installed.

Feedback Software 130

Feedback Software Customer Communications User Testing Software Review 130

Userpilot

DECEMBER 7, 2023

Read on to find out their key differences and how they work together to help grow your product. CRM uses specialized software to manage customer relationships, analyze data, and improve outcomes by personalizing services and expecting customer needs. What is customer experience management (CEM)?

Customer Experience 84

Customer Experience Feedback Software Analytic Tools Customer Feedback 84

Product Talk

JANUARY 31, 2024

Describing the early phase of her discovery journey, Leann says, “Thinking back to where we started, it was in two areas—doing more interviews with our users and focusing on opportunities instead of solutions.” We started continuous discovery in two areas—doing more interviews with our users and focusing on opportunities instead of solutions.

Product Research 221

Product Research Reporting Tools Feedback Software Customer Communications 221

Userpilot

OCTOBER 30, 2022

There’s just one secret: keep the customer happy and satisfied at every point in their journey. That sounds basic, but it can get complicated as your customer base grows. Customer retention is a company’s ability to create experiences that drive repeat business. Adapt your tactics to the customer experience lifecycle.

Feedback Software 80

Feedback Software Data Visualization Customer Communications Customer Experience 80

Intercom, Inc.

APRIL 29, 2020

I shared how we’re navigating these big changes, from the immediate impacts on customers, to the implications for our marketing and product plans, and, finally, to our customer communications strategy. We also used in-app messages to avoid exacerbating already high levels of email fatigue.

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

Userpilot

OCTOBER 25, 2022

Looking for the best customer engagement tool for your SaaS company? There are plenty of solutions of customer engagement on review sites, but they don’t make the choice any easier. Instead, we decided to focus on customer engagement tools for in-app engagements in SaaS products. . Let’s dive in!

Analytic Tools 79

Analytic Tools Feedback Software Data Visualization Reporting Tools 79

Intercom, Inc.

MAY 18, 2022

Let’s discuss what first-party data is, how Intercom thrives on it, and how to leverage it to support smarter customer engagement. The customer journey is no longer linear, involving communications from marketing, sales, and support reps from lead to loyal customer. What is first-party data?

Data Visualization 217

Data Visualization Analytic Tools Feedback Software User Testing 217

Userpilot

NOVEMBER 16, 2021

Here at Userpilot , we’re seeing more and more SaaS companies using in-product messaging as a way to communicate quickly and efficiently with their customers. In-product messaging displays to your customer inside your product while they are using it. A definition of In-Product Messaging.

Feedback Software 85

Feedback Software Messaging Onboarding KPIs Customer Communications 85

Intercom, Inc.

OCTOBER 5, 2018

Why customer retention is important. But a sound retention strategy is actually one of your most powerful levers to grow your business by creating loyal customers. Best of all, to create these message schedules you don’t need a “retention hacker”. How to understand customer retention.

Customer Experience 199

Customer Experience Strategy Embedded Analytics Messaging 199

Userpilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. But what strategies work? Introducing secondary features to exceed expectations and customer satisfaction. Why is customer success important for SaaS?

Analytic Tools 70

Analytic Tools Feedback Software Research Software Customer Experience 70

Intercom, Inc.

MARCH 29, 2022

Over the course of the event, we explored our vision and beliefs for the future of customer engagement and communications, and heard from Intercom leaders like CEO Karen Peacock, Co-founder and Chief Strategy Officer Des Traynor, and Chief Product Officer Paul Adams, as well as some of our amazing customers.

Feedback Software 118

Feedback Software Customer Communications Reporting Tools Events 118

Userpilot

NOVEMBER 17, 2022

There’s a science to successful customer onboarding, and following the client onboarding best practices in this article will set you on the right path. Read on as we explore client onboarding and how to combine creativity, thoughtfulness, and the right onboarding software to help customers ‘get’ your product. Less churn.

Feedback Software 92

Feedback Software Customer Experience Analytic Tools Research Software 92

Userpilot

FEBRUARY 26, 2023

However, not all product marketing teams have mastered the art of digital customer engagement. In this article, we’re going to teach you how to measure digital engagement, four trends to stay on top of, and six approaches that you can use for your own digital customer engagement strategy! More customer data.

Feedback Software 84

Feedback Software Analytic Tools Data Visualization Customer Experience 84

Intercom, Inc.

OCTOBER 13, 2022

In this New at Intercom, Paul Adams, our Chief Product Officer here at Intercom, guides you through our newest, next-generation features and in-product innovations, and explores the challenges and solutions behind engaging more effectively with your customers and creating a more holistic, personalized customer experience.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Alchemer Mobile

FEBRUARY 2, 2021

As always, we’d love to hear how you’d add to this list in the comments below. The first step of any go-to-market strategy is to lock in a compelling positioning statement: Who is your app intended for? Landing pages can be set up with no cost or hassle with a tool like Squarespace or Wix. App marketing at its most basic.

Feedback Software 264

Feedback Software Analytic Tools Research Software Product Research 264

Userpilot

MAY 29, 2023

In this article, we’ll show you what a customer engagement framework looks like, go over the five stages of customer engagement, and look at a few customer engagement strategies that you should use for your own SaaS products! What is a customer engagement framework?

Analytic Tools 70

Analytic Tools Feedback Software User Testing Customer Experience 70

Userpilot

JUNE 30, 2022

You can leverage customer fit to bring success by: Creating user personas based on successful customers. Communicating a relevant value proposition with accurate product positioning. Designing your pricing plans to attract good-fit customers. Implement an engagement model that fits your perfect customer.

User Testing 81

User Testing Feedback Software Analytic Tools Customer Experience 81

Intercom, Inc.

AUGUST 23, 2022

In fact, 93% of customers are more likely to remain loyal to companies with excellent support. So, with a great support strategy you can reduce churn, improve customer lifetime value, and overall boost your bottom line. Here are four areas where you can supercharge your strategy. Let customer data drive your efforts.

Customer Experience 211

Customer Experience Data Visualization Customer Feedback Customer Communications 211

Userpilot

MARCH 29, 2022

One of the latest buzzwords in the SaaS circles is the ‘Product-led growth’ strategy. Several SaaS experts are raving about this ‘go-to-strategy’ that promises to boost customer engagement and satisfaction by making the ‘product’ the hero of everything the organization does.

Feedback Software 86

Feedback Software Onboarding KPIs User Testing Strategy 86

Alchemer Mobile

FEBRUARY 20, 2020

The HIPPO, or the Highest Paid Person in the Room, can block you from unlocking customer emotion data in order to improve your ratings and reviews by loudly voicing their personal preference as truth. HIPPOs can derail product progress, throw wrenches in acquisition strategies, and increase churn by overlooking research.

Feedback Software 147

Feedback Software Research Software User Testing Systems Review 147

UX Studio

OCTOBER 11, 2022

How Does UX Help Digital CX? What Does a Good Digital Customer Experience Strategy Look Like? Best Practices for Improving Digital Customer Experience. What is Digital Customer Experience? Digital customer experience, or digital CX, refers to all digital or online interactions between your brand and your customers.

Customer Experience 83

Customer Experience User Testing Analytic Tools Customer Feedback 83

Userpilot

JULY 7, 2022

Customer interaction involves all communications customers have with businesses through direct human contact, chatbots, self-help resources, etc. The customer experience refers to the total impressions someone has about a brand, while customer interaction involves the business and customer communicating simultaneously.

Feedback Software 83

Feedback Software Customer Experience Customer Feedback User Testing 83

Userpilot

NOVEMBER 3, 2022

Most knowledge bases contain information in different formats: knowledge base documents, how-to guides, explainer videos, glossaries, etc. There are two main types of knowledge bases: external (for customers) and internal (for employees). Also, keep the main elements of your learning center where customers expect to see them.

Analytic Tools 88

Analytic Tools Feedback Software Customer Communications Data Visualization 88

Userpilot

FEBRUARY 9, 2023

What’s product communication? Is it different from product messaging? How can dedicated in-product communication tools help you achieve your product goals? TL;DR Product communication is all the communication that helps users experience the product value , for example, in-app messages.

Analytic Tools 82

Analytic Tools Customer Experience Product Research User Testing 82

Userpilot

AUGUST 31, 2022

Brands that know how to create raving fans will always take the lion’s share of customers. Just think back to the last time you saw someone (or a group) passionately telling friends about a helpful tool. Just think back to the last time you saw someone (or a group) passionately telling friends about a helpful tool.

Feedback Software 78

Feedback Software User Testing Customer Experience Onboarding KPIs 78

Intercom, Inc.

AUGUST 16, 2022

Now is the time for support leaders to level up previous support strategies and adopt new tactics. Supporting your customers in the context of what they are doing, in their moment of need, is the fresh approach that businesses require for modernized customer service. Make your tech stack work for you: And cross-functionally!

Data Visualization 118

Data Visualization User Friction Customer Experience Customer Communications 118

Userpilot

JULY 2, 2022

While a price increase announcement can be seen as negative news for your customers, communicating it right will help you ease the tension and retain your customers. The most important thing is to use different channels including in-product communication , email, social media, and website. A banner is good. But what next?

User Testing 86

User Testing Feedback Software Customer Experience Customer Feedback 86

Userpilot

FEBRUARY 4, 2023

When it comes to customer retention , figuring out how to wow a customer is crucial. After all, how can you expect to keep existing customers if you’re not able to meet (or exceed) customer expectations? Build rapport Customer loyalty is just as emotional as it is transactional.

User Testing 74

User Testing Customer Experience Customer Feedback Feedback Software 74

Userpilot

JUNE 3, 2022

As the market gets more competitive, SaaS companies are increasingly relying on product-led marketing strategies to gain traction. We’ve compiled a list of the best resources to get you started – from tools and blogs to courses. Best product marketing tools. User onboarding tools: Userpilot.

Research Software 83

Research Software Analytic Tools Feedback Software Data Visualization 83

Intercom, Inc.

NOVEMBER 12, 2018

Depending on the industry, these services can range from call centers to ticket-based helpdesks, from self-serve knowledge bases to increasingly personal types of customer support using tools such as Intercom. Customer support should be personal. Should you utilize modern communication trends such as emojis and gifs?

Feedback Software 245

Feedback Software User Testing Customer Communications Customer Experience 245

Gainsight

DECEMBER 14, 2023

And it behooves us to use that data to improve customer journeys—and also to pre-empt problems and stay ahead of things that may ultimately get in the way of Customer Success.” So how exactly can you use these digital outreach strategies to effectively communicate with customers in a way that drives both engagement and success?

Customer Experience 52

Customer Experience User Testing Customer Feedback Onboarding KPIs 52

Gainsight

JULY 14, 2020

In EdTech, where communication is critical, how do you make sure the right message reaches the right students, teachers, administrators, and other educational players? If you needed to get important information to your users, it was likely buried under all of these communications. What Is an In-App Engagement?

Feedback Software 52

Feedback Software Strategy Customer Feedback Customer Experience 52