Intercom, Inc.

AUGUST 12, 2021

After all, as he points out, in a successful organization, the teams responsible for customer success and support tend to manage and influence more revenue opportunities than the field sales team – and if your customer service isn’t good or you’re not looking at CX from a holistic point of view, these chances of expansion are slim to none.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

Mind the Product

JUNE 29, 2021

You’ve optimised your product to solve a problem for your users. You’ve refined the sales funnel, built for scale, and made sure that accessibility is baked in from the start. We talked with Nathan Kinch, an Entrepreneur and Digital Trust Expert, about the big [.]

Customer Experience 211

Customer Experience Product Management Product Manager Management 211

Product Management University

MAY 1, 2020

The key to becoming a great business problem solver is the ability to distinguish customer problems from customer outcomes or goals. Customers say things like, “ One of our biggest problems is that we don’t get enough repeat business from existing customers.” A well-defined problem is half-solved.

Customer Experience 200

Customer Experience Webinar User Experience Definition 200

Intercom, Inc.

JUNE 20, 2018

As Intercom’s customer base moved upmarket, it became increasingly obvious to us in Sales that what worked well in our product for early-stage startups didn’t for larger companies. To fix it, we had to change how we worked with our product team. Here’s how we did it with a few lessons we learned along the way.

Feedback Software 199

Feedback Software Product Research User Testing Feedback Loop 199

Ronke PM

APRIL 11, 2024

It solves a problem for our customers. This customer-obsessed approach involves seeking and valuing customer feedback shared across the organization to inform solutions to problems. It serves as the connective tissue that unites them in their organizational roles and in solving customer problems.

User Testing 52

User Testing Customer Feedback Feedback Software Customer Experience 52

Intercom, Inc.

SEPTEMBER 15, 2021

In this episode, we sit down with Kevin to talk about the inner workings of category design: what it actually means and how companies can leverage it to grow. The hard part is knowing what problem your company solves. Once you know that, you can easily align around that and position yourself as the solution to that problem.

Technical Review 205

Technical Review User Testing Books Customer Experience 205

freshtrax

DECEMBER 29, 2023

The Roles of Design: Visualization Problem Solving Guidance Simplification Role of Design 1: Visualization Design is the visualization of thought. Role of Design 2: Problem Solving Design is a process of problem solving and the pursuit of beautiful solutions. In fact, this design solves a certain problem.

Data Visualization 116

Data Visualization Customer Experience Advertising Branding 116

Business of Software Conference

DECEMBER 14, 2023

We all know there are no shortcuts to success, but that doesn’t stop us from trying to find a magic bullet that will slingshot us to the front of the line. Rule Worth Breaking #3: You should focus on solving simple problems. How to Break This Rule: Solve specific problems, and don’t be afraid to solve challenging ones.

Software Review 64

Software Review Weak Development Team User Testing Customer Experience 64

Lenny Rachitsky

APRIL 18, 2024

These ideas often seem appealing and solve what appears to be an unsolved problem, attracting many people to pursue them. A successful pivot often entails focusing on familiar problems and refining previous solutions. He’s also racked up more than 6,500 office hours with founders.

Startups 87

Startups Feedback Software Crowdsource Customer Feedback 87

The Product Coalition

NOVEMBER 30, 2022

Let’s explore and discover how we can take the Jobs To Be Done framework to the next level and beyond. But many, many products are developed without knowing from the start that people want the solution, or even care about the problem. Hallelujah, we are actually talking to people and identifying problems!

User Testing 138

User Testing Product Research Research Software Customer Experience 138

Intercom, Inc.

JANUARY 28, 2019

A great partnership between product and sales needs to be based on shared definitions of success and an agreed upon process to collaborate. First, for a product to truly be considered successful, among other things it has to be: Valuable – solve a real problem people are willing to pay for. Solving customer problems.

Software Review 193

Software Review Differentiation Roadmap Customer Experience 193

Mixpanel

FEBRUARY 16, 2024

You may understand the technical nuances of the problems you’re solving or the general trends in your market, but if you can’t truly empathize with the people experiencing those problems, you’ll build a sub-optimal product. Here are a few ways we do it.

User Testing 52

User Testing Customer Feedback Customer Experience Data Visualization 52

The Product Coalition

FEBRUARY 11, 2023

How about this — how often do you see a problem around you, and then you decide to come up with an idea or solution? We discussed business ideas, researched options for funding, and most importantly, we supported each other. These ideas came from our experiences on campus and thinking about ways to solve problems.

User Testing 78

User Testing Research Software Feedback Software Strategy 78

Userpilot

NOVEMBER 29, 2023

In this article, we highlight the job responsibilities of a retention specialist, the skills needed to become one, and the resources these professionals can benefit from. Also known as customer retention specialists, they are typically a part of the customer success or sales team. Problem-solving skills, such as research and analysis.

Data Visualization 98

Data Visualization Reporting Tools Feedback Software Customer Experience 98

The Product Coalition

MARCH 13, 2022

They were like a magical superpower that we could use whenever we wanted. In fact, we didn’t even have to want. And that was the problem. We all do it all the time. But we need to do it consciously, or else we will surely overuse the tools, methods, and skills that we are used to using.

Feedback Software 157

Feedback Software Demo Data Visualization User Testing 157

The Product Coalition

FEBRUARY 14, 2023

If metrics are not stable, data-related problems will quickly compound and stymy efforts to generate insights. A typical pattern is: Based upon [metrics pattern] , if we take [this action] , the expected benefit will be [suggested outcome]. Here’s the bottom line: Insights must be actionable, else they are not insights.

Data Visualization 143

Data Visualization Customer Feedback KPI Customer Experience 143

Intercom, Inc.

JULY 1, 2020

Below, we share our tips for delivering effective proactive support to your customers at any scale. For example, you can send Outbound Messages to alert customers to known problems, like bugs in your product or delivery delays, and provide help upfront. What is proactive customer support? 3 ways to provide proactive customer support.

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

The Accidental Product Manager

JANUARY 22, 2024

However, there is a bit of a problem with this plan. This can cause all sorts of problems for product managers. How should we handle situations like this? How should we handle situations like this? The Birkenstock product managers have also tried to police online sales. They stopped selling directly to Amazon.

Product Management 73

Product Management Product Manager Management Management 73

Intercom, Inc.

JANUARY 14, 2021

In this episode of Inside Intercom, we caught up with Hubert for a chat about starting small, committing to a product strategy that helps you reach your long-term goals and making sure everyone’s on the same page. Rati Zvirawa: We’re delighted to welcome you as a guest on Inside Intercom today. And here we are, six years later.

Feedback Software 225

Feedback Software Research Software Analytic Tools Product Strategy 225

Lenny Rachitsky

APRIL 11, 2024

The goal in this stage is to find three to five customers with a problem worth solving, engage with them, deliver a solution, and validate that solution. The goal in this stage is to find three to five customers with a problem worth solving, engage with them, deliver a solution, and validate that solution.

User Testing 97

User Testing Framework Product Marketing Marketing 97

Intercom, Inc.

SEPTEMBER 3, 2020

At Intercom we believe great things can happen when you have a conversation. Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build?

User Testing 212

User Testing Customer Feedback Feedback Software Research Software 212

Intercom, Inc.

MAY 30, 2019

When we ship, we of course have done our diligence with research and design, but we’re also keenly aware that there’s so much we don’t know. Des: We’ve just launched a product recently in Product Tours. You can listen to our full conversation above, or read some highlights of our conversation below. Paul: Exactly.

User Testing 194

User Testing Feedback Software Customer Feedback Data Visualization 194

The Product Coalition

AUGUST 22, 2023

Understanding user needs and pain points is essential for building successful products and services, but that doesn’t mean we need to get stuck going down a multi-month research hole in order to be “ready” to collaborate, innovate, or prototype. Customer feedback: What are your customers saying during calls with sales or call-center reps?

User Friction 128

User Friction User Testing Customer Feedback Product Research 128

Intercom, Inc.

NOVEMBER 3, 2022

There had to be a simpler, smarter way to tackle the problem. In today’s episode, we sat down with Natasha to chat about managing remote teams, the challenges of creating a new category, and how planning software can help businesses create a more seamless, holistic customer experience. Finding the crux of the problem.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Intercom, Inc.

DECEMBER 10, 2019

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. But knowing how these steps work is not the same as making it happen, and we think we know why.

Onboarding KPIs 281

Onboarding KPIs Framework Product Research User Testing 281

Intercom, Inc.

OCTOBER 1, 2019

There are no silver bullets in sales – no tricks, hacks, or mantras that can guarantee you’ll hit target. Having led sales teams at Facebook, Twitter, and now Intercom, I’ve developed and executed many of these plays. These sales plays are the answers to mission-critical questions like “What criteria will I use to hire sales reps?”

Outbound 155

Outbound User Friction Demo Enterprise 155

Intercom, Inc.

NOVEMBER 19, 2018

For salespeople, your sales pitch is crucial – above all else, it must be crystal clear what you’re trying to sell and what the value is to your prospective customer. And the value of that sale compounds over time. This is especially true in SaaS, where tools are constantly evolving to tackle bigger problems and more use cases.

Product Research 180

Product Research Vision B2B Customer Experience 180

Userpilot

APRIL 22, 2024

We cover: Types of product features. Involve cross-functional collaboration with the sales team, product team, engineering, and other relevant stakeholders. They define the primary problem the product solves or the essential tasks it allows users to complete. This article aims to simplify feature analysis. Ready to begin?

Data Visualization 87

Data Visualization Analytic Tools Feedback Software Weak Development Team 87

The Product Coalition

MAY 5, 2022

Products succeed in the marketplace because they solve at least one problem well enough that a significant number of people decide to pay for it. Defining the problem and imagining the possibilities To build a product solution that people love (and pay for), you need to first define the problem you’re solving for them.

User Testing 138

User Testing Feedback Software Research Software Customer Experience 138

Intercom, Inc.

JULY 14, 2020

There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive. As customer success managers, we are well positioned to serve as customer advocates.

Books 249

Books Customer Experience Customer Feedback Onboarding KPIs 249

The Product Coalition

DECEMBER 11, 2023

Our product was an API, and we needed comprehensive technical documentation. I have worked with great technical writers, they weren’t the problem. When we reviewed the product, she started asking me questions that I didn’t have a ready answer for. The problem is that they don’t always know that they even need to ask.

Technical Review 78

Technical Review Marketing User Testing Customer Experience 78

Userpilot

APRIL 21, 2024

We also share examples of different conversion paths and optimization strategies. Prioritize middle- and bottom-of-the-funnel content, presenting your product as a solution to specific problems relevant to a particular user persona. Ahrefs blog posts promote their product as a natural solution to user problems and offer guidance.

Research Software 90

Research Software Feedback Software User Testing Reporting Tools 90

The Product Coalition

JUNE 24, 2022

“I want to be able to save images in your app”, “We need to have Siri voice commands enabled”, “Add to Carts are down 15% in one user cohort”…but unless you ask “Why?” over and over again in each of these scenarios you will never uncover the root problem/pain/opportunity. Product Managers are problem people.

User Testing 147

User Testing Analytic Tools Research Software Feedback Software 147

The Product Coalition

MARCH 18, 2022

Recently one of the founders of a hot startup asked me, “How do we know if we should add new value props for existing customers or continue to invest in existing ones? Given that we have finite engineering and product resources, what is the path forward?” Perhaps the sales team isn’t trained adequately.

Customer Experience 193

Customer Experience Onboarding KPIs User Testing Customer Feedback 193

Sachin Rekhi

NOVEMBER 28, 2023

We are partly to blame for this, since we often lead the witness to a particular conclusion when we ask a question like "do you think it's a good product idea?" This is because doing so suffers from the "Pathos Problem." So we might ask questions like: "What are your big goals and focuses right now?" "Is

User Testing 78

User Testing Customer Feedback Product Research Customer Experience 78

Intercom, Inc.

FEBRUARY 2, 2022

At Intercom, we believe in the power of sharing cross-functionally. Diving into a new project is an exciting challenge, but it takes time to develop context, address stakeholder needs, and meaningfully understand the problem. Without even realizing it, we begin to work with blinders on. Translating film industry phases to tech.

Data Visualization 220

Data Visualization User Testing Technical Review Magazine 220

The Product Coalition

JULY 30, 2023

The first is that organizations don’t have problems, people do. If you don’t know who exactly in the organization has the problem you are solving, and why it’s important for them, anything you say will be empty words that don’t make a difference for them. But what they say isn’t enough, that’s why we want to see what they do.

User Testing 110

User Testing Customer Experience Webinar Consulting 110