Userpilot

JANUARY 10, 2024

Every SaaS company needs an onboarding manager because they help customers implement solutions, resolve complaints, gather feedback , and build long-term customer relationships. Help resolve technical issues : During this implementation, the manager also has to help resolve any bugs, errors, and other issues that may arise.

Feedback Software 94

Feedback Software Analytic Tools Product Research User Testing 94

Intercom, Inc.

JUNE 1, 2021

Most support teams have seen an influx of support queries since COVID-19 hit – and those issues are more complex than ever. The solution: Optimize your resources with the Conversational Support Funnel. So how can you manage a larger volume of queries without needing to add headcount? Pro tip: New to the Conversational Support Funnel?

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Intercom, Inc.

JULY 26, 2022

This has benefits for both your customers and your team, helping to alleviate high volumes of calls while allowing customers to reach a solution faster. Which solutions can be used to improve call deflection? Call center deflection helps diminish customer frustration by giving them a choice in how they resolve their issues. .

Research Software 118

Research Software Customer Experience Customer Satisfaction User Testing 118

Intercom, Inc.

JUNE 16, 2020

Teams must also be able to identify why these issues are happening in the product and resolve them – for good. Customers want their issues solved with as little friction as possible. That is, how effective is your support team in fully resolving your customers’ problem? It’s time-consuming, even when it’s fast.

Customer Experience 237

Customer Experience User Testing Reporting Tools Customer Feedback 237

The Product Coalition

JANUARY 3, 2023

By conducting usability testing, you can identify and fix any issues before the app is released, increasing the chances of its success in the market. It is typically conducted with a small number of users, and the results are used to identify any issues or problems with the product’s usability.

Research Software 138

Research Software User Testing Product Research Testing 138

Intercom, Inc.

OCTOBER 13, 2021

The team spent most of its days dealing with minor issues that arose within our system, constantly working reactively instead of looking at the underlying problems and proactively strengthening the infrastructure – we simply didn’t have time. Every solution would have at least two engineers working on it. Principle 1: Do less, better.

Data Visualization 129

Data Visualization Analytic Tools Systems Review Engineering 129

Intercom, Inc.

AUGUST 13, 2019

Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human. As the head of our Support Ops team, I work daily with my teammates to develop automated solutions that don’t frustrate customers, but empower them.

Data Visualization 279

Data Visualization Customer Experience User Testing Customer Feedback 279

Userpilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? You may resolve customer issues and reduce resolution time by: Offering onboarding guidance for new users to equip them early for smoother navigation. Use segmentation for automating in-app messages with solutions for specific issues.

Customer Experience 96

Customer Experience Onboarding KPIs User Testing Customer Feedback 96

Intercom, Inc.

DECEMBER 8, 2020

This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. They’re vital for gauging whether or not your current customer support solutions are meeting the needs of your customers and your organization. Help desk metrics vs. KPIs.

Onboarding KPIs 211

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 211

Reveal

SEPTEMBER 12, 2023

addresses numerous bugs and issues to provide a smoother and more reliable experience across all platforms, including: We’ve resolved the issue where pushing multiple menu items with menuItem action functions called only the last action function, ensuring that your menu items work as expected.

Data Visualization 100

Data Visualization Analytic Tools Reporting Tools Feedback Software 100

Roman Pichler

NOVEMBER 2, 2021

If you are not satisfied with the answers and believe that the team members are not aware of the issue, share your view without judgement and criticism. But chances are that nothing will change for the better if you don’t openly address the issue. Don’t assume that a performance issue is entirely the development team’s fault.

Weak Development Team 325

Weak Development Team Development Software Review Technical Review 325

Userpilot

JANUARY 20, 2024

RCA helps organizations eradicate recurring issues and not just symptoms. Next, conduct further research, run experiments , and dig deeper into issues to validate or refute the hypotheses. Once a hypothesis is proven right, generate solution ideas and prioritize them in terms of impact and technical feasibility.

Feedback Software 113

Feedback Software Analytic Tools Research Software User Testing 113

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service portal is a branded website where customers can access useful information and complete actions that help them resolve any issues they’re facing with your product or service. A community forum where customers come together to share their experiences, ask questions, and document solutions to common problems.

Data Visualization 104

Data Visualization Customer Experience Research Software User Testing 104

The Product Coalition

DECEMBER 27, 2023

arise, or UX issues are solely attributed to designers. The true efficiency of teams lies in the innovative and impactful solutions they create together, not in the constant full utilization of each member. ❌ Common Wrong Strategy: Appointing a single decision-maker to resolve disagreements.

Analytic Tools 131

Analytic Tools Weak Development Team Reporting Tools Technical Review 131

Userpilot

FEBRUARY 22, 2024

It encompasses everything from helping them understand the product to troubleshooting issues and offering guidance. A good customer support system has several advantages, including: Customer satisfaction : Prompt and efficient support resolves issues quickly, minimizing frustration and boosting customer satisfaction.

Feedback Software 89

Feedback Software Analytic Tools Customer Feedback Customer Experience 89

Intercom, Inc.

AUGUST 12, 2020

Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprecedented volume of enquiries and issues. Ticketing meets the Messenger. So does this mean we’ve introduced ticketing?

Data Visualization 249

Data Visualization Reporting Tools Customer Experience Customer Feedback 249

The Product Coalition

AUGUST 25, 2023

It is a disguised form of Agile Development that masquerades as a solution but creates negative outcomes that you may discover later. Therefore, retrospectives must be treated seriously so that the development team can identify potential issues with the current process (based on past errors) and implement improvements.

Agile 122

Agile Feedback Software Weak Development Team Technical Review 122

Product Talk

JANUARY 3, 2024

We believe that innovation stems from truly understanding the problems that we are trying to solve instead of just implementing a solution,” says Mike. We believe that innovation stems from truly understanding the problems that we are trying to solve instead of just implementing a solution.

Product Research 212

Product Research Customer Experience Research Software Reporting Tools 212

Userpilot

NOVEMBER 3, 2022

This metric measures the company’s ability to resolve a customer’s problem within the first interaction, with no follow-up. First contact resolution rate means a query was resolved within a single interaction (on any platform) while first call resolution is a metric that only tracks performance for phone support agents.

Feedback Software 94

Feedback Software Research Software Reporting Tools User Testing 94

The Product Coalition

JULY 20, 2021

Retailers usually face major issues regarding maintaining the supply chain, fairtrade practice and quality of products. The solution to such problems is to increase the visibility of products right from production to sale. Let’s understand the persisting challenges in the retail industry and look at how blockchain resolves the issues.

Transportation 101

Transportation Technical Review Systems Review Data Visualization 101

Userpilot

JULY 14, 2023

Not following up with customers to see if their issues were resolved. Contact customer support reps to find repeated issues, then implement proactive support. Customers are paying for your service, so if they have an issue, they expect a resolution when they want. Disregarding customer feedback and not responding.

Feedback Software 87

Feedback Software Customer Experience User Testing Customer Feedback 87

Userpilot

FEBRUARY 13, 2024

TL;DR Customer self-service software is any tool that can empower your customers to access help resources and troubleshoot issues independently. Self-service software is any tool that can empower your customers to access help resources and troubleshoot issues independently. Offer 24/7 support.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Embedded Analytics 52

Userpilot

NOVEMBER 19, 2022

The 10 key customer service KPIs are Customer Satisfaction Score, Customer Effort Score, First Response Time, First Contact Resolution Time, Net Promoter Score , the volume of support tickets, number of Resolved Tickets, tickets volume per channel, cost per conversation, and knowledge base views. Number of Resolved Tickets.

Onboarding KPIs 97

Onboarding KPIs Data Visualization Reporting Tools Customer Experience 97

Split

MARCH 17, 2023

By utilizing CD and PD, developers can better share code, insights, and best practices while working together to solve issues. As a result, they can identify potential issues and resolve them before deploying code to production. What issues are you attempting to resolve? What do you hope to accomplish?

Feedback Software 98

Feedback Software Software Review User Testing Customer Experience 98

Userpilot

SEPTEMBER 14, 2023

Integrating your CRM with a product adoption solution can help you combine your dunning emails with in-app billing reminders. Dunning email vs. dunning sequel Dunning emails are sent on the same day that a billing issue occurs and results in failed payments so that customers know that there was trouble processing their recent payment.

Analytic Tools 94

Analytic Tools Data Visualization Customer Experience User Testing 94

Intercom, Inc.

OCTOBER 25, 2022

The system labels the interaction with an identifying number, issues that ticket ID to the customer, and keeps track of the ticket as it works its way through the behind-the-scenes resolution process, which might require the involvement of multiple teammates. Enable agents and bots to resolve more requests, faster.

Customer Experience 118

Customer Experience Data Visualization User Testing Information 118

Intercom, Inc.

MAY 25, 2021

Indeed, 73% of customers say that valuing their time is integral to a good customer support experience; navigating robotic-sounding menus and then repeatedly explaining a problem to one support rep after another (often to find out that the issue couldn’t be resolved then and there anyway) does not suggest that anyone’s time is being valued.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Userpilot

APRIL 22, 2024

From small teams to large enterprises, Miro offers solutions that address their challenges. Zapier maintains a tight feedback loop to build trust with users Zapier is one of the most successful product-led companies because commitment to quickly resolving user issues.

Feedback Software 78

Feedback Software Product Research Customer Experience Strategy 78

Userpilot

NOVEMBER 20, 2023

More importantly, we will show you: How to identify them What causes data discrepancies And how to leverage product analytics tools to avoid the issue Let’s dive in! To resolve data discrepancies, identify the root cause of the issue and address it accordingly. How do you resolve data discrepancies? Source: Atlan.

Data Visualization 97

Data Visualization Analytic Tools Feedback Software Reporting Tools 97

Userpilot

APRIL 22, 2024

Despite having an easy-to-use product, users still need assistance to perform certain tasks or solve issues. TL;DR End-user support refers to how you assist your customers as they perform tasks on your platform or whenever they experience issues. That’s what end-user support is for. Builds customer loyalty. Reduces churn.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Reporting Tools 98

Product Talk

MARCH 13, 2024

Now that we are almost ten months in, most of those challenges have been resolved,” says Sam. Another issue arose early in the team’s formation: ambiguity in role clarity held the team back from taking action. This may be working out how their solution utilizes more API-based services from legacy applications.

Research Software 294

Research Software Weak Development Team Feedback Software User Testing 294

Intercom, Inc.

MARCH 16, 2022

That also means we hold ourselves to high operational standards: minimizing costs, speedily addressing quality issues that arise within existing products, and mitigating security risks. Despite all our best intentions, however, some code changes will inevitably cause issues. The foundation of our operational health is availability.

Software Review 118

Software Review Technical Review Systems Review Management 118

Userpilot

MAY 19, 2022

The 10 key help desk metrics to measure are the number of new tickets, the number of resolved tickets, ticker volume, first response time, resolution time, first contact resolution, Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Net Promoter Score (NPS) , and ticket backlog. Number of resolved tickets.

Feedback Software 98

Feedback Software Onboarding KPIs Analytic Tools Customer Experience 98

Intercom, Inc.

SEPTEMBER 8, 2021

The three pillars that underpin conversational support – proactive , self-serve , and human support – work together to empower support teams to tackle known issues before they arise, leverage automation and bots to power support at scale, and free up valuable time for their team to focus on complex and urgent customer issues that need a human touch.

Reporting Tools 237

Reporting Tools Inbound Data Visualization Customer Experience 237

Intercom, Inc.

JULY 26, 2022

This helps companies give their customers speedy answers to common inquiries, while freeing up customer support teams to handle more complex issues.

Artificial Inteligence 118

Artificial Inteligence Customer Experience Outbound Inbound 118

Crafty CTO

AUGUST 22, 2023

I was worried that Pi-hole might be causing the issues. I had been relying on Cloudflare DNS as my upstream DNS resolver for Pi-hole, and Cloudflare was the party triggering the CAPTCHAs. Switching to OpenDNS fixed the issue. Today I finally hit the breaking point and dug into what was going on. That would be my cue to exit.

52

52

The Product Guy

JULY 4, 2019

The list of errors were more than 50 pages long and my team and I had to resolve them. Needless to say, a process that was supposed to be resolved with a one-day turnaround time was extended by two or three days. After researching the problem with my team, we came up with a solution. Once again, accuracy was an issue.

Research Software 153

Research Software Product Management Product Manager Systems Review 153