The Product Coalition

JANUARY 27, 2024

Product-Led strategy: User-Centric Approach, Customer-Centric Metrics Focus on self-service onboarding and scalability. Even when presented with a prospect offering a 10x MRR compared to the average deal size, it’s uncommon for product-led companies to divert resources from their planned initiatives to create bespoke solutions.

Feedback Software 136

Feedback Software Analytic Tools Onboarding KPIs B2B 136

Userpilot

APRIL 3, 2024

It reduces the load on your support team and improves customer satisfaction by providing self-service support. A resource center reduces support workload , boosts customer satisfaction , drives retention , and empowers self-service. Self-service is what most customers prefer, according to research by Zendesk.

Feedback Software 100

Feedback Software Analytic Tools Research Software Data Visualization 100

Userpilot

APRIL 22, 2024

That’s what end-user support is for. You can offer in-app support through live chats, resource centers, or interactive walkthroughs. In this article, we’ll show you how to offer support effectively and on a scale! There are different types of end-user support: Task-specific support. Technical support.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Reporting Tools 98

Userpilot

APRIL 10, 2024

Knowledge base creation is critical to enhancing self-service support. As your business grows, you can expect the number of support tickets to increase and the stress levels of your customer service team to go up. A knowledge base is a centralized self-service library of information about a product or service.

Feedback Software 93

Feedback Software Analytic Tools Research Software Data Visualization 93

Product Talk

SEPTEMBER 20, 2023

The opportunity solution tree helps visualize all the work that goes into continuous discovery. And while opportunity solution trees have become increasingly common among product teams, there’s still plenty of room for customization, both in the way you set up your trees and the tools you use to build them.

Data Visualization 250

Data Visualization Analytic Tools Research Software Product Research 250

Userpilot

APRIL 10, 2024

Personalized onboarding fosters strong relationships by tailoring solutions to specific job requirements. Enhance customer retention by offering self-service support tools for convenient issue resolution. Osano improved customer retention with an in-app resource center, reducing support chat requests by 25%.

Onboarding KPIs 98

Onboarding KPIs Customer Experience Customer Feedback User Testing 98

The Product Coalition

MARCH 1, 2024

Maintaining and scaling the Playlist Platform for the large internal customer base and supporting the playlists of millions of users. As you already understand, the product is a platform to support the heart of any streaming music service: Playlists. A very reliable and quick storage service for all the playlists.

Analytic Tools 132

Analytic Tools Research Software Technical Advisors User Testing 132

Userpilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. This article examines how to create an exceptional customer support strategy. TL;DR SaaS customer support is the process of assisting customers who use your product. Book a demo to learn how it works today.

Feedback Software 89

Feedback Software Analytic Tools Customer Feedback Customer Experience 89

Intercom, Inc.

APRIL 5, 2022

When it comes to customer support, there’s no substitute for the personal approach. Now more than ever, businesses are looking for a way to scale that personalized support. Phone support has been carrying that personal touch for support teams for decades. We didn’t want to eliminate the valuable option of phone support.

Inbound 209

Inbound Customer Experience Reporting Tools Messaging 209

Userpilot

APRIL 15, 2024

In-app support strategies to eliminate them. TL;DR Customer communication pain points refer to the problems customers encounter when trying to get help through your support channels. Better customer support. Six common customer pain point examples Inaccessible customer support channels. Six common customer pain points.

User Friction 103

User Friction Customer Communications Analytic Tools Feedback Software 103

Intercom, Inc.

AUGUST 13, 2019

Automated customer service isn’t a new concept. We’ve all navigated our fair share of automated phone menus or interacted with support bots to get help. 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

TechEmpower - Product Management

MARCH 4, 2024

Post-sale, AI analyzes customer data to improve service and loyalty, making it a cornerstone of modern sales methodologies. Similarly, in customer support , AI-driven chatbots and automated response systems are taking over routine support, effectively handling common issues such as account inquiries or basic troubleshooting.

Generative AI 118

Generative AI Analytic Tools Research Software Reporting Tools 118

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

APRIL 24, 2024

AI chatbots handle queries three times faster than customer service agents, improving efficiency while meeting customers’ preferences for self-service. You can use AI’s predictive analytics to anticipate user behaviors to facilitate proactive support and reduce churn risks. So that you can support them proactively.

Analytic Tools 67

Analytic Tools Feedback Software Data Visualization Reporting Tools 67

Intercom, Inc.

JULY 2, 2020

This way of thinking about support is all about efficiency. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers.

User Testing 253

User Testing Customer Feedback Customer Experience Research Software 253

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. Research shows giving customers the option of digital support can reduce call center call volumes and operating expenses by as much as 25-30%.

Research Software 118

Research Software Customer Experience Customer Satisfaction User Testing 118

Userpilot

APRIL 17, 2024

Businesses collect customer insights through data monitoring, surveys , interviews, support interactions , and social media. Zendesk offers scalable multi-channel customer interaction management solutions, enhancing service through advanced analytics and customization.

Data Visualization 93

Data Visualization Analytic Tools Feedback Software Reporting Tools 93

Intercom, Inc.

JUNE 14, 2022

Tiered support refers to support models that are organized with multiple levels or tiers of support. What does a tiered support model look like in practice? Typically, a tiered support model follows a numbered hierarchy with different levels of support assigned to each tier.

Customer Experience 118

Customer Experience Reference Engineering Information 118

Intercom, Inc.

MAY 13, 2022

Customer service is the ongoing support provided to a customer throughout the entire customer journey. . You could argue that what constitutes a good customer service experience can vary by customer and industry, but there’s no denying that people’s expectations are higher than ever. . What is a customer service process?

Data Visualization 129

Data Visualization User Testing Customer Experience Customer Feedback 129

Agile Velocity

APRIL 1, 2024

In the dynamic world of business, leaders and teams face evolving challenges that demand innovative, flexible, and efficient solutions. High Customer Expectations Customers today expect personalized, high-quality products and services delivered quickly and efficiently. This boosts motivation, creativity, and accountability.

Feedback Software 68

Feedback Software Agile Product Research Customer Satisfaction 68

Userpilot

APRIL 26, 2024

TL;DR Customer success is all about ensuring customers fulfill their desired goals when using your product or service. Customer success strategies focus on helping customers achieve their goals in the long term while customer support centers around short-term solutions. Book a demo to learn more.

Feedback Software 52

Feedback Software Analytic Tools Research Software User Testing 52

The Product Coalition

SEPTEMBER 13, 2022

Adopting cloud eCommerce seems to be a feasible solution. Nowadays, outsourcing software development services build custom apps for eCommerce landscapes. The migration to cloud eCommerce solutions allows businesses to improve their eCommerce sites and page speed. Evaluate Saas solutions.

Data Visualization 123

Data Visualization User Testing Software Developers Software Development 123

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. More and more, brands are relying on customer self-service methods to cut costs, increase the efficiency of their live agents, and improve the overall customer experience.

Data Visualization 104

Data Visualization Customer Experience Research Software User Testing 104

The Product Coalition

NOVEMBER 22, 2023

In the dynamic world of cryptocurrency, businesses are constantly seeking innovative solutions to stay ahead of the curve. One such solution gaining prominence is the adoption of a White Label Crypto Exchange. White Label Crypto Exchanges often come with integrated liquidity management solutions.

Customer Experience 134

Customer Experience User Testing Branding Product Research 134

Userpilot

MARCH 12, 2024

With several cloud-based software solutions popping up each day, SaaS user management is no longer an afterthought. A good management solution reduces the workload on the IT and HR teams while promoting data security and ensuring compliance with relevant data privacy regulations. User profile analytics in Userpilot.

Analytic Tools 102

Analytic Tools Feedback Software Customer Feedback Data Visualization 102

Userpilot

JANUARY 22, 2024

Customer success is a more proactive and holistic approach than customer support, customer service , or account management. A low-touch model relies on automation and self-service resources to onboard and support customers with little direct CSM involvement.

Analytic Tools 93

Analytic Tools Feedback Software User Testing Customer Feedback 93

Userpilot

JULY 31, 2023

If so, you’re in the right place, as this article discusses 15 tools that are excellent alternatives to Intercom and will help you optimize customer service processes and deliver outstanding self-service support. Help Scout is a customer service software offering shared inboxes, live chat, and in-app messaging.

Analytic Tools 92

Analytic Tools Feedback Software Reporting Tools Data Visualization 92

The Product Coalition

NOVEMBER 23, 2023

Growing market investments indicate that digital health solutions are becoming more sophisticated and widely accepted. The multifaceted service platform is the solution to the industry’s key challenges. As healthcare organizations transition to digital solutions, they must ensure the security of the data they keep and transfer.

Research Software 114

Research Software Analytic Tools Reporting Tools Data Visualization 114

The Product Coalition

NOVEMBER 27, 2023

The solution? Vertical SaaS offers a one-of-a-kind offering: the creation of an ecosystem of solutions extensively built for specific industry demands. This vertical SaaS functions as a feedback management solution, but it is a feedback management solution designed exclusively for other SaaS companies. Vertical SaaS!

Research Software 138

Research Software Feedback Software Reporting Tools User Testing 138

Userpilot

OCTOBER 26, 2023

We also look at examples of companies that have managed to ace product-led growth for complex software solutions. Combining self-service support with full-service support allows users to overcome even the most complex issues. Building a customer community is a way to share the support burden with your users.

Analytic Tools 93

Analytic Tools Feedback Software Product Research Data Visualization 93

Userpilot

AUGUST 15, 2023

How can SaaS companies use self-service analytics to gain the insights they need to drive product growth ? TL;DR Self-service analytics tools enable non-technical product teams to access and analyze customer data without dev or data scientist support. What is self-service analytics? Let’s get right to it!

Data Visualization 95

Data Visualization Analytic Tools Feedback Software Reporting Tools 95

Userpilot

APRIL 15, 2024

Zendesk uses AI to train their chatbots and summarize user details for support agents so that they can respond to user queries quickly and accurately. This reduces wait times and the load on support teams. The solution? Finally, Zendesk leverages AI to enhance your self-support resources. AI-powered localization.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Research Software 105

Userpilot

FEBRUARY 13, 2024

Having a hard time choosing the perfect customer self-service software? This article covers: Key benefits of the self-service method. Important features to look out for in a self-support tool. Good customer self-service portals help to: Answer customer queries instantly. Offer 24/7 support.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Embedded Analytics 52

Userpilot

APRIL 24, 2024

There’s also a resource center functionality for on-demand self-service user support. This is essential for users to adopt the product as a solution to their problems and become loyal customers. Here’s the real kicker: Userpilot is a no-code solution. How does Userpilot work? The result?

Analytic Tools 88

Analytic Tools Feedback Software Data Visualization Customer Feedback 88

Userpilot

JULY 20, 2023

If you’re here looking for a tool to implement customer self-service portals, chances are you’ve been struggling to build one by yourself. Thankfully, there’re simple solutions in the market that can help you create an efficient resource center, that integrates smoothly and is 100% self-service.

Embedded Analytics 98

Embedded Analytics Reporting Tools Data Visualization Analytic Tools 98

Userpilot

FEBRUARY 25, 2024

Frictionless sign-ups and proactive support are now essential for winning over users. Proactive support is now key to user satisfaction In an era where users are spoilt for choice, great customer service quickly stands out. 60% of consumers say they’ve purchased from a particular brand solely based on its services.

Analytic Tools 103

Analytic Tools Data Visualization User Testing Reporting Tools 103

The Product Coalition

MAY 9, 2023

It means saying NO to those enterprise customers that you’re so used to getting with additional services and customizations. It means telling your salespeople that you're moving their leads to self-service, costing them money. To support those efforts, you’ll need to charge them accordingly.

User Testing 147

User Testing Feedback Software Analytic Tools Outbound 147