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. Userpilot is an excellent onboarding tool that enables effective in-app communication and on-demand user support.

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Data Visualization 98

Intercom, Inc.

MAY 13, 2022

Customer service is the ongoing support provided to a customer throughout the entire customer journey. . Historically, customers were assigned case numbers or tickets they could then share with customer service representatives or support agents as they progressed through their journey to find a resolution. .

Data Visualization 129

Data Visualization User Testing Customer Experience Customer Feedback 129

Intercom, Inc.

JUNE 22, 2022

Bots are transforming the way businesses support their customers. How do they improve the support experience? Not only that, these features will boost support rep efficiency by removing the need to access multiple systems to find the answers your customers need. Boost self-serve rates for a more seamless customer experience.

Customer Experience 218

Customer Experience Inbound Data Visualization Customer Satisfaction 218

Userpilot

JULY 24, 2023

Are you looking for Zendesk integrations to boost the efficiency of your self-service customer support? The article explores the best Zendesk integrations for: Customer support Customer feedback Productivity Email and social media communication Analytics and reporting Let's get right to it! If so, you’re in the right place!

Embedded Analytics 97

Embedded Analytics Data Visualization Analytic Tools Feedback Software 97

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. What AI tools you can use. Let’s get to it!

Analytic Tools 94

Analytic Tools Feedback Software Data Visualization Reporting Tools 94

Intercom, Inc.

OCTOBER 1, 2022

What each of these mechanisms have in common is that they help customers find the answers they’re looking for without the involvement of a customer support representative – thus reducing the burden on customer service or customer support teams. A multi-pronged customer self-service strategy can benefit both customers and support teams.

Data Visualization 104

Data Visualization Customer Experience Research Software User Testing 104

Userpilot

APRIL 17, 2024

Businesses collect customer insights through data monitoring, surveys , interviews, support interactions , and social media. Intercom enhances customer support for businesses of all sizes with automation, AI, and advanced tools for a seamless team and customer experience. If so, you need to invest in the right customer insight tools.

Data Visualization 103

Data Visualization Analytic Tools Feedback Software Reporting Tools 103

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. Maybe you’ve just extended support hours and it’s becoming harder to plan shifts for different time zones; maybe you’re spending hours figuring out schedules for the week ahead; maybe the inflow prediction was a bit off and now your team is under or overstaffed.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Intercom, Inc.

OCTOBER 25, 2022

At Intercom, we believe customer service is changing fundamentally, and we’re building a product that fits the landscape of modern support. This means reimagining the way things have always been done, and reshaping familiar support tools to suit a world where every business is an online business. What are tickets?

Customer Experience 118

Customer Experience Data Visualization User Testing Information 118

Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. “How can you ensure that your support team is still providing personable, conversational support at scale?” Messaging is rapidly becoming a key channel for customer support.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience User Testing Product Research Customer Feedback 224

Intercom, Inc.

DECEMBER 7, 2021

Support managers are consistently keeping track of conversation volume, capacity, and team performance. Support managers make countless rapid decisions every day – they need a convenient, reliable source of information to help them make the best choices for their teams. . Vera Rosado, Customer Support Manager, Pipedrive.

Dashboard 118

Dashboard Customer Experience User Testing Technical Review 118

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

SEPTEMBER 21, 2022

An in-app knowledge base enables you to take advantage of the self-serve support model for effective customer service delivery. A knowledge base software helps you provide on-demand self-service support to your customers at any time. Ready to learn how Userpilot helps you better support your users?

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Data Visualization 98

eG Innovations

MARCH 9, 2023

includes significant enhancements to our support for Citrix VDI and VDA monitoring allowing administrators to proactively monitor their Linux digital workspaces and the user experience alongside and more comparably to their Windows workspaces. eG Enterprise v7.2 eG Enterprise v7.2 We took Wilco’s comments on board and from v7.2

Customer Experience 86

Customer Experience User Experience Data Visualization Analytic Tools 86

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

Lenny Rachitsky

FEBRUARY 8, 2024

He is also on the board of directors at NumFOCUS, the nonprofit organization that supports open source projects like Jupyter, Pandas, NumPy, and more. GPTs unlock the potential for an “agent future,” where we assign complex tasks to AI tools. Currently, we prompt GPTs, receive rapid responses, and conclude the interaction.

ChatGPT 79

ChatGPT Reporting Tools Data Visualization Research Software 79

Intercom, Inc.

JUNE 8, 2022

As more and more business moves online, and customer expectations have risen accordingly, the demands on support teams have soared – it often feels like teams now need superhuman speed just to keep up. Ultimately, customer support reps are in need of tools that help them do their jobs more efficiently, effectively, and enjoyably.

Customer Experience 229

Customer Experience Dashboard Naming Events 229

Intercom, Inc.

MAY 13, 2022

Most of the time, help desks offer basic technical support or customer service , such as resetting user passwords, but functions can vary depending on business needs. . A support helpdesk is used to assist external customers answer inquiries such as help with a product or software setup. . What is a help desk as a service?

Reporting Tools 118

Reporting Tools Data Visualization Customer Experience 118

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. Thank you for joining us today.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

Intercom, Inc.

AUGUST 23, 2022

That’s why companies should look to support – and retain – the customers they have. But what role does customer support play in this effort to retain customers? Why great customer support is the key to customer retention. In fact, 93% of customers are more likely to remain loyal to companies with excellent support.

Customer Experience 211

Customer Experience Data Visualization Customer Feedback Customer Communications 211

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. Wondering how to create a resource center for your SaaS product?

Feedback Software 105

Feedback Software Analytic Tools Research Software Data Visualization 105

Intercom, Inc.

APRIL 7, 2021

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. Investing in the quality of your customer support experience is one of the most powerful ways to grow your company, but every company’s definition of “quality” is different.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

Userpilot

MAY 31, 2023

Here are a few ways to do this: Using artificial intelligence to answer customers’ questions via natural language processing (NLP), you can speed up customer support. Automation and scalability: AI-powered automation and chatbots can handle a significant volume of customer inquiries and tasks, reducing the burden on human agents.

Analytic Tools 97

Analytic Tools Feedback Software Customer Experience Artificial Inteligence 97

Atlassian

JANUARY 27, 2022

We’re delighted to announce today that Atlassian has acquired Percept.AI , an AI-powered virtual agent technology provider, to expand frontline support capabilities in Jira Service Management. A smarter approach to modern support. Gone are the days of simple walk-up support. Related Article. That’s where Percept.AI

Technology 104

Technology Artificial Inteligence Enterprise Customer Experience 104

Product Talk

SEPTEMBER 13, 2023

. – Tweet This And while you technically don’t need permission to get started, at some point, you will need buy-in and support from your leadership. So how do you walk that fine line between experimenting with continuous discovery and keeping your leaders informed and supportive? Do you have a Product in Practice you’d like to share?

Product Research 271

Product Research User Testing Research Software Feedback Software 271

Userpilot

JANUARY 15, 2024

This is especially true when trying to implement an in-app support infrastructure within your platform. Creating a positive fintech customer experience for every lead who walks through the door of financial institutions is easier said than done. Want to improve your fintech customer experience?

Analytic Tools 101

Analytic Tools Feedback Software Reporting Tools Data Visualization 101

Userpilot

MAY 24, 2022

Which is best for self-service support : chatbots vs knowledge bases? In today’s competitive business landscape, outstanding customer support is what can help you not only retain existing customers but attract new ones and boost retention. Want to start offering in-app self-service support? Let’s get started. What are chatbots?

Feedback Software 98

Feedback Software Reporting Tools Customer Experience Data Visualization 98

Intercom, Inc.

OCTOBER 22, 2020

Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support. Every time a problem in an organization impacted the customer, it was up to support agents to swoop in and clean up the mess.

Data Visualization 218

Data Visualization Reporting Tools Customer Experience Customer Feedback 218

Intercom, Inc.

MAY 25, 2022

This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. This is the third post in a series exploring the ways Intercom has scaled key functions to support the needs of enterprise customers. You have many thousands of active agents you want action in your workspace.

Reporting Tools 252

Reporting Tools Customer Experience Data Visualization Software Review 252

eG Innovations

MAY 14, 2021

Regardless of the features, price, or support, there is one thing you need from any EUC product, monitoring or otherwise – it should not be a massive security risk. Manager/Agent Architecture is Widely Used. Most monitoring products use a manager-agent architecture with either TCP or UDP protocols being used for communication.

Enterprise 103

Enterprise Data Visualization Product Research Transportation 103

Userpilot

DECEMBER 20, 2023

Machine learning improves user satisfaction by enabling proactive customer support, predicting potential issues, and offering timely assistance. Natural Language Processing (NLP) enhances support ticket management by automating analysis and intelligent routing, leading to faster resolution.

Artificial Inteligence 105

Artificial Inteligence Data Visualization Customer Experience Customer Feedback 105

Userpilot

NOVEMBER 3, 2022

The truth is self-service support has come to stay. A good knowledge management process is essential to succeeding with self-service support. Enables you to provide support at scale. Categorize your content: You need a suitable knowledge management process to keep your support center in top shape. Sounds ridiculous?

Analytic Tools 98

Analytic Tools Feedback Software Customer Communications Data Visualization 98

Intercom, Inc.

NOVEMBER 24, 2020

Chris Jewitt is a Customer Success Manager at Klaus , the conversation review tool designed to help modern support teams measure and maintain the quality and consistency of their customer conversations. Reframing customer support. In many respects, proactive support can serve as a first line of defense for support teams.

Feedback Software 118

Feedback Software Customer Experience User Testing Technical Review 118

Userpilot

NOVEMBER 19, 2022

Customer service KPIs measure the performance of customer service teams and customer support management. You should track customer service KPIs to measure the performance of your support teams, improve customer satisfaction, and boost customer retention and loyalty. Measure the performance of your support team.

Onboarding KPIs 98

Onboarding KPIs Data Visualization Reporting Tools Customer Experience 98

Intercom, Inc.

MARCH 23, 2021

Anticipating a sharp increase in order and support conversation volume in the months leading up to the popular shopping holiday, the product team sought to find solutions that would help to automate manual work for their team and make it easier for customers to shop. Empowering customers to self-serve.

Customer Experience 104

Customer Experience Research Software Feedback Software User Testing 104