Product Talk

NOVEMBER 8, 2023

As much as I love reading, I firmly believe that reading alone is rarely enough to help us change our behavior. Most of us need an extra push to go from ideas and inspiration to action. As much as I love reading, I firmly believe that reading alone is rarely enough to help us change our behavior. But I didn’t stop there.

Product Research 211

Product Research Books Research Software Analytic Tools 211

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. And that’s where Surfboard comes in.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Product Innovation Educators

MARCH 25, 2024

How product managers can empower their teams Today we are talking about how product leaders can create more effective teams by using a people-first leadership approach. Joining us is Diana Stepner, Head of Product for Education at the Chan Zuckerberg Initiative. When people feel supported, their product efforts shine.

Leadership 105

Leadership Customer Experience Reference User Testing 105

Intercom, Inc.

DECEMBER 6, 2022

Our mission – the change we want to create – is to make internet business personal. Whether we’re creating tools that improve personalization or strengthening our privacy and security, Intercom has always been committed to bringing a personal touch to every change we make to our product. A simple example? Add elements of delight.

Artificial Inteligence 129

Artificial Inteligence Feedback Software Data Visualization Customer Experience 129

Alchemer Mobile

DECEMBER 13, 2023

You need to automatically identify all scores that are not promoters and follow up with those customers to see what you can do better. Most companies rely on their account, CX, or support teams to provide insights into why accounts were lost. Good questions to ask in this survey include: • Would you consider us in the future?

Customer Feedback 130

Customer Feedback User Testing Feedback Software Product Research 130

Product Talk

OCTOBER 25, 2023

There were just things that we thought would make the experience better, optimize or iterate on, but they weren’t really risky things.” I don’t want us to come back and say, ‘Why don’t we just do this build to test thing?’” They continue to gather feedback from their tests and weigh and make decisions.

Leadership 256

Leadership Product Research Reporting Tools Feedback Software 256

Product Innovation Educators

NOVEMBER 13, 2023

Joining us is a returning guest, Vidya Dinamani. This requires top-down support and leadership to create a culture that values and prioritizes customer-centricity. Outcome-driven metrics like Net Promoter Score (NPS) can help drive behavior and guide decision-making to move the needle. There are three essential characteristics.

Customer Experience 116

Customer Experience Leadership Healthcare Framework 116

Intercom, Inc.

AUGUST 4, 2021

When we’re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can. Intercom’s company mission is to “make internet business personal” and we aim to bring the same personal touch to our interviewing process. The Customer Support interview process.

User Testing 239

User Testing Customer Experience Customer Feedback Feedback Software 239

Intercom, Inc.

JULY 13, 2021

And many organizations, unfortunately, don’t make it any easier. Our goal was to make them clearer, more useful, and more realistic. That’s why we’re upfront with candidates about what we look for in designers before they interview with us. Design candidates can better prepare for their interviews.

Product Research 271

Product Research Customer Communications Feedback Software Reporting Tools 271

Intercom, Inc.

MAY 12, 2021

We’re aiming for excellence at scale, and this framework will help us to continuously improve the way we work as our company grows. We’re also facing a future of remote or hybrid work that plays into every decision we make. That will help us focus on aligning team processes and improving collaboration. Setting our goals.

User Testing 239

User Testing Feedback Software Framework Reporting Tools 239

Product Management University

MARCH 23, 2023

You’re probably not going to make the shortlist and it’s easier to ghost you than deliver the bad news. You’re essentially making statements you know buyers agree with and telling stories about the real world they live in every day. As you should, you explain how the product supports the one-off scenario.

Demo 243

Demo Product Research Systems Review Workshop 243

Alchemer Mobile

DECEMBER 8, 2022

While we can hypothesize that the lack of Vitamin D certainly contributes to grumpier customers in the gloomier months, we needed data to support our claims. This tells us a few things. The second, and more important, thing this tells us is that people need extra love and in-app support in the winter. Media/Entertainment.

Customer Feedback 246

Customer Feedback User Testing Data Visualization Customer Experience 246

People-First Product Leadership

APRIL 24, 2024

All of these situations are tricky, especially for those of us who are introverts and not naturally the loudest person in the room. It always makes me smile when I recall organizing team events and finding myself standing on a chair or table and calling everyone back from a break. Better phrases or responses are available as a result.

CTO Coach 59

CTO Coach Data Visualization Customer Experience Research Software 59

Intercom, Inc.

NOVEMBER 17, 2021

We stay in close conversation with our customers so we can find new ways to make Intercom even better for you and your teams. All of these improvements come directly from feedback from you, our customers, so we can help you to support and engage your customers like never before. Conversational support. Best of all?

Customer Feedback 222

Customer Feedback Data Visualization Customer Experience User Testing 222

Mironov Consulting

DECEMBER 17, 2023

”  There’s tremendous pressure to minimize the importance of a feature tweak to close this quarter’s big deal, and similar pressure to minimize both the initial effort to make that tweak and the ongoing effort to keep it working.    Far away.    Hard to see.  What Have We Committed To?

Customer Communications 117

Customer Communications Reporting Tools Artificial Inteligence User Testing 117

The Product Coalition

MAY 9, 2023

It took us 9 months, but I commonly hear of companies that took 1.5 It certainly did for us, and we did try it for a while, until we understood that it’s basically impossible. You then need to make a lot of calls to get a serious prospect. To support those efforts, you’ll need to charge them accordingly.

User Testing 147

User Testing Feedback Software Analytic Tools Outbound 147

The Product Coalition

JANUARY 11, 2023

The next day, I was having a conversation with a customer, and she was asking about our plans to better support video. And while this works like magic for images, our support for video was somewhat limited. Better quality. In short, Tagbox.io In general, the cost, complexity, and uncertainty made it not worthwhile to do.

Research Software 158

Research Software Product launches Technology Data Visualization 158

Intercom, Inc.

JUNE 9, 2020

The past few weeks have shown us how important it is for all of us to deeply empathize with those around us. Make decisions quickly. Weidick shared with us that the best leaders are those who make decisions quickly, with just enough information to take action.

Strategy 197

Strategy Feedback Software Customer Experience Reporting Tools 197

UX Planet

FEBRUARY 25, 2024

Starting a career isn’t simple, we make mistakes (which are necessary), we discover many things, and we learn a lot. So, why not share it with you to make things easier? ? The only way I see to break this beginner’s cycle is by investing time in designing personal projects or supporting non-profit organizations with your designs.

UX 93

UX Product Research User Testing Research Software 93

Intercom, Inc.

SEPTEMBER 3, 2020

Thomas Creighton De Farias: Thanks for joining us today on this special episode of Inside Intercom. we’ll be answering that by chatting with the people that make it happen: the R&D team members who take your feedback and turn it into the tools that you use. In London, we focus on improving our support solutions.

User Testing 212

User Testing Customer Feedback Feedback Software Research Software 212

Intercom, Inc.

JULY 8, 2020

Support has changed in innumerable ways, from the emergence of call centers ( yes, phones were novel once ) to the shift to social media. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. By embracing conversational support, every business can do the same.

Customer Experience 203

Customer Experience User Testing Feedback Software Customer Feedback 203

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?” Download your copy of the thought leadership paper now.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. What is proactive support? Here’s how they’re doing it.

Reporting Tools 237

Reporting Tools Inbound Data Visualization Customer Experience 237

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

Product Innovation Educators

DECEMBER 4, 2023

The motions reflect a need for leadership change as organizations struggle for higher performance while supporting employees. Sharing the four leadership motions with us is Janice Fraser. She currently supports very large organizations including P&G in becoming more innovative and agile. What makes this moment complicated?

Leadership 101

Leadership Startups Government User Testing 101

Intercom, Inc.

AUGUST 12, 2021

Few people are better advocates for a unified view of the customer experience than Dan O’Connell. Voice is this last offline dataset,” he tells us. Dan believes it’s better to invest in integrated systems and to sacrifice a few extra features in favor of a better user experience. AI augments support.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

Mironov Consulting

JANUARY 24, 2024

We can reduce them down to: Clear choices for company-level growth/objectives that help each functional group make more granular, aligned strategic decisions.    Do Sales, Marketing, Finance, HR, Engineering, and Product know/have what they need to support the plan?    Buy them drinks, make them feel appreciated.

Strategy 119

Strategy Product Strategy Onboarding KPIs Data Visualization 119

Intercom, Inc.

NOVEMBER 2, 2021

Across the US, people are quitting their jobs in record numbers. . They needed better interview processes to weed out the failures before they joined their teams. To any rational person, this makes no sense. You can do this for pretty much everything, people-related or not, and get a better outcome as a result.

Product Research 291

Product Research Software Review Feedback Loop Feedback Software 291

Product Innovation Educators

OCTOBER 30, 2023

She oversees product strategy, definition, and launch activities for Kymeta’s mobile satellite communications product line, which is making mobile broadband connectivity around the world ubiquitous. Summary of some concepts discussed for product managers [6:35] What is a customer use case? For use cases, you should broaden that.

User Testing 123

User Testing Reporting Tools Customer Experience Research Software 123

Intercom, Inc.

JANUARY 31, 2023

This means we need to think carefully about how to apply the tech in practice to make it truly useful. There is a lot of important context sprinkled throughout customer support conversations, and support reps often have to write summaries before handing conversations over to teammates. All in all, I love this.

Artificial Inteligence 188

Artificial Inteligence Feedback Software ChatGPT Customer Experience 188

Intercom, Inc.

NOVEMBER 24, 2020

We recently released more than 20 new features that make Intercom better at handling complex queries and therefore a better tool for offering world-class support at scale. It is that choreography which allows customer support teams to stay on top of requests and ensure resolution for customers.

Reporting Tools 211

Reporting Tools Data Visualization Customer Experience Customer Feedback 211

Intercom, Inc.

APRIL 20, 2022

Design fundamentals are a set of patterns that are commonly followed to make products easier and more delightful to use. They are also extremely empowering for designers, enabling us to focus on solving problems quickly without getting lost in re-inventing the standards. Design fundamentals make designing interfaces easier.

Customer Experience 211

Customer Experience Artificial Inteligence Branding Reference 211

Intercom, Inc.

APRIL 30, 2020

In times like these, we could all use friends, supporters, collaborators. And as businesses, we could all use partners to forge stronger relationships with our customers. Customers who use our Intercom app retain 60% better and bring a 9% higher MRR than our average customer.”. Here’s how they work.

Feedback Software 223

Feedback Software Webinar Customer Experience User Testing 223

Intercom, Inc.

JULY 5, 2022

They were prefabricated and all the necessary parts to build the house were shipped to customers across the US. They were difficult to maintain and improve because whenever we wanted to make an improvement that would benefit all message types, we’d have to update all of them individually. Back in 1908, Sears Roebuck and Co.

Feedback Software 186

Feedback Software User Testing Product Research Data Visualization 186

AB Tasty

FEBRUARY 5, 2024

Change is what propels us towards progress. Change is how we find our better. We’re stepping into a new era that better aligns our forever commitment to “test and learn” with our position in the market as a partner that helps brands push ideas even further. And our people are what make our customers happy.

Branding 64

Branding Data Visualization User Testing Customer Experience 64

Intercom, Inc.

JUNE 28, 2021

For Pride this year, we made “remote” work for us. We held learning sessions that covered topics like the ABCs of LGBT, trans awareness, supporting LGBT kids, as well as remote events like bingo and a drag makeup masterclass. How we’re marking Pride 2021.

Education 223

Education Events Naming Positioning 223

Product Innovation Educators

JANUARY 1, 2024

Most of us who have been in established organizations, know this can be challenging as a culture of innovation is often lacking. Joining us is Andy Binns, a management advisor, award-winning author, and speaker on innovation and change. We wanted to make some of those tools more available to people. [7:22]

Analytic Tools 98

Analytic Tools Data Visualization Research Software Strategy 98