Intercom, Inc.

JULY 11, 2019

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. You might say it’s one of the strongest advantages a startup has. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language.

Customer Experience 188

Customer Experience User Testing Research Software Customer Feedback 188

Intercom, Inc.

AUGUST 12, 2021

Few people are better advocates for a unified view of the customer experience than Dan O’Connell. Early in 2017, Dan joined the speech analytics startup TalkIQ, which would later be acquired by Dialpad, as their CEO. If you’re short on time, here are a few quick takeaways: Leaning on flexibility. AI augments support.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

Business of Software Conference

MAY 21, 2020

The best candidates they have their pick of where to work and it’s really hard for small startup to compete. So, against this calibre of competition how does a small startup managed to remain competitive? We’ve also received some incredible feedback from our interview process. And all of these have brand recognition.

Technical Review 52

Technical Review Feedback Software Software Review Analytic Tools 52

Business of Software Conference

JULY 26, 2016

Shawn Anderson & Shane Corellian: Alternative Marketing, or “Oops I Did A Marketing” Ayat Shukairy: Why “Customer First” Fails & What To Do About It. Matt Wensing: 1 Startup In 10 Years vs 1,000 Startups in 10 Minutes. Rahul Vohra: The Product-Market Fit Engine. Talks from BoS USA 2017.

Weak Development Team 70

Weak Development Team Data Visualization Customer Feedback User Testing 70

Intercom, Inc.

OCTOBER 29, 2020

Here are a few quick takeaways: Focus on your customers. Don’t just listen to what they say – watch what they do, understand their world and their challenges, and consider how your product integrates and fits in with everything else happening in their lives. Make it easy for customers to talk to you, and vice versa.

Feedback Software 209

Feedback Software Research Software User Testing Reporting Tools 209

Intercom, Inc.

MAY 10, 2018

Andrew’s been an angel investor and advisor for a slew of name-brand startups; however, he’s most widely known for his invaluable essays on growth. The Law of Shitty Clickthroughs” posits that successful channels will become less efficient over time , thanks to a crowding effect that exhausts potential users.

User Testing 224

User Testing Customer Experience Onboarding KPIs Customer Feedback 224

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. To summarize: Martech isn’t about making your strategy fit to the technology you want to use. Strategy first, technology second.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

Andrew Chen

MAY 14, 2018

When your users go through a high-consideration, high-intent signup funnel , like Uber drivers, the key to growth is understanding where folks fall off along the way and finding ways to simplify or shorten that process. “The I’ve known Marc and Ben for a long time, and they originally seed-funded a startup of mine many years ago.

User Testing 71

User Testing Customer Experience Onboarding KPIs Data Visualization 71