Intercom, Inc.

OCTOBER 29, 2019

At some inflection point of growth, it becomes impossible to intuitively know your customers, let alone decide which ones to focus on. As Intercom’s business grew rapidly in 2017, we found ourselves at this exact crossroads. We could no longer assume all our customers had uniform needs and could be reached the same way.

User Testing 184

User Testing Data Visualization Customer Experience Customer Feedback 184

Product Talk

FEBRUARY 21, 2024

When you start interviewing customers every week, it’s easy to get overwhelmed by how much you are learning. When we use our customer interviews to collect specific stories about past behavior, every conversation can uncover dozens of unmet customer needs, pain points, and desires (AKA opportunities).

User Friction 217

User Friction Customer Experience Customer Feedback Analytic Tools 217

Product Talk

JANUARY 31, 2024

Describing the early phase of her discovery journey, Leann says, “Thinking back to where we started, it was in two areas—doing more interviews with our users and focusing on opportunities instead of solutions.” We started continuous discovery in two areas—doing more interviews with our users and focusing on opportunities instead of solutions.

Product Research 221

Product Research Reporting Tools Feedback Software Customer Communications 221

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. Resolution Bot is a product that automatically answers the repetitive questions faced by customer support teams.

Artificial Inteligence 281

Artificial Inteligence Customer Communications Research Software Feedback Software 281

The Product Coalition

AUGUST 24, 2021

venture capital investments, 1995–2017: [link] The burst of the bubble (also known as the dot-com crash ), took place in the early 2000s and was a critical turning point for the technology industry. Many of those companies would spend that money on building their software without sufficiently interacting with their customers.

User Testing 146

User Testing Development Customer Experience Product Research 146

Usersnap

AUGUST 25, 2019

Developing your website and a building the customer experience can be a lot of trouble, especially at early stages. Any product, whether it’s a website or a service, needs testing to perfect it. Negative feedback from your customers is arguably more important than the positive. In-the-moment website feedback.

User Testing 63

User Testing Customer Experience Product Research Customer Feedback 63

Mind the Product

JANUARY 4, 2018

But when it comes to customer loyalty, millennials are different. Research has shown that they are less influenced by advertising than other generations, so companies have been struggling to engage with them. Find the user’s pain points with existing solutions, and figure out the deep root of the problems.

User Testing 111

User Testing Customer Experience User Experience Customer Feedback 111

Mind the Product

SEPTEMBER 10, 2017

The process is based around Research, Design, Prototype and Testing, but it also needs a focus – what Blade calls a “centreline experience”. This centreline experience is the thing that your users can’t do without, and they won’t engage with you unless you have it. Compare and Contrast. Quality Design. Being Human.

Research Software 131

Research Software Product Research Data Visualization User Testing 131

Userpilot

JANUARY 28, 2022

As a SaaS owner or product marketer, you definitely know that success is highly dependent on good customer experience optimization. After all, customer success is directly tied to customer lifetime value and feature adoption which makes it even more important to keep the customer’s experience positive.

Customer Experience 87

Customer Experience Feedback Software Analytic Tools User Testing 87

Mind the Product

APRIL 18, 2017

UPDATED Mind the Product San Francisco 2017 promises to be one of our best product conferences yet, with double the number of workshops , more networking events around the conference, and more fun than ever before. He was the product lead for growth and relevance at Twitter, growing Twitter’s active user base by nearly 10x.

Research Software 75

Research Software User Testing Customer Experience Workshop 75

Roadmunk

AUGUST 24, 2017

Tight and continuous feedback loops with real customers is common in great products. Karan Peri (@karanperi) June 29, 2017. Yeah, we all know feedback will forever be critical to product orgs, but how feedback is ‘looped’ to product teams is just as integral. Meet part of Roadmunk’s customer success team.

Product Research 87

Product Research Feedback Loop User Testing Customer Feedback 87

Alchemer Mobile

AUGUST 22, 2019

They provide social proof and are responsible for making the first impression on a customer when they encounter your app in the app store. On the other hand, seventy-one percent of respondents said a four-star or five-star app store rating of a well-known brand positively impacts their view of the brand as a whole.

Feedback Software 131

Feedback Software Research Software User Testing Customer Feedback 131

Product Talk

MARCH 16, 2022

From there, an effective team is doing two key research activities week over week. They are interviewing to discover opportunities and they are assumption testing to discover the best solutions. Assumption testing is evaluative. And assumption testing is the best way to do that. Assumption testing is evaluative.

Research Software 221

Research Software Product Research User Testing Data Visualization 221

Mixpanel

JANUARY 12, 2023

We’ve run dozens of customer interviews, analyzed our competitors, tracked our customer lifecycle, and aligned with the company vision: now we’re finally ready to write copy. It’s absolutely rooted in the empirical data that gives an objective understanding of your customers’ paint points and desires. Keyword research.

Data Visualization 115

Data Visualization User Testing Research Software Product Research 115

The Product Coalition

NOVEMBER 16, 2020

That is delivering an experience that helps users to find more and more content they will love. Now let's see how differentiating tracks and mixes could enable Soundcloud to solve different problems and deliver highly tailored User Experiences in nearly every area of the product.

Product Research 82

Product Research Positioning Customer Experience Research Software 82

Business of Software Conference

NOVEMBER 26, 2018

This will change the way that a lot of people think about product market fit, BS metrics, understanding the needs of the people that really matter. Video, Slides, Transcript and Rahul’s blog about this follow… Understanding Customers. So I’m going to talk about Product-Market Fit. ” Very disappointed.

User Testing 103

User Testing Engineering Product Marketing Feedback Software 103

Lenny Rachitsky

APRIL 7, 2024

Brought to you by: • Orb —The flexible billing engine for modern pricing • Dovetail —Bring your customer into every decision • Vanta —Automate compliance. Claire has founded and managed two other companies, Pretty HQ and Experiment Engine, the latter of which Optimizely acquired in 2017.

User Testing 55

User Testing Customer Feedback Feedback Software Customer Experience 55

UX Planet

FEBRUARY 26, 2024

Conclusions Background Context Overview of Hiring Practices Some digital companies, during the recruitment process to fill positions like: UX Designer UX/UI — UI/UX Designer Product Designer Lead Head of Director of UX Researcher* usually require a challenge at the second step, other times as first step. Do they offer an alternative?”

User Testing 88

User Testing Research Software Data Visualization Feedback Software 88

Generation Focus

OCTOBER 6, 2023

Our founder, Joanna Beer, appreciated the opportunity to meet with the EPIC team to share about Generation Focus’ work towards ensuring equity and inclusivity in research recruitment. We talked with company founder Joanna Beer about her work in research operations and her commitment to equity. It wasn’t all positive, though.

Product Research 62

Product Research Research Software User Testing Weak Development Team 62

Alchemer Mobile

OCTOBER 9, 2018

Customer experience strategies shouldn’t be created in a vacuum, but it’s hard to know how to create a CX strategy that exceeds customers’ expectations without first understanding them. We hosted a CX-focused panel at this year’s Customer Love Summit. How do you gather customer feedback today? Christy: Yeah.

User Testing 150

User Testing Customer Feedback Customer Experience Feedback Software 150

Userpilot

JANUARY 10, 2022

Customer Success is a core growth driver for any SaaS business. In 2022, when the SaaS market is crowded with tons of similar products, the best ones are those who delight their customers regularly. Are still wondering how to keep your customers and make them love your product? What is customer success? No worries!

Feedback Software 89

Feedback Software Analytic Tools Research Software User Testing 89

Intercom, Inc.

MAY 8, 2019

We specifically wanted to pick her brain all about customer acquisition : just how does HubSpot do it, and what marketing tactics do they deploy? To start a successful business and get customers, all you really needed was a good idea and an internet connection. Amazon collected 42% of all purchases made online in 2017.

User Testing 116

User Testing Customer Experience Inbound Research Software 116

Intercom, Inc.

APRIL 6, 2020

Over the coming weeks, I, along with others on the team, will be selecting and sharing articles from the Inside Intercom archives that have proven helpful to our customers and visitors in the past. With so many of us looking for positive outlets for our increased time at home at the moment, we hope these articles can be helpful again.

Customer Feedback 181

Customer Feedback User Testing Entertainment Management 181

Userpilot

APRIL 7, 2021

How important are your user engagement metrics? Well, let’s say you have a newsletter building tool with 3 million users and your competitor has 800,000. Source: Google Playtime EMEA 2017. However, the competitor-the one with 800,000-has majority of their users sending out the newsletter (using their core feature).

Onboarding KPIs 62

Onboarding KPIs User Testing Customer Experience Customer Feedback 62

Intercom, Inc.

JUNE 18, 2018

A few years ago, we had a seemingly simple problem to solve: our customers needed an easy way to set realistic expectations around their response times to conversations in our Messenger. That tiny, seemingly obvious improvement turned out to be the most upvoted update we shipped in 2017. The whole process took a while.

User Testing 222

User Testing Research Software Customer Experience Product Research 222

Alchemer Mobile

JUNE 12, 2019

Convenient access to our finances is key in our global economy, and the mobile channel has quickly become the epicenter of customer experience. For example, privacy rules restrict the ways financial institutions can interact with customers through their mobile apps. Increasing customer retention.

Feedback Software 199

Feedback Software Finance Reporting Tools Data Visualization 199

Intercom, Inc.

MARCH 1, 2018

A product designer at a growing company has two key constituents: their users and their business. In his recent post “Subverted Design” , GitHub Senior Product Designer Joel Califa reminds us that if we gear too far to toward the latter, we can lose sight of our all-important users in the process. Test its limitations.

Customer Experience 209

Customer Experience User Testing Customer Feedback Feedback Software 209

The Product Coalition

JULY 14, 2022

Whether you are new to the position or you have your fair share of experience, there are some dangers for product managers that not many people talk about. If you need to negotiate, the customer choses two of them to focus, one to leave behind. The reason and the hard reality—is stakeholders and customers don’t read.

Product Research 117

Product Research User Testing Customer Experience Weak Development Team 117

UX Studio

JUNE 30, 2023

With the increasing competition in the online space, businesses need to ensure their website not only looks visually appealing but also provides a user-friendly experience. We deliver impactful, user-friend, and unique solutions for ambitious ideas. They blend strategy and creativity in their user-friendly designs.

Research Software 60

Research Software Feedback Software Analytic Tools Reporting Tools 60

Alchemer Mobile

APRIL 24, 2018

In late 2017, my team launched instant transfer on Venmo. With increased competition in the p2p space, we felt that this was the right time to launch the feature, especially because we knew our users would find it valuable. Sellers have to think of new ways to target customers with meaningful content.

User Testing 203

User Testing Customer Experience Artificial Inteligence Naming 203

BrainMates

NOVEMBER 8, 2021

Since its start in 2017, Circle In has been growing quickly, with over 60 companies now using their platform to support parents in the workplace. And what problems are Circle In trying to solve for its customers? “At It also takes time to test things and instill an experimentation mindset.

User Testing 98

User Testing Product Research Feedback Software Customer Experience 98

Mind the Product

MAY 25, 2018

In 2012, when I was working as part of the JustGiving team responsible for innovative products and disruptive business models, we decided to test how people could raise money for non-charitable good causes. From there we put together a basic roadmap and started writing user stories. This is what we did. 2012 – the Inception.

User Testing 112

User Testing Weak Development Team Onboarding KPIs Customer Experience 112

The Product Coalition

MAY 24, 2021

You get vague feedback on why you didn’t get the promotion, or unclear guidance on what you can do to position yourself for the next one. They lead meetings, brainstorming sessions, customer research calls, and a multitude of interactions. The reality is that great hiring and recruiting is time consuming and challenging.

Product Research 178

Product Research User Testing Research Software Feedback Software 178

Intercom, Inc.

APRIL 5, 2018

If users don’t stick around, they won’t learn and inevitably won’t share Duolingo with their friends. As VP of Marketing and Growth at Duolingo through 2017, improving retention was the top priority of Gina Gotthilf. In her five years there, she helped take Duolingo from 3 million users to more than 200 million.

Customer Experience 223

Customer Experience User Testing Customer Feedback Analytic Tools 223

Product Management University

MAY 24, 2017

The B2B Product Manager Magazine May 2017 is now available. In this issue we examine the impact of a customer value culture, why products underperform and three steps to connect corporate strategy to product, marketing and sales execution plans. View the May 2017 Issue. View the May 2017 Issue. Enjoy our May issue !

Demo 100

Demo White Paper Customer Feedback User Testing 100

freshtrax

MAY 9, 2019

Yano Research Institute expects that the market size of mobile payment will reach 48 million USD by 2023, which is more than 4 times than in 2017. According to the research conducted by NTT data , only a third of restaurants in Tokyo accept credit card (as of October 2017). Source: Hakuhodo’s consumer research.

Research Software 81

Research Software User Testing Marketing Customer Feedback 81

Userpilot

JULY 12, 2021

How much does your business stand to gain from using customer retention analytics? While acquiring new customers is crucial, it’s important not to neglect the ones you already have. Effective retention takes more than just using your intuition to determine what will keep customers satisfied. What is customer retention analytics?

Analytic Tools 96

Analytic Tools Data Visualization Customer Experience Research Software 96