Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. The difference between the customer experience with Monzo and the traditional card issuers was night and day.”.

User Testing 216

User Testing Reporting Tools Research Software Customer Experience 216

Intercom, Inc.

JANUARY 2, 2019

In 2018, we doubled the size of our R&D teams to continue building best in class products with non-stop innovation. In 2018, we set out on our own path to make our mark where we felt others had fallen short. In doing so, they have been able to unlock new efficiencies for their teams and their customers.

Technical Review 141

Technical Review Analytic Tools Feedback Software Customer Communications 141

Alchemer Mobile

MAY 14, 2020

So, what can these brands do to capture, analyze, and act on these changing customer behaviors? We’re thankful that our annual Mobile App Engagement Report was published right around the time that everything started to really shift in the U.S. Customer sentiment distribution. Mobile app customer retention data.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208

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. These bots help businesses deliver both radical efficiencies and better, faster support experiences.

Artificial Inteligence 281

Artificial Inteligence Customer Communications Research Software Feedback Software 281

Intercom, Inc.

MARCH 27, 2018

2018 is shaping up to be a massive year for the Intercom platform. Historically, we’ve spent proportionately way more on research and development than other software companies we track, and that won’t stop any time soon. Yet some things have changed in that time that give it the potential to be more than a marketing gimmick.

User Testing 224

User Testing Research Software Feedback Software Customer Experience 224

Product Innovation Educators

MARCH 4, 2025

How AI captures customer needs that human product managers miss Watch on YouTube TLDR In my recent conversation with Carmel Dibner from Applied Marketing Science, we explored how artificial intelligence is transforming Voice of the Customer (VOC) research for product teams.

Artificial Inteligence 235

Artificial Inteligence Research Software Product Research User Testing 235

Alchemer Mobile

JULY 30, 2020

Picture this: Your customer is about to hit “checkout” when the whole app crashes. As a product manager, you’re probably on the other end, watching the app user analytics roll in, wondering why shopping cart abandonment has suddenly spiked. Customers are dropping like flies and you have no idea why.

Feedback Software 182

Feedback Software User Testing Customer Feedback Analytic Tools 182

Mind the Product

JUNE 11, 2019

I’m really proud to have been part of the team who launched Echo’s new website – our digital pharmacy users can now manage their medication from whichever device they like, without downloading our app. Enter real users, and their real concerns. To test our hypotheses, we conducted user research. Straightforward, right?

User Testing 171

User Testing Customer Experience Product Research Banking 171

Intercom, Inc.

NOVEMBER 12, 2018

Intercom’s mission is to make internet business personal – in an era of online interactions between businesses and customers, that sense of personal connection can be hard to forge and easily lost. That personal connection is most keenly felt when things go wrong and when customers need support. What is customer support?

User Testing 245

User Testing Feedback Software Customer Experience Customer Feedback 245

Mind the Product

APRIL 2, 2019

Equally important, it requires confidence that the vision is aligned with the needs of the customers the company exists to serve. Organizations must develop a deep understanding of their customers to gain this level of confidence. Organizations must develop a deep understanding of their customers to gain this level of confidence.

Data Visualization 192

Data Visualization Customer Feedback User Testing Reporting Tools 192

Alchemer Mobile

NOVEMBER 29, 2018

By now, marketers and product owners in every space understand the importance of listening to their customers. Being available to gather and respond to customer feedback is becoming more the norm for most companies, but it doesn’t mean it’s getting any easier to take on alone. Your Customers Expect to be Heard.

Feedback Software 173

Feedback Software User Testing Customer Feedback Reporting Tools 173

Alchemer Mobile

FEBRUARY 7, 2019

According to AppAnnie’s 2019 State of Mobile Report , consumers sourced food and drinks through apps 130% more often in 2018 than in 2016. Clearly, people enjoy the convenience of having their meals delivered without having to talk to someone on the phone, or repeating their address and credit card information every time.

Feedback Software 157

Feedback Software User Testing Customer Feedback Research Software 157

Alchemer Mobile

APRIL 11, 2019

Although all apps are published to the same app stores, customer expectations and use cases vary tremendously between app categories. It’s important to remember that all apps aren’t expected to be created equal, and app publishers shouldn’t all take the same approach to engagement and user experience. Be proactive.

Finance 203

Finance Feedback Software User Testing Customer Experience 203

Alchemer Mobile

APRIL 25, 2019

What if you could get a daily pulse on how your customers feel and how that changes over. What if you could watch how customer sentiment changes in real-time following. It could be the driving force in making data-driven product roadmap decisions and having a comprehensive view of customer sentiment.

Travel 211

Travel Feedback Software Data Visualization Reporting Tools 211

Intercom, Inc.

APRIL 5, 2018

If users don’t stick around, they won’t learn and inevitably won’t share Duolingo with their friends. In her five years there, she helped take Duolingo from 3 million users to more than 200 million. 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

Intercom, Inc.

AUGUST 25, 2021

We have achieved a great deal in the past decade – we have built a lot of great product , hired hundreds of wonderful people , and helped thousands of amazing companies form lasting relationships with their own customers. It’s in our nature to look forward, to focus on shipping , to keep innovating and providing value.

Customer Experience 221

Customer Experience Data Visualization Onboarding KPIs User Friction 221

The Product Coalition

JANUARY 5, 2021

Intent on expanding the business to offer more to their users, the company observed a gap in the market and took a chance on something very different. In 2018, Calm quadrupled its revenue to become a profitable business. Since Sleep Stories, retention rates and time on app have increased dramatically. A subtle, but huge, win.

Customer Experience 153

Customer Experience User Testing Research Software Data Visualization 153

Intercom, Inc.

DECEMBER 10, 2019

This feature, if it solves a customer problem, results in measurable changes in how customers behave in your product, and ultimately this behavior change delivers an impact to your business. In 2018, our co-founder Des adopted a new internal mantra: “It’s all about market impact.”. As we scaled, that had to change.

Onboarding KPIs 281

Onboarding KPIs Framework Product Research User Testing 281

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. Since unveiling the Intercom App Store in 2018, we’ve worked with many of you to launch over 240 apps on the Intercom platform. Here’s how they work.

Feedback Software 223

Feedback Software Customer Experience Webinar User Testing 223

Alchemer Mobile

DECEMBER 6, 2018

On December 5, 2018, we hosted a webinar on how product managers can better understand their customers. Product leaders constantly strive to improve their products to drive greater engagement, grow revenue, and delight customers. In order to move the needle, you need to listen—and we mean really listen—to customer feedback.

User Testing 170

User Testing Product Research Customer Feedback User Friction 170

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. Additionally, fifty-five percent of respondents said a one-star or two-star app store rating of a well-known brand’s app negatively impacts their view of the brand as a whole.

Feedback Software 131

Feedback Software Research Software User Testing Customer Feedback 131

Intercom, Inc.

JANUARY 3, 2019

Short on time? Here are five quick takeaways: As our pace of shipping increases, it’s important to take the time to understand the difference between output and outcome. You’ll know they’re effective if over time you have the absence of things slowing you down. Are people using the things you shipped?

Research Software 144

Research Software Feedback Software Analytic Tools User Testing 144

Mind the Product

MARCH 5, 2020

The web is superb for acquiring new users and building a brand. Nearly all brands that opt for an app-based approach build a website, if only to market their app. A domain name and a website for your brand is a good start, but not enough. So what are the real odds and where should you bet? Betting on Apps.

Research Software 177

Research Software Reporting Tools Development Data Visualization 177

Alchemer Mobile

APRIL 21, 2020

This information is critical for most product managers and mobile marketers to optimize the mobile customer experience. We published six new research reports today – each industry-specific guide reveals exclusive benchmark data gathered from more than 800 mobile apps with 5,000+ active users. Retail & Shopping.

Travel 147

Travel Finance Research Software User Testing 147

Alchemer Mobile

JULY 16, 2019

Consider these scenarios for a moment: Scenario 1 : Supermarket giant, Tesco launches a mobile app for customers. It serves the purpose of a virtual grocery store for customers who are time-pressed to go and shop physically. percent same-store sales growth by early 2018. The results? Let the numbers do all the talking.

Analytic Tools 159

Analytic Tools Research Software Feedback Software Data Visualization 159

The Product Coalition

JULY 17, 2018

In a time of unprecedented upheaval, the role of the traditional mobile product manager has evolved to cover an organisations entire digital strategy across multiple devices. Getting to grips with what your customer expects should be the foundation from which your product is built and at the core of your teams mission when designing.

User Testing 98

User Testing Customer Experience Product Manager Product Management 98

Userpilot

SEPTEMBER 9, 2024

Looking for real-life customer-led marketing examples that worked to get inspiration for your own campaigns? You’ve probably had enough theories already, so this article cuts to the chase to show you examples from top brands that are killing it with this approach. Calendly includes its customers in growth loops.

Customer Feedback 111

Customer Feedback Customer Experience Data Visualization Analytic Tools 111

The Product Coalition

DECEMBER 29, 2020

At the close of 2020, when we’re on the brink of entering a new decade, we thought it’d be a good time for a little history lesson. With more people entering the Product landscape than ever, now is a good time to help the newbies understand where Product Management came from, and how far the industry has come. Sound familiar?

Reporting Tools 179

Reporting Tools Product Manager Product Management User Testing 179

Alchemer Mobile

MAY 21, 2020

As we look ahead to our “new normal,” Finance app product managers and marketers must plan for usage swings both positive and negative depending on their offerings, and even within different pieces of their mobile experiences. Data from our 2016, 2017, 2018, and 2019 reports is included to show shifts in brand focus and engagement over time.

Finance 147

Finance User Testing Feedback Software Research Software 147

Mind the Product

APRIL 24, 2018

I joined Setapp as a product manager in January last year, at the same time as the company was launching its main product. Setapp provides Mac users with a way to use and discover new apps, and developers with a new way to reach customers and generate extra revenue. Back then, it was almost every Mac user in the world).

User Testing 161

User Testing Customer Feedback Customer Experience Data Visualization 161

Mind the Product

AUGUST 1, 2019

Today, those apps have seemingly endless ways for users to engage: video chat, send gifs, send emojis, send money, use a filter, buy and sell goods, play games, talk to bots, and more. The more features, the more complicated, and the more users crave a simpler experience. Messenger apps are a classic case of feature bloat.

Reporting Tools 190

Reporting Tools Data Visualization Customer Experience Product Research 190

The Product Coalition

FEBRUARY 26, 2021

You don’t buy iPhone as a phone, you buy an entry ticket to the Apple experience. Also, to understand what it feels like to use the app from an Apple user perspective. It was my first Apple experience that ended up with purchasing MacBook for personal use. But this story is not about Apple experience.

Customer Experience 131

Customer Experience Technical Review Systems Review Software Review 131

Mind the Product

NOVEMBER 19, 2018

But where does product management stand with embracing that same diversity and complexity in our users? It’s even possible to do personality tests with your customer base. Talk to your customers and really have a wide-ranging conversation: You want to understand their backgrounds! Which, if done right, will mean more revenue.

User Testing 155

User Testing Customer Experience Customer Feedback Product Research 155

Intercom, Inc.

NOVEMBER 12, 2020

So while these shifts in consumer behaviors may be expedited by current circumstances, many unexpected industries were already exploring how to adopt B2B strategies for B2C – without losing the personal customer relationships that are at the core of their businesses. We sell social experiences.” Learning from B2B. It’s a ritual.

B2C 222

B2C Customer Experience B2B Branding 222

UX Studio: Product Management

NOVEMBER 5, 2018

So we’re going to revisit the hottest topics of late 2018 and predict the UI design trends of 2019. We intend these UI trends to not only satisfy users’ aesthetic requirements but also provide them with a high level of usability. A wise combination of these trends will lead to happier users, and ergo your product’s success.

Research Software 111

Research Software Feedback Software User Testing Customer Experience 111

Alchemer Mobile

JANUARY 15, 2019

Collecting and making sense of mobile customer feedback isn’t a walk in the park for product managers and marketers. It can take months to set up a first version and years to get it right as sorting through feedback from different customer segments is difficult, especially as the size of your customer base grows.

User Testing 138

User Testing Customer Feedback Feedback Software Analytic Tools 138

Product Management University

MAY 7, 2020

It has been a lot of fun and a great learning experience. Quick background…our online product management training and certification program was released in late 2018. Customers register, pay, go through the training lessons, complete the exercises and take the certification exam without any interaction from Proficientz.

Certifications 147

Certifications Customer Experience User Testing Travel 147