Intercom, Inc.

OCTOBER 13, 2020

Support teams get a lot of repeated inbound questions, which get tedious to answer. This is what you want to design for – you can ship a first version with machine learning that’s not amazing, but it doesn’t really damage the end user experience, because the design makes the cost of false positives relatively low.

Artificial Inteligence 281

Artificial Inteligence Customer Communications Research Software Feedback Software 281

Intercom, Inc.

AUGUST 25, 2021

In 2018, we released a completely reimagined Business Messenger , a full-fledged “front desk for your website or app,” complete with a homepage and a library of embeddable apps. Or support teams could have bots as the front line of defense to triage inbound inquiries, get more information from customers, or even solve problems.”.

Customer Experience 220

Customer Experience Data Visualization Onboarding KPIs User Friction 220

Intercom, Inc.

DECEMBER 12, 2018

By early 2018, Brinker had updated it with almost 2,000 more vendors — that’s nearly 7,000 marketing software companies fighting for the same buyers’ attention. Both landscapes are increasingly competitive and it’s little wonder that 63% of marketing executives have rated lead generation as their biggest challenges in 2018.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

Intercom, Inc.

SEPTEMBER 22, 2021

We’ve had articles in the Messenger since the last major update in 2018. A gentler self-serve first approach: You can also just position the search box on top, so you’re not requiring self-serve, just nudging customers towards it. Reduces inbound conversation volume. Vastly improved Articles in Messenger on mobile, too.

Article 194

Article Customer Experience User Testing Inbound 194

Intercom, Inc.

MAY 8, 2019

Source: HubSpot Research, State of Inbound 2018. They also prioritize customer advocacy, which means that they put in the legwork to find happy customers and assist them in sharing their positive experiences with the company. Source: HubSpot Research, State of Inbound 2018.

User Testing 116

User Testing Customer Experience Inbound Research Software 116

Userpilot

SEPTEMBER 9, 2024

HubSpot gives a platform to its customers at Inbound conference. This positive first-time user experience often leads them to adopt Calendly, creating a viral growth loop that continuously attracts new users. HubSpot’s INBOUND. Slack showcases value proposition with a fun sketch featuring its customers.

Customer Feedback 111

Customer Feedback Customer Experience Data Visualization Analytic Tools 111

Userpilot

MARCH 8, 2022

In 2018, Perri published a popular book entitled “ Escaping the Build Trap : How Effective Product Management Creates Real Value ”. Follow her for a good dose of career advice combined with a neverending supply of positive energy. Harvard Business School appointed Perri to teach product management in their MBA program in 2019.

Technical Advisors 116

Technical Advisors Product Research Analytic Tools User Testing 116