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

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 299

User Friction Customer Experience Customer Feedback Analytic Tools 299

Business of Software Conference

NOVEMBER 26, 2018

BoS2018. — (@MarkLittlewood) October 3, 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. Anyway, my name is Rahul.

User Testing 103

User Testing Product Marketing Engineering Marketing 103

Product Innovation Educators

APRIL 6, 2018

4 customer success metrics product managers should use. (1) 1) Feature usage and adoption, (2) Customer churn, (3) Sentiment (customer feedback), and (4) Customer lifetime value (CLTV). 10 ways to validate product name ideas. Avoid failures and create products customers love.

User Testing 136

User Testing Customer Feedback Customer Experience Product Management 136

Intercom, Inc.

JULY 28, 2020

No one ever starts a business intending to provide a poor customer experience. Either stay personal with customers or get efficient. Efficiency meant deflecting customer interactions through impersonal forms and “do not reply” emails. Customers now expect both. Customers expect conversational experiences.

Research Software 290

Research Software Customer Experience Data Visualization User Testing 290

Usersnap

AUGUST 26, 2021

There are two reactions to receiving customer feedback: “yippie!” or “ouch…” And while we can’t guarantee you 100% positive feedback, we do have some proven strategies and tactics to help you join those 84% of digital companies that prioritized working on customer experience and recorded an increase in revenue.

Feedback Software 119

Feedback Software User Testing Customer Feedback Product Research 119

Intercom, Inc.

JANUARY 3, 2019

Don’t ignore the voice of your unmet customer — the prospective customer who didn’t become a user because of a product shortcoming. We built a process with the Sales team called “Problems To Be Solved” to capture this feedback. Hiring in the new year?

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. A domain name and a website for your brand is a good start, but not enough. Unfortunately, many of the users acquired this way abandon the new app before converting to paying customers. 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

Usersnap

JULY 26, 2020

Most developers have no clue about how testing is actually done, and how valuable the understanding of software testing basics can be for developers who really want to excel in their careers. I owe a large amount of the success I have had in my career as a software developer to my background in testing. Click To Tweet.

Reporting Tools 128

Reporting Tools Feedback Software User Testing Software Review 128

Mind the Product

OCTOBER 25, 2018

How to Evaluate Classic Split Testing. While a simple A/B test (the color of a button for example) is often easy to evaluate, details become incredibly important as soon as a split test can have more than one effect. Let’s look at examples from online review site Trustpilot , where I used to lead the consumer site.

Customer Experience 187

Customer Experience User Testing Product Research Software Review 187

Userzoom

AUGUST 6, 2019

Katja Borchert, Senior Product Owner & UX Researcher, and Pietro Romeo, UX Researcher, reveal practical and leftfield examples of user research at FlixBus in their presentation ‘Don’t Guess It, Test It!’. So, my name is Katja. I joined FlixBus in 2018 as a Senior Product Owner and researcher.

User Testing 101

User Testing Product Research Presentation Research Software 101

Mind the Product

JUNE 27, 2019

Their names were John Darley and Daniel Batson, and they created the Good Samaritan study to ask a seemingly simple question: why do people do good things for others? The method was to test two groups. The participants were then asked to move to another building to complete the test. What can we learn from this?

Product Goals 195

Product Goals Data Visualization Reporting Tools Government 195

Mind the Product

AUGUST 19, 2019

According to Crunchbase, in 2018 there were 5,000 startups relying on machine learning for their main and ancillary applications, products, and services. From my experience, the problems that ML can help to solve usually fall into one of these buckets below: Could we make the user experience more tailored and personalised?

Artificial Inteligence 195

Artificial Inteligence Data Visualization Product Research Reporting Tools 195

Intercom, Inc.

MAY 8, 2019

During the course of her time there, she’s seen HubSpot grow from a small, plucky startup into a billion dollar household name. We specifically wanted to pick her brain all about customer acquisition : just how does HubSpot do it, and what marketing tactics do they deploy? The promise of the grand internet meritocracy.

User Testing 116

User Testing Customer Experience Inbound Research Software 116

Intercom, Inc.

MAY 21, 2020

Next is assisting: gathering information from a customer so a human support agent has everything they need by the time they’re stepping in to help. You wouldn’t want to deploy automation for a customer who has specifically requested a human touch, for example. But if there are ideal use cases, there are also stumbling blocks to avoid.

User Testing 221

User Testing Customer Experience Data Visualization Reporting Tools 221

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. So in 2018, I finally was able to sell the company.

Research Software 243

Research Software Technology Telecommunications User Testing 243

Amplitude

MAY 6, 2020

Product Intelligence software helps teams use their customer data to build great product experiences. Product Intelligence is a response to these shifts—changes in how we interact with products, and how companies are competing to retain, delight, and engage customers. They lose customers. Which is really where it all starts….

Data Visualization 140

Data Visualization Reporting Tools Analytic Tools User Testing 140

Product Innovation Educators

FEBRUARY 16, 2018

How product managers can use gamification for a better user experience. For example, is Growth Hacking just another name for Marketing or something new? New Podcast Episode for Product Managers & Innovators: Rookie mistakes in market research product managers must avoid – with Gerry Katz. The article and engaging (e.g.,

Product Management 120

Product Management Product Manager User Testing Customer Feedback 120

Imaginary Cloud - Design

MAY 21, 2020

So how can we, designers, help our users (kids) to make the most of their experience when interacting with a digital product? This number is followed by PISA results from 2018, which shows several countries’ reading results falling behind. But again, do not overload your user. Ready, set, test!

Research Software 122

Research Software Customer Experience User Testing User Experience 122

Revulytics

JANUARY 4, 2019

As we get under way with the new year, let ’s take a look at five trends from 2018 that product management professionals should be aware of going into 2019. Shutterstock’s 2018 Creative Trends Report analyzed billions of searches for its visual assets to name the top marketing and design trends for 2018.

Data Visualization 66

Data Visualization Reporting Tools Analytic Tools Research Software 66

Centercode

DECEMBER 17, 2020

And with many of us spending a lot more time at home, consumers are bringing more of these complex products into closer quarters, increasing the demand for products that interact seamlessly with each other and stay in sync even as iterations and updates occur across their tech ecosystems. Which products are at the top of the wishlist?

User Testing 59

User Testing Customer Feedback Product Research Reporting Tools 59

Mind the Product

MARCH 11, 2019

Our Singapore office is our APAC home base and is focused on providing strong localised support to new and existing customers. Coupled with technology is a large, hyper-aware, and social-savvy consumer market that is forcing companies to innovate and test their loyalties every single day.

Customer Experience 145

Customer Experience Reporting Tools User Testing Events 145

Andrew Chen

DECEMBER 10, 2018

Above: New technology has always captivated consumers! And since I’m focused mostly on consumer companies – is there anything exciting happening? The intersection of growth hacking, new tech, and pre-existing consumer motivations. Lots of important consumer tech that was new at some point. My investing thesis.

User Testing 100

User Testing Startups Technical Review Customer Experience 100

Intercom, Inc.

JANUARY 10, 2019

On the heels of our 2018 retrospective, we decided to take a look at what product themes and technology are likely to define the year ahead. But instead of focusing exclusively on algorithms, the next frontier is making those bots accessible and user-friendly. One of the big success stories for Intercom in 2018 was our app store.

User Testing 143

User Testing Banking Customer Experience Technical Review 143

Mind the Product

APRIL 1, 2020

Just like a successful startup, we knew our customers, we knew there was an untapped need and that our ProductTank was going to make a difference to a lot of people. Over the years, I’ve received some really great feedback that people love coming to our meetups. In fact, I’ve stopped even doing name tags!

Product Research 179

Product Research Events Customer Experience User Testing 179

Intercom, Inc.

AUGUST 13, 2019

It’s from a 1962 report published by a man named Douglas Engelbart. It was part of a project he was running in the Stanford Research Institute called NLS (“oN-Line System”) that culminated a few years after the report on December 8th, 1968, in what’s become known as the “Mother of All Demos.” Developing a career plan.

Reporting Tools 223

Reporting Tools Research Software Feedback Software Weak Development Team 223

UX Studio: Product Management

DECEMBER 7, 2020

In 2018 we worked on the UX of this app , this time we focused on the UI and visual storytelling. In the fall of 2019, Xeropan’s CEO reached out to us because, although he was receiving great feedback on his product, his conversions in the app stores weren’t living up to his expectations. Ideation & Preference tests.

Feedback Software 105

Feedback Software Research Software User Testing Product Research 105

The Product Coalition

MAY 19, 2020

Before design, the team already had: Insights from a massive discovery research on the 2018 World Cup Over 3000 detailed observation points from our research system With enough research ammo, they began to build the app. We as researchers constantly supported the product team with insights. How will they react?

Research Software 84

Research Software Feedback Software User Testing Product Research 84

Userpilot

MARCH 8, 2022

There are some well-known names as well as new faces on the list, from all over the world – together with their LinkedIn profiles and medium blogs, so you can follow their journeys and insightful posts yourself. Melissa Perri is one of the most recognizable names in Product Management. Your users will thank you one day.

Technical Advisors 116

Technical Advisors Product Research Analytic Tools User Testing 116

The Product Coalition

JANUARY 5, 2021

This fairly generic, unimaginative name (sorry not sorry) has failed to properly capture the essence of the city since its inception. you name it, contactless is out here to save it. Contactless methods are easier track down to a specific user and, hence, much harder to misplace. Well, now you do. Enter OMNY.

Transportation 158

Transportation Data Visualization Banking Government 158

Intercom, Inc.

JULY 21, 2022

Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. We’ll also hear Andrew Chen, general partner at Andreessen Horowitz, talking about the changing landscape of customer acquisition.

Download 215

Download Feedback Software Data Visualization Customer Experience 215

UX Studio: Product Management

APRIL 27, 2020

Insights from a massive discovery research on the 2018 World Cup. Over 3000 detailed observation points from our research system. With enough research ammo, they began to build the app. By May 2019 the team already had a lab-validated test app with an early version of all the major features. Research streams.

User Testing 84

User Testing Product Research Research Software Feedback Software 84

The Product Coalition

MARCH 15, 2021

Strong framework named Angular. They all are associated with the relative ease of development, testing, deployment, and scalability. In 2018 Facebook released the first version of GraphQL. This reduces the number of requests between the user and the server and reduces the number of errors. Angular Who does Google trust?

Development 187

Development Data Visualization Framework Technology 187

freshtrax

SEPTEMBER 10, 2019

In Japan, traditional media is facing issues of declining viewership and revenue in this new age of how Japanese are consuming media. On the other hand, according to research conducted by NHK in November 2018 , only 32.5% radiko: Allows users to listen to radio programs on smartphones. In the United States, 93% of U.S.

User Testing 77

User Testing Research Software Customer Experience Advertising 77

Revulytics

AUGUST 7, 2018

Gartner recently released the Hype Cycle for Software as a Service, 2018 , Hype Cycle for Customer Experience Analytics, 2018 , and Hype Cycle for Application Security, 2018. Revulytics is pleased to be included as a sample vendor by Gartner in all three research reports.

Analytic Tools 48

Analytic Tools Data Visualization Reporting Tools Research Software 48

freshtrax

AUGUST 6, 2019

Have you ever wondered where the name “btrax” comes from? These sticky notes are used for writing quick notes (of course), sharing ideas and feedback during retro meetings, sketching, and sending silly, motivational comments to one another! The current btrax office has 7 meeting rooms, each named after a typeface. Meeting rooms.

User Testing 81

User Testing Customer Experience Naming Vision 81

The Product Coalition

NOVEMBER 6, 2019

A view on everything we do while A/B testing, Except running the A/B test. Over the past year, my team has simplified and optimized our A/B testing process. This has resulted in better A/B tests definitions and communication, a reduction in the overhead of running A/B tests, and also much happier stakeholders and teams.

User Testing 69

User Testing Product Research Testing Management 69