Intercom, Inc.

JULY 1, 2020

With the right approach and proactive support tools – think Outbound Messages , Product Tours , and Mobile Carousels – you can provide every customer with the fast, personal help they need at the exact moment they need it. However, only 26% are sure they have the knowledge and tools to do so.

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

Userpilot

SEPTEMBER 7, 2023

At the very least, a journey map will help you easily analyze and make data-driven decisions to improve the user experience. In this article, we’ll cover B2B customer journey stages, how to build a B2B customer journey map, and the right tools to use. Data-driven in-app onboarding is critical here.

Analytic Tools 96

Analytic Tools Feedback Software Research Software User Testing 96

Intercom, Inc.

NOVEMBER 4, 2020

These tips apply broadly to many different conversational support tools , but if you’re an Intercom customer, they’re actionable today and require no engineering work. Resolution Bot can even help speed up self-service by offering relevant answers based on what customers are typing – before they even hit the enter key.

Customer Experience 228

Customer Experience Technical Review Data Visualization Outbound 228

Intercom, Inc.

AUGUST 17, 2021

Using clever features like outbound messages , banners , product tours , and more, you can provide customers with the help they need before they have to contact your team. Proactive support is about using the right tool to enhance the customer experience, not about using technology to reduce conversation volume at any expense.

Data Visualization 156

Data Visualization Inbound User Friction Customer Experience 156

Folding Burritos

JANUARY 25, 2018

Or perhaps we’re reaching out to other teams to ask questions like: “Which bugs have been reported this week?”. Create internal dashboards, docs or wiki pages, only to realize that’s where information goes to die, because people can’t find it, don’t understand the tool or forget to go there. How’s that KPI doing?”.

Data Visualization 347

Data Visualization Product Research Feedback Software Reporting Tools 347

Userpilot

JANUARY 22, 2024

These are the main questions we discuss in this article. Customer success is a more proactive and holistic approach than customer support, customer service , or account management. A low-touch model relies on automation and self-service resources to onboard and support customers with little direct CSM involvement.

Analytic Tools 84

Analytic Tools Feedback Software User Testing Customer Feedback 84

Intercom, Inc.

OCTOBER 13, 2022

Intercom customers report 31% higher engagement, 22% higher activation, and 21% higher retention after implementing Intercom for customer engagement”. Third, a new visual bot builder. And finally, a new tooltips feature – our first ever customer-initiated message type. There are no additional charges.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Intercom, Inc.

JUNE 23, 2020

The two key changes are a shift to messenger-based support, and an investment in Bots and Messaging. Future facing businesses are investing in much better customer experiences, moving beyond traditional support tools that are built around deflection as the solution to scale. They want answers and they want them now.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Userpilot

NOVEMBER 2, 2023

This is the main question we explore in the article. Userpilot is a product adoption platform with advanced analytics, feedback, and onboarding functionality. As a data-driven approach, it can also help you choose acquisition channels with the best ROI. Let’s dive right in! Webinars play an important educational role.

Feedback Software 94

Feedback Software Analytic Tools Research Software User Testing 94

Userpilot

APRIL 7, 2024

When it comes to boosting your product growth, user tracking tools can make your life a lot easier. They offer insights into product performance , what your users are doing inside your product, and why they are doing it. But how do you know you’re picking the right tools? Tableau is the best user data visualization tool.

Data Visualization 89

Data Visualization Analytic Tools Feedback Software Reporting Tools 89

Userpilot

OCTOBER 8, 2021

This article will show you how to decide. Sales-based growth meant sending thousands of outbound messages in an attempt to find the key decision-maker, shorten the sales cycle, and close aggressively. Marketing-based growth necessitated the creation of content such as blog articles (like this one!), Source: Amplitude.

Analytic Tools 93

Analytic Tools Research Software Data Visualization Product Research 93

Intercom, Inc.

DECEMBER 6, 2019

Not that long ago, the notion that you could send a message straight into the pockets of millions of people, capturing their attention at the touch of a button, would have sounded like the stuff of a marketer’s dreams – but that’s exactly what push notifications offer. Types of messages that provide value. Behavior-based messages.

User Testing 138

User Testing Marketing Customer Experience Data Visualization 138

Intercom, Inc.

JANUARY 28, 2020

In SaaS you want all relevant and historical data to be automatically aggregated in one source. After trialling some other solutions, we chose Intercom because it centralizes inbound and outbound conversations without the friction that CRMs add.” . For us, that solution is Intercom. Personalized support at every stage.

Customer Communications 138

Customer Communications Inbound Customer Experience Outbound 138

Usersnap

FEBRUARY 14, 2023

In this article, we’ll share tips and advice all about SaaS go-to-market strategies , with questions to ask, things to consider, and data to research so you can start your commercial enterprise on the right footing. Every business offers different services; thus, every GMT strategy will differ. Let’s dive in!

Research Software 52

Research Software Feedback Software User Testing Product launches 52

Userpilot

AUGUST 14, 2023

As third-party data becomes less reliable, first-party analytics are going to shape most business decisions going forward. And the transition is already happening, as 88% of marketers think first-party data is more important now than a couple of years ago. While first-party data is completely private.

Data Visualization 92

Data Visualization Analytic Tools Feedback Software Customer Feedback 92

Business of Software Conference

NOVEMBER 16, 2023

And while advances in technology like ChatGPT and other artificial intelligence tools can now mimic humanity and sound more like humans and less robotic, they’re still imperfect tools. Your customers expect these messages from you. That being said, outbound sales calls aren’t for everyone. And the best time to call them?

Research Software 52

Research Software Feedback Software User Testing Customer Experience 52

Userpilot

FEBRUARY 4, 2022

SaaS sales can be broken down into three models: self-service, transactional, and enterprise. A self-service SaaS sales process is best for companies with a simple and/or affordable product. Creating a user persona will help you target the right prospects and later use the same data to segment your in-app marketing.

Feedback Software 95

Feedback Software Research Software Reporting Tools Onboarding KPIs 95

UX Studio: Product Management

JULY 29, 2021

However, the number of doors this key will unlock for you is well worth the detour of reading this article. Surprisingly enough, clients that understand the full extent of the value of your work are also more likely to recommend your services to others. “I didn’t get into research to end up doing sales,” might you say. Conclusions.

Research Software 110

Research Software User Testing Product Research UX 110

Userpilot

JANUARY 26, 2024

Product-led growth is predicted to become even more prominent in 2024. In this article, we share 11 tried and tested tactics for product managers who want to up their PLG game. Use contextual in-app messages to introduce new features. Lean into product analytics to enable data-driven decision-making.

Analytic Tools 83

Analytic Tools Feedback Software Data Visualization User Testing 83

Intercom, Inc.

AUGUST 18, 2020

New features like conversation data attributes , improved rules and assignment logic , and bots that help you triage conversations make it much easier to handle complex queries. New reporting metrics for more detailed insights. Keep tabs on key metrics by downloading or subscribing to the reports that matter to you.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Usersnap

JANUARY 20, 2023

When choosing an appropriate customer support tool, you want to make sure that it ticks all the boxes your team requires. Each method requires different tools to achieve the desired outcome. To be successful, you need to equip your support staff with the right customer support tools to deliver superior customer service.

Feedback Software 52

Feedback Software Analytic Tools Research Software Reporting Tools 52

Userpilot

AUGUST 31, 2023

This article answers that and more. As the user base grows, the company gains valuable insights into different customer needs and preferences, which can inform product enhancements. They analyze user behavior and run A/B tests, making data-driven decisions to improve the user experience and increase conversion rates.

Research Software 94

Research Software Feedback Software Analytic Tools User Testing 94

Intercom, Inc.

SEPTEMBER 7, 2022

Include a basic message, embed an explainer video, or connect your Tooltip to the rest of Intercom – empowering you to share relevant Articles, kick off a Product Tour, prompt a survey, and more. There may be times where you need to reach out to an individual user directly with an important request or message.

Data Visualization 118

Data Visualization Embedded Analytics Customer Experience Product Research 118

Userpilot

JANUARY 19, 2022

Documentation guides can be tricky so here’s an article on everything you need to know about Userpilot integrations and how you can build better user experiences by sending data from Userpilot to your other apps. Integrations are links between Userpilot and other tools in your stack. Multiple teams mean multiple tools.

Data Visualization 92

Data Visualization Analytic Tools Feedback Software Technical Review 92

Intercom, Inc.

JULY 26, 2018

In the past month, we’ve shipped 13 new features to help our customers increase conversions on their websites and in their apps, and ensure they’re having the right conversations and collecting the right data. Embed apps right inside your messages. In fact, we see that in-app messages get 3X the open rates compared to email!)

Onboarding KPIs 112

Onboarding KPIs Embedded Analytics Feedback Software Data Visualization 112

eG Innovations

NOVEMBER 19, 2021

Amazon Web Services (AWS) is one of the most comprehensive and broadly adopted cloud service providers in the industry, offering over 200 fully featured services from data centers globally. A recent survey estimates that AWS is the largest cloud service provider and accounts for 32% of the worldwide cloud services market.

Data Visualization 59

Data Visualization Analytic Tools User Testing Customer Experience 59

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service.

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222

Intercom, Inc.

AUGUST 1, 2019

You have that every day, and if you’re a financial services company (particularly a lending company like where I came from), you crave something that allows you to be in front of your customer every day. As we’ve gotten bigger, we’ve had to broaden our product and broaden our messaging. It really worked.

Strategy 36

Strategy Data Visualization Analytic Tools Startups 36

Userpilot

MAY 2, 2022

You can collect NPS data in various ways. When creating a survey, make sure it visually matches the theme of your company. It measures how likely your users are to recommend your product or service to a friend on a 0-10 scale. Unhappy customers are unlikely to recommend your product or service to others.

Feedback Software 88

Feedback Software Product Research Data Visualization Reporting Tools 88

Userpilot

JULY 24, 2023

Offering self-service support. Ensuring that customers stay with your SaaS service long-term is crucial since most of their lifetime value (LTV) is derived from subscription renewals rather than their first upfront payment. To get the most accurate picture, you should combine both quantitative and qualitative data. Statistics.

Analytic Tools 71

Analytic Tools Feedback Software Data Visualization Marketing 71

Intercom, Inc.

JUNE 23, 2020

I’ve got various product managers reporting into me and we focus primarily in the support space. Then you might have what you might think of more as self serve or automated support, like articles, answers from bots, that type of thing. What follows is a lightly edited transcript of the episode.

Reporting Tools 118

Reporting Tools Customer Experience User Testing Data Visualization 118

Userpilot

MAY 24, 2019

Recently, however, a new tool has entered the fray. It also means that your salespeople are caught up in demos when they could be doing some outbound work. If it takes a while to get value from your product (like an analytics tool, for example) then you should consider either a lengthy trial, or a free tier.

Analytic Tools 58

Analytic Tools Demo Customer Experience Data Visualization 58

Userpilot

AUGUST 7, 2019

There are various articles on the best practices for Customer Success, but all of them are saying the same things over and over again. Note: This article has embedded real-life examples, strategies, and cases from the author and her company, Growbots. This is probably one of the most important topics in this article.

Feedback Software 50

Feedback Software Customer Experience User Testing Research Software 50