Intercom, Inc.

AUGUST 13, 2019

As the head of our Support Ops team, I work daily with my teammates to develop automated solutions that don’t frustrate customers, but empower them. Our bots use AI to provide customers with links to existing resources, like knowledge base articles and FAQs. There’s no pressure to take action immediately.

Data Visualization 279

Data Visualization Customer Experience User Testing Customer Feedback 279

Userpilot

MAY 25, 2022

Applying knowledge base structure best practices can help users get answers faster in a self-service world. An effective knowledge base will: streamline the onboarding process. This article outlines the best practices for creating an ideal knowledge base structure. What is a SaaS knowledge base?

Analytic Tools 105

Analytic Tools Feedback Software Data Visualization Reporting Tools 105

Userpilot

JUNE 29, 2023

There’s an important distinction between documentation intended for your end users, and the more technical docs leveraged by developers and software architects. These can be multi-channel; an article, a guide, a collection of video tutorials – whatever helps your users! Knowledge base.

Document 98

Document Analytic Tools Feedback Software User Testing 98

Intercom, Inc.

APRIL 27, 2021

If your team is snowed under with repetitive questions from customers, try aggregating the most common requests and using them as the starting point to build a knowledge base where customers can resolve their queries in their own time. This is where Macros and Articles can be game-changers for your team.

User Testing 118

User Testing Customer Experience Customer Feedback Feedback Software 118

The Product Coalition

DECEMBER 5, 2019

There are several popular ways that companies answer users’ questions: a help desk with tickets, a knowledge base with articles, and live chat with support agents. An article from the Atlassian blog describes a knowledge base as a “self-serve online library of information about a product, service, department, or topic.”

Feedback Software 78

Feedback Software Customer Experience User Testing Customer Feedback 78

Userpilot

JULY 21, 2022

It mainly involves solving customer issues through in-app training, calls, emails, videos, articles, chatbots, and more. Others won’t bother sending an email if they can solve the problem with a support article. It has a resourceful help center with lots of guides , articles, and the option to request account help. Social media.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization Customer Feedback 98

Userpilot

APRIL 22, 2024

In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development. But what strategies work?

Analytic Tools 85

Analytic Tools Feedback Software Research Software Customer Experience 85

The Product Coalition

JUNE 3, 2022

Leading healthcare software development companies see learning management systems (LMS) as their top priority, alongside other medical software. They build eLearning platforms and mobile apps that help students gain knowledge of human anatomy and other relevant subjects. That is why doctors are encouraged to attend additional courses.

Healthcare 132

Healthcare Education Seminar User Testing 132

Userpilot

MARCH 23, 2023

By the end of this article, you’ll have a better understanding of the common pitfalls that lead to customer churn and how to avoid them. Provide customers with self-service education by creating a knowledge base packed with helpful resources. #4: Create a knowledge base with Userpilot. moment faster. #3:

Feedback Software 98

Feedback Software Research Software User Testing Customer Experience 98

UX Studio: Product Management

JANUARY 11, 2021

At UX Studio , while we develop our products, uxfol.io In this article, we’ll give some examples of how to increase the success of product development by improving the collaboration between the UX team and the developers. However, these tips may come in handy for developers and product managers as well. .

Weak Development Team 94

Weak Development Team Feedback Software Reporting Tools Research Software 94

TechEmpower - Product Management

OCTOBER 9, 2023

Enhancing Front-End Product Search We also developed a front-end search tool that revolutionized the way users search for products. Moreover, LLMs come equipped with an extensive knowledge base derived from the vast amounts of data they've been trained on. In other words, first, potential answer-containing documents are fetched.

Artificial Inteligence 138

Artificial Inteligence Generative AI Feedback Software Data Visualization 138

The Product Coalition

OCTOBER 8, 2023

Additionally, sentiment analysis tools can gauge market sentiment by analyzing social media, news articles, and forum discussions. Algorithm Development Developing accurate prediction models requires careful consideration of algorithms and data preprocessing techniques.

Data Visualization 138

Data Visualization Reporting Tools Feedback Software Customer Feedback 138

Userpilot

NOVEMBER 30, 2022

Have you ever wondered why companies invest so much time and effort into their customer service knowledge base? In this article, we’re going to go over all the benefits, best practices, and software that you need to make a world-class self-serve knowledge base ! What is a customer service knowledge base?

Feedback Software 98

Feedback Software Analytic Tools Reporting Tools Data Visualization 98

Userpilot

APRIL 11, 2023

This article explores the latest customer retention statistics across different industries and highlights tips to help you define a winning customer retention strategy. Creating a robust knowledge base to provide 24/7 support that exceeds customer expectations. First, you need to determine your current rate.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization User Testing 98

Userpilot

FEBRUARY 21, 2022

In this article, we’ll explore what interactive manuals are all about, how you create them, and tactics for helping lead users through engaging walkthroughs. By helping real users build their knowledge base through engaging with interactive content relevant to them. This section of the article explores which is best.

Feedback Software 98

Feedback Software User Testing Customer Experience Onboarding KPIs 98

Userpilot

MAY 7, 2020

This article is going to show you how to choose the best widget that you can then use to educate your users. Put simply, a help center widget is a way of taking your knowledge base and help documentation, and then embedding it within your product. To summarize, a help center widget places your knowledge base inside your product.

Analytic Tools 84

Analytic Tools Feedback Software Embedded Analytics Reporting Tools 84

UX Planet

FEBRUARY 25, 2024

My favorite design courses I have personal experience with all the courses I mention in this article, and I also included my own courses, I really hope you’ll find my list useful! I’ll make sure to update this article as soon as the course material is available. by Michael Riddering Figma Academy 2.0

UX 89

UX User Testing Customer Experience Banking 89

Gainsight

FEBRUARY 28, 2024

Let’s delve into how customer communities can streamline customer success, enhance engagement, and facilitate product development. With minimal development effort required, organizations can quickly establish compelling destinations for their customers. from one powerhouse search engine. Ready to Get Started?

Feedback Software 52

Feedback Software Customer Feedback Customer Experience User Testing 52

Atlassian

FEBRUARY 9, 2022

Related Article. We rolled out our new service desk in the fall of 2021 after months of planning and development. From the start, we knew this was an opportunity to build a system that provided plenty of useful analytics, and we needed a way to see them, so we developed a reporting dashboard.”. By Atlassian IT. We’ve fixed that.

Data Visualization 75

Data Visualization Reporting Tools Analytic Tools Customer Experience 75

Userpilot

JANUARY 20, 2024

This is the main question we explore in this article. Depending on the problem, you may seek input from data analysts , customer success managers , developers/engineers, or the sales and marketing teams. They develop hypotheses of the underlying causes, including: – Recent software updates may have introduced bugs.

Feedback Software 115

Feedback Software Analytic Tools Research Software User Testing 115

Userpilot

JULY 11, 2022

In this article, we’ll be sharing 10 golden rules of customer service that will help your support team develop quality support and exceed customer expectations. Userpilot is a code-free solution that allows you to create in-app guidance and in-app knowledge bases to provide self-support and enhance the customer experience.

Reporting Tools 98

Reporting Tools Feedback Software Customer Experience User Testing 98

Userpilot

APRIL 16, 2021

I’m sure you can think of times in the past where you were using a particular SaaS product, got stuck on one feature, and then spent ages looking for the knowledge base to diagnose the issue. Difference between a Help Center and a Knowledge Base Why does a SaaS company need Help Center Software?

Analytic Tools 52

Analytic Tools Reporting Tools Customer Communications Software Review 52

Intercom, Inc.

FEBRUARY 1, 2022

However, less than a third of companies offer self-service options, such as a knowledge base , and are therefore neglecting empowering their customers. . FAQs and how-to articles for the novice. Best practice guides and troubleshooting articles for the proficient. For example: Getting started guides for the beginner. .

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

Userpilot

NOVEMBER 10, 2022

In this article, we’ll cover: What are customer pain points? You can include a self-serve knowledge base and a live chat to eliminate support pain points. To avoid process pain points, add a self-serve help center, and a knowledge base in your product to improve the flow of information and keep customers moving.

User Friction 98

User Friction Customer Experience User Testing Product Research 98

The Product Coalition

MARCH 12, 2022

In this article, you’ll learn all about AI and how it can help your business become more efficient, productive, and profitable. Develop chatbots that respond to customer inquiries through sites like Facebook Messenger. A study by McKinsey found that AI could contribute $15–$62 trillion dollars in economic value globally by 2030.

Artificial Inteligence 162

Artificial Inteligence Data Visualization Analytic Tools Research Software 162

Userpilot

OCTOBER 1, 2021

" We asked some people in the SaaS industry what they thought of them, and the results weren't pretty… So if you take one thing away from this article, remember how LinkParrot lost Jake as a customer by ignoring his personal needs completely. Develop a process for acquiring customer feedback and, more importantly, acting on it.

Analytic Tools 115

Analytic Tools Feedback Software User Testing Data Visualization 115

Intercom, Inc.

JULY 10, 2018

In addition to talking to customers directly, you can empower them to find answers themselves using Intercom’s knowledge base. We’ve built out Ad Reform’s knowledge base to allow users to search on their own and make it easy for our team to send help articles directly within the Intercom Messenger.

Feedback Software 106

Feedback Software User Testing Customer Experience Customer Feedback 106

Userpilot

NOVEMBER 2, 2022

In this article, we cover: How to define product value and a value-added product. Meet them where they want with multiple support options, including a self-serve knowledge base. Give them product training in the form of webinars, video tutorials , and help articles to guide them through the learning process.

Feedback Software 98

Feedback Software Research Software User Testing Product Research 98

Intercom, Inc.

NOVEMBER 24, 2020

This is the third in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve. Through internal conversation reviews, agents can consistently learn and develop to ensure they’re providing the best service possible in every customer conversation. “As

Feedback Software 118

Feedback Software Customer Experience User Testing Technical Review 118

eG Innovations

SEPTEMBER 29, 2022

Every article you find about reducing Azure cost will invariably mention ensuring any unused (especially PAYG) resources are identified and shut down/deleted. We’ve covered in a previous article how eG Enterprise can automate monitoring alerts from Azure Advisor into the IT system without bespoke scripting, see: What is Azure Advisor? |

Analytic Tools 52

Analytic Tools Reporting Tools Data Visualization Customer Experience 52

Userpilot

MAY 26, 2022

If you would like to know the answers to these and other questions, this is the article for you! In other companies, educational content is developed by customer success teams that also create other customer-facing resources such as a knowledge base. Once we develop our routines, we tend to stick to them.

Feedback Software 98

Feedback Software Analytic Tools Research Software Education 98

Usersnap

APRIL 29, 2023

In this article, we’ll explore what ChatGPT is and how it works. ChatGPT is an artificial intelligence chatbot developed by OpenAI , built on a large language model. Chatbots are programs that let people converse and respond using natural language, based on the inputs they receive. Let’s get started! What is ChatGPT?

ChatGPT 105

ChatGPT Feedback Software Artificial Inteligence Reporting Tools 105

Userpilot

FEBRUARY 21, 2023

Offer self-service support with an in-app knowledge base. Invite your user base to a webinar where they can learn to use complex features. Since your product is in constant development, your users need to continuously catch up with the newest features, updates, and workflows. Userpilot’s in-app knowledge base.

Analytic Tools 97

Analytic Tools Feedback Software Research Software Data Visualization 97

Userpilot

NOVEMBER 28, 2022

This article takes a deep look at interactive guides. The traditional self-service solution is to build a knowledge base users can access when confused. That works until you have hundreds or thousands of articles. You’d have to read several help guides if you needed more than one article to answer your question.

Feedback Software 98

Feedback Software Customer Experience Analytic Tools Embedded Analytics 98

The Product Coalition

JUNE 17, 2020

Provided by Unsplash All too often, product discovery articles read like high-level strategy think-pieces. So I’ve written a series of articles that I hope can provide you with a concrete and insightful guideline to take away and start implementing. Please comment below or Get in touch.

Product Research 78

Product Research Framework Customer Feedback Customer Experience 78

Intercom, Inc.

JUNE 19, 2018

Moreover, when new innovations are developed for the customer support industry, they are often framed as a way to cut costs rather than offering better service. While chat is especially helpful for new customers, Zenoti moved their knowledge base to Intercom to take advantage of the machine learning available in Intercom Articles.

Reporting Tools 216

Reporting Tools Research Software User Testing Customer Experience 216

Userpilot

FEBRUARY 21, 2023

Offer self-service support with an in-app knowledge base. Invite your user base to a webinar where they can learn to use complex features. Since your product is in constant development, your users need to continuously catch up with the newest features, updates, and workflows. Userpilot’s in-app knowledge base.

Analytic Tools 89

Analytic Tools Feedback Software Research Software Data Visualization 89