Intercom, Inc.

OCTOBER 1, 2022

Customer self-service takes a variety of forms, including but not limited to: help centers or knowledge bases, customer portals, FAQ or glossary pages, mobile apps, AI-powered chat and messaging services, or customer communities. It can help a company lower costs.

Data Visualization 104

Data Visualization Customer Experience Research Software User Testing 104

Userpilot

JULY 31, 2023

If so, you’re in the right place, as this article discusses 15 tools that are excellent alternatives to Intercom and will help you optimize customer service processes and deliver outstanding self-service support. Pendo offers in-app messaging and onboarding features for mobile apps. Let’s get right into them, one by one!

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Analytic Tools Feedback Software Reporting Tools Data Visualization 93

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. Help customers navigate known issues with Outbound Messages. What is proactive customer support?

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

Userpilot

APRIL 22, 2024

In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. Using targeted in-app messages to guide users through key features effectively. Building an in-app knowledge base to address common issues and reduce user friction. But what strategies work?

Analytic Tools 84

Analytic Tools Feedback Software Research Software Customer Experience 84

Intercom, Inc.

AUGUST 13, 2019

Our bots use AI to provide customers with links to existing resources, like knowledge base articles and FAQs. Chat is faster than email, more personal than knowledge bases, and way less frustrating than shouting into an automated phone system. If they had, the articles likely didn’t address the person’s question.

Data Visualization 279

Data Visualization Customer Experience User Testing Customer Feedback 279

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: Then, create a marketing message that speaks your audience’s language.

Feedback Software 98

Feedback Software Research Software User Testing Customer Experience 98

Intercom, Inc.

JANUARY 20, 2021

For example, our support best practices article outlines a complete strategy for how to provide personalized customer support. Instead of making a feature the main focus of your article, mention it briefly, explain the job it does, include a screenshot, and link off to a how-to article. It’s not just a series of FAQs.

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User Testing Customer Feedback Customer Experience Embedded Analytics 232

Intercom, Inc.

DECEMBER 2, 2019

Customers then see a message in their native language. Increase self-service support with an integrated, multilingual knowledge base. To meet this challenge, you can translate your knowledge base so that every customer can easily find answers on their own. Use chatbots to improve resolution times.

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

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

NOVEMBER 20, 2022

This usually comes in different forms of adapted content, like recommendations based on previous searches, in-app guidance based on user behavior, responses to social media comments, etc. In this article, we’ll discuss how to deliver personalized, timely, and connected real-time interactions that bring value to the customer.

Customer Experience 98

Customer Experience Feedback Software Analytic Tools User Testing 98

Userpilot

AUGUST 30, 2023

In this article, we’ll delve deep into the ins and outs of time to resolution and see how to reduce it. Use segmentation for automating in-app messages with solutions for specific issues. Building a knowledge base to offer customer self-service and empower users with resources for common problems.

Customer Experience 97

Customer Experience Onboarding KPIs User Testing Customer Feedback 97

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

Intercom, Inc.

APRIL 25, 2018

Before this, we’d invested a lot of time in features like article suggestions. Powered by our knowledge base product , it suggested articles to people after they typed a message. That would keep the Messenger strictly about messages and conversations – which is all it should be about. Or so we thought.

Embedded Analytics 215

Embedded Analytics Feedback Software User Testing Customer Experience 215

Userpilot

AUGUST 20, 2023

So if you want to learn about how to apply and practice a proactive service without spending too much time, keep diving into this article. Create an in-app knowledge base that’s easily accessible from your app, resourceful, and curated for specific user segments. Now, anyone can build a knowledge base.

Data Visualization 84

Data Visualization Analytic Tools Feedback Software User Testing 84

Userpilot

APRIL 26, 2022

This article breaks it down, showing its features, limitations, and available alternatives. Pendo’s Resource Center has modules for announcements, onboarding, and user guidance (help articles, FAQs, checklists, etc.). Pendo doesn’t come with Live Chat and Knowledge Base options. What is Pendo Resource Center?

Embedded Analytics 98

Embedded Analytics Analytic Tools Feedback Software Data Visualization 98

Userpilot

FEBRUARY 3, 2023

In this article, we explore how to continuously educate and unlock value for your users throughout the customer lifecycle. Effective strategies for primary onboarding: Greet users with welcome messages. Create a self-serve knowledge base to ensure customers have unlimited access to the educational and support resources they need.

Onboarding KPIs 98

Onboarding KPIs Customer Experience User Testing Customer Feedback 98

Userpilot

SEPTEMBER 19, 2023

Self-serve resources include chatbots, knowledge bases, FAQs, in-app guides, walkthroughs, video tutorials, etc. Usetiful : Best to build knowledge bases. Trigger in-app messages based on specific events, in-app behaviors , and the user’s stage in the journey. Why is Self Service Support important?

Customer Experience 52

Customer Experience Customer Satisfaction Education Branding 52

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. Interact with customers through in-app messaging and offer contextual help. Interact with customers through in-app messages and offer contextual help. We can help you!

Reporting Tools 98

Reporting Tools Feedback Software Customer Experience User Testing 98

Intercom, Inc.

JUNE 19, 2018

Tristan received an automated transaction message: his credit card was just used at a convenience store 20 mins away! A 2017 Fortune article, “Those Annoying Chatbots Can Save Business Billions,” highlighted research findings that chatbots could help customer service teams save more than $8 billion by the year 2022.

Reporting Tools 216

Reporting Tools Research Software User Testing Customer Experience 216

Userpilot

MARCH 29, 2022

In today’s article, we will be listing some inspiring help center designs that will make you stand out. The main difference between a help center and a knowledge base is that the latter is a section on your website, while the former is an in-app resource. Help center vs Knowledge base. Userpilot’s knowledge base.

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Customer Experience 98

Userpilot

FEBRUARY 7, 2023

In-app communication is one of the most effective ways to engage with your users since it allows you to send contextual messages at the perfect moment. This also makes in-app messaging the ideal vehicle for guidance and upsells. In-app messages should be goal-driven, targeted, personalized, and concise to maximize their efficacy.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience User Testing 98

Atlassian

FEBRUARY 9, 2022

Related Article. Self-help resources: A new landing page and expansive Knowledge Base (KB), both hosted in Confluence and integrated into the Service Desk Portal in Jira. One of our new solutions is the self-service knowledge base.”. Altogether, it’s not unlike what happens at most companies. By Atlassian IT.

Data Visualization 75

Data Visualization Reporting Tools Analytic Tools Customer Experience 75

Userpilot

JULY 21, 2022

In this article, we will be covering everything you need to know about customer experience automation. Leverage tooltips to send the right message to the right user at the right time. Automated workflows such as knowledge bases or chatbots enable customers to access resources without waiting for human-to-human interaction.

Feedback Software 95

Feedback Software Reporting Tools Customer Experience Data Visualization 95

Userpilot

JANUARY 26, 2023

In this article, we cover: What SaaS customer onboarding is and why it’s important. Greet new customers with welcome messages – it humanizes the onboarding process. Provide self-service options, such as a knowledge base , to meet customer expectations and take the load off your support team.

Analytic Tools 98

Analytic Tools Feedback Software Customer Experience Data Visualization 98

Userpilot

DECEMBER 19, 2022

This article will teach you the difference between B2C and B2B marketing, go over a few B2B examples, and walk through 15 proven strategies that can take your product marketing to the next level! Blog articles are the most popular format for content marketing but that doesn’t mean you have to limit yourself to that medium.

B2B 105

B2B User Testing Research Software Analytic Tools 105

Userpilot

JANUARY 23, 2023

A successful customer retention strategy starts with effective communication – the right message to the right audience at the right time. Segmenting customers into groups based on similar traits, allows you to still market highly relevant content to keep them engaged, and do so efficiently. Why is retention important in SaaS?

Customer Experience 98

Customer Experience User Testing Feedback Software Customer Feedback 98

The Product Coalition

MAY 11, 2021

In this article I’m sharing three challenges and learnings from joining a new company remotely as Head of Product. And don’t find excuses not to communicate when you have an uncomfortable message to share. Another thing to remember is that communication is not always about sharing a message top down.

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Leadership Feedback Software User Testing Customer Feedback 182

Userpilot

JUNE 22, 2022

In-app help includes a button to access support and chat, a help center and knowledge base hub, tooltips to announce new features, hotspots to grab users’ attention, as well as checklists to drive users to the activation point. Customers can browse support articles through the help button on the app through in-app support.

Onboarding KPIs 52

Onboarding KPIs Reporting Tools Customer Experience Customer Communications 52

Userpilot

OCTOBER 26, 2023

These are the main questions we tackle in this article. Contextual in-app messages are a great tool to drive feature discovery and adoption. Upsell messages are an excellent way to drive product expansion and increase customer lifetime value. Contextual onboarding messages are an excellent tool for the job!

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Analytic Tools Feedback Software Product Research Data Visualization 94

Userpilot

FEBRUARY 28, 2023

In this article, we cover 14 actionable strategies and discuss how using product analytics can help enhance the success of each one. Review your product analytics, and A/B test your in-app messaging for added context. Introducing a new feature with in-app messaging. Example of a knowledge base in Userpilot.

Analytic Tools 95

Analytic Tools Feedback Software User Testing Data Visualization 95

Userpilot

JULY 20, 2023

In this article, we review different ways to identify potential churn and deal with it. Customers can downgrade or cancel subscriptions for a million reasons , but here are the main culprits: Bad product-customer fit: This mainly results from wrong positioning or sugar-coated marketing messages. You’ve opened the right link!

Customer Experience 94

Customer Experience Feedback Software Analytic Tools Data Visualization 94

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 95

User Friction Customer Experience User Testing Product Research 95

Userpilot

NOVEMBER 16, 2022

In this article, we’ll cover: What B2B marketing automation is and how it benefits marketing and sales teams. To do this, create a self-service knowledge base full of educational content, like help articles, videos, and case studies. What are the best practices for success? Loom’s freemium to premium modal.

Feedback Software 98

Feedback Software Analytic Tools B2B Embedded Analytics 98

Userpilot

OCTOBER 10, 2022

In this article, we consider 10 SaaS product marketing examples. Product marketing involves bringing a product to market and aligning its messaging with customer needs. Product marketers define market positions, shape product messaging, and drive product pricing and customer retention strategies. What made them successful?

Feedback Software 97

Feedback Software Research Software Product Research User Testing 97

Userpilot

NOVEMBER 1, 2022

In this article, we’ll cover: What personalized customer service is and why it’s beneficial in SaaS. Some prefer getting help by turning to a self-serve knowledge base, whereas others want to talk to your team directly. You can even show or hide relevant modules based on your customer’s needs.

Data Visualization 98

Data Visualization Feedback Software Analytic Tools Research Software 98

Intercom, Inc.

OCTOBER 13, 2022

And finally, a new tooltips feature – our first ever customer-initiated message type. Intercom customers typically see a 31% increase in engagement after implementing in-product messages”. Messaging has taken over our personal communication, and now we’re seeing in-product messaging taking over in business from phone and email.

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Feedback Software Events Data Visualization Customer Communications 118