Intercom, Inc.

DECEMBER 28, 2022

Like so many other companies in the space, Intercom was also affected by these difficult economic headwinds. Many companies have long been reluctant to use emojis in their communications, deeming them too casual, inappropriate or not “business-y” enough. Emojis mean business: The characters transforming business messaging.

Reporting Tools 118

Reporting Tools Technical Review ChatGPT Customer Experience 118

Intercom, Inc.

JULY 22, 2019

At Intercom, our product managers and engineers put together a “What We Built” document for every new feature. Even if you don’t have an exact version of this at your company, I bet your product team has created at least one of the following: Summary of the feature: This is the pitch outlining what the feature does.

Product launches 177

Product launches User Testing Article Customer Feedback 177

Business of Software Conference

NOVEMBER 16, 2023

After all, the more humans you have working, the more expensive it is to run your company. 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. Pick up the phone.

Research Software 52

Research Software Feedback Software User Testing Customer Experience 52

Centercode

AUGUST 14, 2020

Tech companies, in particular, are adapting in several ways. Meanwhile, internet companies with products relevant to these new circumstances are boosting their output to meet the demand. From how we support our customers to how we support our teammates, it’s part of who we are as a company.

Reporting Tools 64

Reporting Tools User Testing Feedback Software Product Research 64

Userpilot

JUNE 29, 2023

HubSpot offers customer relationship management (CRM) software solutions for businesses. Salesforce, Zendesk, and ChatSpot are the best for customer relationship management. Slack, Unito, and Asana are the best for team collaboration and project management. The platform allows integrations with multiple software platforms.

Analytic Tools 52

Analytic Tools Reporting Tools Data Visualization Customer Experience 52

Userpilot

JULY 20, 2023

The undeniable advances in artificial intelligence have led to a plethora of new AI productivity tools across the globe. Best AI tools to analyze data: Microsoft Power BI: business intelligence tool using machine learning. MonkeyLearn: analyze your customer feedback using ML. Brand24: AI tool for social listening.

Analytic Tools 98

Analytic Tools Feedback Software Data Visualization Reporting Tools 98

Intercom, Inc.

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Now, 1 in 5 of all our inbound conversations are resolved by the bot!” or “what is your pricing?”.

Artificial Inteligence 267

Artificial Inteligence Customer Experience Inbound Banking 267

Userpilot

MAY 1, 2024

Hubspot is the best customer relationship management platform. A customer engagement platform is a suite of tools that track, manage, and enable interactions with customers. The platform is geared towards mid-size SaaS companies and enterprise businesses. Pendo is the best customer engagement tool for mobile apps.

Analytic Tools 105

Analytic Tools Research Software Feedback Software Reporting Tools 105

Intercom, Inc.

JANUARY 24, 2019

Knowing when it’s time to become a platform is a delicate thing, as Mike Kreaden , Managing Director of Salesforce Incubator, discovered. Machine learning can get the right message or recommendation out in a responsive way – not just from the customer’s next best action, but from the sales perspective, too. Short on time?

Analytic Tools 151

Analytic Tools Data Visualization User Testing Artificial Inteligence 151

Intercom, Inc.

MARCH 22, 2022

Forward-thinking companies are starting to create C-level titles around this discipline, such as Chief Experience Officer. And that growth is tangible: Bain & Company found that companies that excel at customer experience grow revenues 4%-8% above their market. 3 ways the Engagement OS changes everything.

Customer Communications 129

Customer Communications Customer Experience Customer Feedback User Friction 129

Intercom, Inc.

JULY 19, 2021

This context allows your team to provide tailored, personalized responses, taking unique factors like their company size, plan type, and use case into consideration. It’s super helpful that people from across the company can access the customer conversation history and account information that Intercom provides,” he says.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. This works as well for a B2B company like Intercom as it does for any B2C company. What is a marketing technology stack? Promote it.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

Userpilot

FEBRUARY 13, 2024

AI chatbots : AI chatbots use NLP and machine learning to stimulate conversations with a human support agent. CRM integrations : The self-service software you choose should allow you to seamlessly integrate with your customer relationship management system. Inbound calling : Receive customer calls and track them in HubSpot.

Analytic Tools 52

Analytic Tools Reporting Tools Feedback Software Embedded Analytics 52

Intercom, Inc.

JUNE 23, 2020

I’ve got various product managers reporting into me and we focus primarily in the support space. So often companies are just trying to keep up with volume and hire, hire, hire, but at some point it becomes unsustainable and too expensive to continue hiring. What follows is a lightly edited transcript of the episode.

Reporting Tools 118

Reporting Tools Customer Experience User Testing Data Visualization 118

Intercom, Inc.

OCTOBER 29, 2020

In times of crisis, it helps to keep company values in mind – after all, they’re your North Star. Think about what you could be doing to bring more diversity into your teams and be more inclusive as a company, and go actively out of your way in order to achieve set goals. I love building products, building teams, building companies.

Feedback Software 209

Feedback Software Research Software User Testing Reporting Tools 209

Userpilot

FEBRUARY 1, 2022

The customer experience (CX), on the other hand, is a much wider term based not only on the product experience but also on the customer’s impression of the company as a whole. Why is product experience important for SaaS companies? Customer success managers interact with users on a regular basis.

Customer Experience 98

Customer Experience Data Visualization Analytic Tools Feedback Software 98

Intercom, Inc.

FEBRUARY 27, 2020

We sat down for a chat with our own Fergal Reid, Principal Machine Learning Engineer, to learn why Answer Bot had to evolve past simply answering questions to focus on solving problems at scale. Companies often have a good idea about what they want their bot to answer, but they’re not always sure where to start.

User Testing 23

User Testing Artificial Inteligence Data Visualization Customer Experience 23

Business of Software Conference

JULY 26, 2016

How To Build Great Company Culture. Mikey Trafton: How To Manage Your Badass Team. Peldi Guilizzoni: 10 Years Of Balsamiq – What I’ve Learned. David Cancel: Leading A High-Growth Company. Mike McDerment: How Freshbooks’ Fear Of Competition Saved The Company. We will never sell your email address.

Weak Development Team 70

Weak Development Team Data Visualization Customer Feedback User Testing 70

Userpilot

JULY 12, 2021

NapoleonCat is an advanced social media management platform that lets you measure and analyze user activity on your social media accounts. According to McKinsey’s CMO survey, over 85% of companies reported achieving a significant value contribution from the extensive use of customer analytics. Source: fullstory.com. NapoleonCat.

Analytic Tools 98

Analytic Tools Data Visualization Research Software Feedback Software 98

Sequent Learning

SEPTEMBER 20, 2023

In the business climate of the twenty-first century, companies must hone their operations to become more strategic, agile competitors. The best approach to achieving this goal is through enhanced utilization of the function of product management. I’m sure that most of you have developed powerful experiences as managers and leaders.

Product Management 52

Product Management Product Manager Research Software Reporting Tools 52

Intercom, Inc.

MAY 21, 2020

Focusing in on automation, optimizing the support experience for a company like Intercom that’s scaling so fast is a challenge. The first one was that we had all of these different individuals around the world: different managers who are individual contributors who know the product and our customers’ questions really well.

User Testing 221

User Testing Customer Experience Data Visualization Reporting Tools 221

Userpilot

MAY 19, 2021

What do SaaS Companies spend on B2B Marketing? What do SaaS Companies spend on B2B Marketing? When you first hear this question, your first reaction might be: “Well, it depends on the size of the company and their product’s maturity.”. Does it help marketing managers publish posts faster? Let’s dive in! Table of Contents.

Research Software 119

Research Software B2B User Testing Customer Experience 119

Intercom, Inc.

MARCH 29, 2022

You’ll hear from the product managers that led the ideation, planning, and development of these products, and get their unique insights into the ways each of them can uplevel your customers’ experience with your company. We remember the companies that make things easy”. That’s why great experiences stand out.

Feedback Software 118

Feedback Software Customer Communications Reporting Tools Events 118

Business of Software Conference

JANUARY 16, 2020

April is an expert marketing practitioner turned executive consultant and author who helps technology companies make complicated products easy for customers to understand and love. And so you can imagine you run one of these companies how the heck are you going to stand out from everything else there. April is returning to BoS in 2020!

Positioning 108

Positioning Analytic Tools Reporting Tools Research Software 108