Userpilot

AUGUST 30, 2023

Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. Your proactive customer support demonstrates how much you care about your customer and persuades more customers to stick with your product or service. Why is time to resolution important?

Customer Experience 95

Customer Experience Onboarding KPIs User Testing Customer Feedback 95

Product Talk

AUGUST 16, 2023

Yes, all of the content we create—whether it’s this blog, the Product Talk Academy courses , the community , or the Continuous Discovery Habits book—focuses on the various facets of continuous discovery. Initially, I targeted members from the CEST time zone because the times coincided with my work hours,” says Welena. The only problem?

Product Research 169

Product Research Weak Development Team User Testing Customer Feedback 169

Product Talk

FEBRUARY 15, 2023

If, on the other hand, you are working on internal software that helps the Netflix support team respond to support tickets more efficiently, your product contributes to decreasing costs. After asking about how success is measured for their product, we asked participants how their product is performing this quarter.

Product Research 191

Product Research Data Visualization Customer Feedback Weak Development Team 191

Business of Software Conference

NOVEMBER 30, 2018

It was one of those days in the office when some things weren’t working and almost all of my time was spent jumping between ‘real work’ and dealing with tech support. I’ve changed some details – removed name of company and support guy and for the record, they ended up solving the problem in the end.

Blog 40

Blog User Testing Customer Feedback Customer Experience 40

The Product Coalition

FEBRUARY 29, 2024

After working together on a fun weekend project in 2008, Tom Preston-Werner , Chris Wanstrath , and PJ Hyett established the code hosting platform GitHub. Pricing for GitHub Enterprise was structured on a per-user subscription model, with costs ranging from $21 to $48 per user per month, depending on the tier and support level selected.

Software Review 117

Software Review Customer Experience Software Developers Software Development 117

UX Planet

FEBRUARY 25, 2024

Jakob’s Law (named after Jakob Nielsen) states that since users spend most of their time on other websites, they prefer your site to work the same way as all the other sites they already encountered with. The Vault contains 10+ hours of videos and Figma files. you have never talked to support before; 2.

UX 87

UX User Testing Customer Experience Banking 87

Lenny Rachitsky

FEBRUARY 11, 2024

Jake and John are co-founders of the venture capital firm Character, where they support startups with capital and sprints. Each day is an experiment that you’ll get to run again tomorrow and the day after that. Jake: Notion instead of email, Loom instead of calls, and Descript videos instead of blog posts.

Customer Experience 85

Customer Experience Framework Finance Blog 85

Intercom, Inc.

JANUARY 3, 2020

More and more companies are reaching the tipping point where their human teams can’t keep up with their growing volume of support conversations. Some time ago, when chatbots were new and we were still forming our opinion on them, our SVP of Product Paul Adams wrote a blog post discussing their limitations. It’s too vague.

Customer Experience 222

Customer Experience Messaging Naming Branding 222

The Accidental Product Manager

APRIL 10, 2023

Roku product managers are creating an ad-supported streaming strategy Image Credit: Mike Mozart The product managers at the streaming hardware provider Roku had a bit of a problem on their hands. Say Hello To Streaming Ads The product managers at connected-TV giant Roku are betting big on ad-supported streaming.

Product Management 65

Product Management Product Manager User Testing Reporting Tools 65

Intercom, Inc.

JANUARY 30, 2019

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. Fully customizable, these chatbots are like friendly receptionists who make sure to guide you in the right direction after you walk in the door. Automating support. Maybe you wonder if we practice what we preach ??.

User Testing 117

User Testing Webinar Inbound Customer Experience 117

Andrew Chen

JULY 31, 2022

Dear readers, This blog is officially back! I’m excited to restart my writing here, after a long hiatus. I’ll be sharing more about what I learned in my journey in writing and publishing the book in a future essay — and all my random life hacks for clearing out a few hours every week to put it together.

Events 98

Events Startups Books Blog 98

Userpilot

DECEMBER 6, 2022

Offer in-app self-service support to unlock on-demand support. 32% of people worldwide would leave a brand they love to use after only one poor experience. The customer satisfaction (CSAT) score tracks how happy users are with your product, service, or a specific interaction, such as requesting help from your support team.

Customer Experience 97

Customer Experience User Testing Customer Feedback Data Visualization 97

Intercom, Inc.

MAY 21, 2020

? ? In our quest to make the most of support automation, we’ve found three uses that really optimize its potential. 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. The first is routing: directing a customer’s question to the right team.

User Testing 221

User Testing Customer Experience Data Visualization Reporting Tools 221

The Product Coalition

FEBRUARY 10, 2022

Live streaming services usually come as web platforms like Twitch and YouTube, but they are also supported by mobile apps. 80% of the audience would rather watch a live stream from a brand than read its blog. Additionally, they can use a special internal currency, Bits, to support their favorite streamers.

Feedback Software 147

Feedback Software User Testing Technical Review Data Visualization 147

Userpilot

AUGUST 24, 2021

You keep hearing that self-service support in SaaS is a must. In this article you'll read about: what implementing self-service support can help you achieve (hint: it improves customer satisfaction). when to mix self-service support with human interaction. when to mix self-service support with human interaction.

Research Software 98

Research Software Feedback Software Reporting Tools Customer Experience 98

Intercom, Inc.

APRIL 2, 2020

Some companies worked quickly to pivot and ensure that their workforce was well supported to work from home while others already had remote workers set up. I’ve heard a lot of people say that it’s going to be hard to go back to working in the office after doing this. Here’s some quick takeaways from the episode.

Reporting Tools 260

Reporting Tools Customer Experience Seminar Education 260

Product Talk

APRIL 19, 2023

Within the product world at large and the Continuous Discovery Habits community specifically, we’re seeing increasing interest in personal knowledge management, both in terms of the processes and tools people are using to support them on this journey. Find all of the posts in this series here.

Research Software 130

Research Software Data Visualization Product Research Systems Review 130

Userpilot

MARCH 7, 2022

Sadowski is the founder and CEO of Brand24 , a social media monitoring solution that provides instant access to brand mentions across social, news, blogs, and more. But here’s that catch: Most customers don’t reach out to customer support when they hit a hurdle. Michal also suggests providing real-time support with Live Chat.

Analytic Tools 133

Analytic Tools Data Visualization Reporting Tools Technical Review 133

Userpilot

APRIL 16, 2020

After doing some research, and getting a demo – Team Touchright opted for Walkme. But after our trial ended and we were left to our own devices to build the walkthroughs, we felt like it wasn’t actually exactly what they had led us to believe it would be. Overpromised, Underdelivered.

Research Software 83

Research Software Reporting Tools Data Visualization Software Review 83

Userpilot

NOVEMBER 16, 2022

Free up your support team and save costs by automating customer support. Convert more trial leads into paying customers with automated in-app messages that trigger after certain milestones are achieved. You don’t need a support team or success team to constantly help users and reduce friction.

Feedback Software 97

Feedback Software Analytic Tools B2B Embedded Analytics 97

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. Automation.

Reporting Tools 178

Reporting Tools Customer Experience Strategy Artificial Inteligence 178

Intercom, Inc.

DECEMBER 19, 2018

The best of the blog. Significant digits: 240 blog posts, 18 videos. They must uplevel everything they touch such that things work better and/or faster even after they are no longer involved. Analytics, biz ops, marketing, sales, support, recruiting, finance, HR. We killed the blog. ” On Support.

Analytic Tools 150

Analytic Tools Research Software User Testing Customer Experience 150

eG Innovations

FEBRUARY 14, 2022

After applications are deployed in the cloud, their performance has to be monitored. After all, end users care about application performance, not about where the application is hosted and what infrastructure it uses. The cost of downtime ranges from $140,000 per hour to $540,000 per hour, with $300,000 per hour being the average.

Data Visualization 52

Data Visualization Reporting Tools Analytic Tools Customer Feedback 52

Userpilot

AUGUST 23, 2022

In today’s B2B technology world, the terms “customer success” and “customer support” are often used interchangeably. In this battle of customer success vs customer support, there are stark differences but there is also a common thread that binds them together. What is customer support?

Customer Experience 89

Customer Experience Feedback Software Customer Feedback User Testing 89

Userpilot

MAY 19, 2022

What help desk metrics should you use for your SaaS business to track your customer support team performance and see how often your customers need help? Help desk metrics measure customer satisfaction and evaluate the performance of your customer support efforts. So, let’s dive into the metrics right now.

Feedback Software 98

Feedback Software Onboarding KPIs Analytic Tools Customer Experience 98

Userpilot

OCTOBER 22, 2021

By allowing users to solve their own problems self-sufficiently, without bothering your customer support team, user guides reduce churn and cut your SaaS support costs. Even with the best guides, there’s no guarantee that the user will read them, despite the countless hours invested into building them. Fewer support costs.

Feedback Software 98

Feedback Software User Testing Customer Experience Customer Feedback 98

Userpilot

MARCH 31, 2023

Offering self-serve support can help you analyze customer needs and identify support topics trends. After identifying them, you can take action to eliminate them and drive satisfaction with a seamless customer experience. After collecting NPS survey results, you should start analyzing them. What are metrics in SaaS?

Data Visualization 96

Data Visualization Analytic Tools Onboarding KPIs Feedback Software 96

Userpilot

OCTOBER 1, 2021

After months of lacking the right tool, Jake is filled with a sense of excitement. After a quick signup process, he fires up LinkParrot for the first time. A brand-new feature showing how LinkParrot can save accounting departments 2 hours per day when it comes to budgeting for linkbuilding activities. Good customer support.

Analytic Tools 112

Analytic Tools Feedback Software User Testing Data Visualization 112

BrainMates

NOVEMBER 14, 2021

– I sat for twelve hours a day, cross-legged with my eyes closed, completely still, and I focused. . At one point, and I’m not proud of this, I punched a port-a-loo after a particularly infuriating session. Too often in the past I’ve read a book, blog post or tweet and assumed I’ve understood. I focused deeply.

Product Management 98

Product Management Product Manager Management Management 98

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. Userpilot is an excellent onboarding tool that enables effective in-app communication and on-demand user support.

Analytic Tools 91

Analytic Tools Feedback Software Reporting Tools Data Visualization 91

The Product Coalition

DECEMBER 11, 2022

Production Support is a mandate Photo by Campaign Creators on Unsplash DevOps Best Practices in a successful transition to the future: Production Support is a mandate. Modern applications are best designed with production support from the start.

Feedback Software 125

Feedback Software Analytic Tools Data Visualization User Testing 125

Userpilot

APRIL 6, 2022

Offer self-serve support so users can always have something to quickly run to when they’re stuck. After a couple of minutes or hours, you’ll leave with conclusions based on those experiences. The Aha moment typically comes after the first couple of interactions with your tool. User Journey Stages.

Customer Experience 107

Customer Experience Feedback Software User Testing Customer Feedback 107

The Product Coalition

FEBRUARY 2, 2023

In this blog post, we’ll explore a 5-step product validation framework that can help you validate your product ideas and make informed decisions about which ones are worth pursuing. Have you ever worked on a product that didn’t meet customer needs or deliver the expected results?

User Testing 144

User Testing Feedback Software Product Research Research Software 144

Userpilot

JULY 14, 2023

It includes slow service, a poor customer support team, or complete under-servicing of customer needs. The following are examples of how bad customer service can cause poor customer experience: No real-time support, such as no chatbot , no self-service options, or long wait times on chat, results in poor customer service.

Feedback Software 85

Feedback Software Customer Experience User Testing Customer Feedback 85

Mind the Product

MARCH 24, 2020

As you’ve probably read in all those blog posts and books about product management, the ideal scenario is to have your product manager co-located with engineering, sitting no more than two feet away from the team designer, back-end and front-end. But I’ve also honestly found that I got accustomed to my new routine after a week or so.

Product Research 116

Product Research Product Management Product Manager Customer Experience 116

Userpilot

FEBRUARY 21, 2023

It also supports both mobile and web apps. Both Pendo and Heap support funnel analysis which allows product managers to identify friction points and optimize the product to help users experience value in less time. It supports both mobile and web-based applications. Dashboard in Heap. Pendo Track Events.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Reporting Tools 98

Userpilot

APRIL 9, 2020

A user would sign-up, and then – trip themselves up while filling in the product – and either write to support for help or never come back. This changed once GetCraft decided to focus on their onboarding – to help the users complete their profiles successfully at scale, and to reduce the volume of support requests.

Customer Experience 98

Customer Experience Data Visualization Events UX 98