Intercom, Inc.

SEPTEMBER 15, 2022

And when typing a message, there is a lot more room for ambiguity and misunderstanding, even when the interlocutors know each other well. Together, they’ll talk about the evolution of emojis, recent trends in business messaging, and how organizations can use emojis to build better relationships with their customers. Enter the emoji.

Messaging 129

Messaging Reporting Tools Research Software Data Visualization 129

Userpilot

MARCH 29, 2024

What do we learn from the best brand activation examples? Brand activation is about driving product growth by connecting emotionally with people on a personal level. In this article, we take a deep dive into the concept of brand activation and go over 13 great examples that will inspire you to create your activation strategy.

Branding 105

Branding Analytic Tools Feedback Software User Testing 105

Alchemer Mobile

DECEMBER 28, 2021

The concept of retargeting mobile customers is not a new idea by any means, but few brands practice it successfully. Of course, there are exceptions to every rule, but these generalizations are a great starting point to make informed decisions. Truly powerful mobile customer engagement comes from hyper-specific brand interactions.

User Testing 246

User Testing Customer Experience Customer Feedback Feedback Software 246

Alchemer Mobile

DECEMBER 21, 2022

The concept of retargeting mobile customers is not a new idea by any means, but few brands practice it successfully. Of course, there are exceptions to every rule, but these generalizations are a great starting point to make informed decisions. Truly powerful mobile customer engagement comes from hyper-specific brand interactions.

User Testing 263

User Testing Customer Feedback Feedback Software Product Research 263

Userpilot

JUNE 2, 2025

This leads to errors like sending a product update notification at 1 AM or showing the wrong message to the wrong user segment. 78% of users churn in the first week after installation when brands dont have a clear engagement strategy based on regular push notifications. Of course, poor execution backfires. Source: Reddit.

Analytic Tools 100

Analytic Tools Data Visualization Onboarding KPIs User Testing 100

Intercom, Inc.

NOVEMBER 17, 2021

Writing a clear, timely, and empathetic message to your customers is a very sought-after craft. For the past 25 years, she’s been helping people and businesses draft their own style guides and write better emails, chats, and social media messages to improve both communication and the customer experience. Say it like you mean it.

Messaging 118

Messaging Customer Experience Branding Airlines 118

Alchemer Mobile

APRIL 13, 2021

Shopping apps typically see relatively low retention due to high marketplace competition and consumers being loyal to multiple brands at the same time. Surveys and Messages. Understanding shifts in emotion and proactively engaging with consumers to get ahead of them is a big opportunity for Finance brands in 2021 and beyond.

Feedback Software 232

Feedback Software Research Software User Testing Systems Review 232

Roman Pichler

NOVEMBER 2, 2021

As the person in charge of the product, you depend on the work of the development team and you are, of course, affected by poor performance. Say that you are working on a new brand-new product. This did not solve anything, of course. This can make it challenging to help a development team improve. Thank you for that.

Weak Development Team 377

Weak Development Team Development Software Review Technical Review 377

Alchemer Mobile

AUGUST 26, 2021

It allows you to have insight into the overall customer experience and larger brand perception. This survey revealed differences in customer sentiment depending on app/brand and insight into purchaser behavior. In fact, most brands only hear feedback from about one percent of their customers.

Feedback Software 246

Feedback Software User Testing Customer Feedback Product Research 246

Alchemer Mobile

APRIL 6, 2021

Surveys and Messages. Food and Drink consumers also responded marvelously to brands who proactively asked for and acted on their feedback. Mobile teams also kept their response rates high throughout the year (macro average was 92%)—no easy feat as the marketplace responded to unprecedented shifts in how service could be given.

Feedback Software 243

Feedback Software Research Software User Testing Systems Review 243

Userpilot

OCTOBER 7, 2022

Are you about to create a greeting message for new customers but want to see how other companies are doing it first? In this article, we’ll explore what a welcome greeting message is, why SaaS companies need it, and examples from some of the best companies. 13 best welcome message examples.

Analytic Tools 98

Analytic Tools Feedback Software Messaging Customer Experience 98

Product Innovation Educators

MARCH 3, 2025

Joining us is returning guest, Carmel Dibner, who is a principal and co-owner at Applied Marketing Science (AMS), where she has helped companies uncover critical customer insights to improve products, services, and customer experiences.Before moving to consulting she was in brand management at Unilever.

Research Software 156

Research Software Product Research User Testing Artificial Inteligence 156

Intercom, Inc.

MAY 25, 2021

Messaging is rapidly becoming a key channel for customer support. According to Forrester’s research, prior to the pandemic, messaging was ranked fifth overall in terms of channel usage. Here’s why customers and support teams have turned to messaging as their channel of choice over the last year. Now, it’s second.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Intercom, Inc.

MARCH 10, 2022

With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. In fact, 75% of consumers were more likely to favor brands that exhibited clear and frequent communication during the pandemic. But what’s the best way to stay ahead of these expectations?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Alchemer Mobile

DECEMBER 16, 2020

COVID-19 hit finance apps with a one-two punch, and many brands are still adjusting to find their new normal. While we saw DAU stay consistent for traditional banking apps this year, DAU spiked for budgeting apps, insurance companies, credit score apps, and other mobile-first brands in the finance category.

Finance 243

Finance Feedback Software User Testing Data Visualization 243

Product Talk

JANUARY 24, 2024

Ben will then send a direct message to anyone who comments on or reacts to the post, asking them if they would be open to doing a quick Zoom interview. He sends one follow-up message to anyone who doesn’t respond to his first message. However, Ben shares that it’s taken time to refine his messaging for this type of outreach.

Research Software 308

Research Software Feedback Software User Testing Customer Experience 308

Intercom, Inc.

AUGUST 23, 2022

Support plays a critical role in customer retention, with 32% of consumers citing bad customer service as the main reason they discontinued business with a brand. Use modern support tools (such as chatbots , automation , and proactive messaging ) to preemptively and contextually resolve simple queries and answer FAQs.

Customer Experience 211

Customer Experience Data Visualization Customer Feedback Customer Communications 211

Userpilot

OCTOBER 20, 2024

Referral programs Referral programs are most effective when targeting loyal customers who already have a positive experience with your brand. For quizzes specific to a brand, users can win rewards by answering three questions correctly. Celebrate with fun visuals or messages when milestones are reached. Source: CRED.

Onboarding KPIs 102

Onboarding KPIs Customer Experience User Testing Customer Feedback 102

UX Planet

OCTOBER 28, 2024

Of course, it wasn’t quite that dramatic — creativity was still thriving; it just required a more focused and specialised approach. As a bonus — start documenting key UI patterns, e.g. where a toast message should appear etc. It almost felt like the end of creativity. After all, people like order.

Research Software 94

Research Software Analytic Tools Data Visualization Web Developers 94

Intercom, Inc.

MARCH 16, 2021

This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. “You’ll know the exact questions to address in your help content and the precise words to use – your customers’ words” One of the best ways to do this is create a feedback message.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Intercom, Inc.

APRIL 23, 2019

That’s why we built Product Tours to assist with the job of user onboarding within your product, alongside our best-in-class in-app messaging and knowledge base products. It’s a pivotal experience that, if designed well, results in the user becoming an advocate for your brand and sticking around for the long haul. Here’s the proof.

Onboarding KPIs 199

Onboarding KPIs User Testing Customer Experience Research Software 199

Intercom, Inc.

JUNE 6, 2019

For instance, many teams build apps on Intercom so users can leverage their workflows and services within our live chat Messenger and messages. You don’t need to reinvent the wheel to make your brand stand out. Find the thing that gets you excited about your brand and learn how to articulate it as a story.

Analytic Tools 190

Analytic Tools Data Visualization Customer Experience Inbound 190

Intercom, Inc.

APRIL 13, 2018

For example, according to a piece from Adobe , 54% of consumers receive at least one SMS message daily, and 50% of U.S. consumers who receive branded SMS texts go on to make direct purchases. If you’re interested in building a reliable and repeatable sales funnel for your SaaS business, sign up for the Startup Sales Success course.

Data Visualization 224

Data Visualization Customer Feedback Reporting Tools Customer Experience 224

Intercom, Inc.

FEBRUARY 23, 2018

Of course, they intelligently suggest items based on purchase history and what people similar to you have purchased. All of the early social networks proved this idea and now messaging apps are taking things further by allowing us to deepen relationships using photos, videos, gifs, and emoji. Increase your brand reputation.

Customer Experience 181

Customer Experience Transportation Messaging Technical Review 181

Intercom, Inc.

APRIL 10, 2018

We’ve outlined our top tips: Add a friendly face to your brand. So to avoid any confusion, you should always upload a friendly photo to accompany the personal messages you send. Of course, it’s not always easy to remain personal and friendly while gathering the information you need. Provide quick help, and stay friendly.

Data Visualization 186

Data Visualization Customer Experience User Testing Messaging 186

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

Alchemer Mobile

AUGUST 6, 2020

Product managers are rapidly advancing their skills, and as a result, the industry as a whole has had to level-up to compete as the world’s biggest brands continue to adopt a mobile-first approach. In reality, our data shows that brands only hear from less than 1% of their customer base, which we call the “vocal minority.”. Google I/O.

Feedback Software 179

Feedback Software User Testing Data Visualization Product Management 179

Mind the Product

AUGUST 1, 2019

Of course, product teams need to develop and ship new features. Back to our messaging app example. In the enterprise, where my company operates, a technology brand that haphazardly rolls out new features needs to be mindful of the learning curve for end users. The Downside of Feature FOMO. Measure What Matters.

Reporting Tools 190

Reporting Tools Data Visualization Customer Experience Product Research 190

Alchemer Mobile

NOVEMBER 29, 2018

A positive outcome of identifying your fans is identifying the people who are most likely to say great things about you and who’ve already raised their hand and said, “We love this brand.”. This snapshot from Apptentive Insights shows feedback that helps brands drive their product roadmaps. Loyal customers are in a league of their own.

Feedback Software 173

Feedback Software User Testing Customer Feedback Reporting Tools 173

UX Planet

DECEMBER 6, 2024

Finally, personalization has reached a new level, with AI helping brands deliver more customized content and anticipate user needs in real time. Enhancing personalization Well, AI-powered tools are actively unlocking new levels of personalization in UX, helping brands connect more deeply with users. This brings us to the nextsection.

Feedback Software 88

Feedback Software Research Software Analytic Tools Data Visualization 88

Intercom, Inc.

JANUARY 3, 2020

Of course, there’s no one right way to design a chatbot. It feels clunky and unnatural because messengers are designed for quick, short messages sent back and forth. In other words, write your bot messages as if they’re texts to your boss. There’s a lot riding on what our bots say – and how they say it. But it can be risky.

Customer Experience 222

Customer Experience Messaging Naming Branding 222

Intercom, Inc.

FEBRUARY 6, 2019

Brand awareness. In this case, customer message campaigns, webinars and help content will be more effective. If you’re in a fast-growth product company, it’s likely that your R&D team is shipping regularly and, of course, you’ll want to let your customers know about all these great new features. Reducing churn.

Product launches 170

Product launches User Friction User Testing Customer Experience 170

UX Planet

FEBRUARY 6, 2025

The routine nature of digital banking, including boring interface design, complex language, confusing navigation, hidden fees and formal attitude, can feel tedious and uninspiring, further reducing the desire for meaningful interactions with financial brands. Wheres the brand identity?

Banking 76

Banking Data Visualization Customer Experience Feedback Software 76

Intercom, Inc.

FEBRUARY 17, 2022

In this episode, we sat down with Doug to chat about embracing the mojo and creating a brand strategy that connects with the audience and stands out from the crowd. Here are a few key takeaways: You can usually discover the brand’s voice by talking to the passionate, excited, hard-working employees in your company. Short on time?

Marketing 209

Marketing B2B Branding Data Visualization 209

Intercom, Inc.

MAY 16, 2018

In the new world of SaaS, marketing should be involved at every stage of the funnel, from the first point of contact (your website) to the decision to purchase (the page users enter their credit card information), as well as ongoing product education (docs, demos, messages and webinars). Now, of course there was a rationale to both arguments.

Product Marketing 223

Product Marketing Marketing Strategy Customer Experience 223

UX Planet

MARCH 3, 2025

Key Design Considerations: Clear Product Messaging: Users should immediately understand what the software does and how it benefitsthem. Key Design Considerations: Clear Value Proposition: A concise and compelling message communicates why a business standsout. Example Websites: Coursera Khan Academy 6.

Reporting Tools 57

Reporting Tools Magazine Software Review Customer Experience 57

Intercom, Inc.

AUGUST 25, 2020

Isolated iteration by either side can result in confused messaging and a product that doesn’t deliver on what the customer wants or expects. By ensuring the external messaging is in sync with the internal product planning your opportunity for success and customer satisfaction is greatly increased.

Marketing 238

Marketing Onboarding KPIs Feedback Software Reporting Tools 238