Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. 4 powerful proactive support messages to send. Partner cross-functionally for maximum impact.

Data Visualization 201

Data Visualization Onboarding KPIs User Friction Product Research 201

Intercom, Inc.

NOVEMBER 30, 2021

With a modern conversational support solution, you can combine proactive , self-serve , and human support capabilities, so your team can get ahead of known problems with targeted messages , automatically answer repetitive queries with bots , and quickly resolve complex issues with automation and a human touch. Proactive messaging.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

MARCH 10, 2022

This strategy empowers you to pre-emptively deliver targeted, personalized messages and support via messenger-based channels. Address things like “rage clicking” directly with real-time, outbound messages to your customers to help them preemptively resolve issues. But what’s the best way to stay ahead of these expectations?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Intercom, Inc.

MARCH 7, 2022

Updated outbound messaging CSV reports for streamlined messaging data. Our updated outbound messaging CSV reports make it easier for you to uncover valuable insights into how your messages are performing. Show CCDAs in bot messages. Previously the value would be “admin” for this case.

Data Visualization 104

Data Visualization Reporting Tools Customer Experience Onboarding KPIs 104

Intercom, Inc.

AUGUST 25, 2021

Now you can filter by custom date ranges, see the performance of all of your messages, and export your data using a new CVS export format. We’ve improved syncing between Salesforce and Intercom across people, company, and account data, ensuring both systems are up to date and unlocking more ways to use your Salesforce data inside Intercom.

Data Visualization 129

Data Visualization Reporting Tools Feedback Software Customer Experience 129

Intercom, Inc.

JUNE 13, 2022

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., are service marks of Bain & Company, Inc., Increase engagement with enriched mobile push messages. Teams can create contextual, personalized, and engaging push messages – without using any code!

Data Visualization 197

Data Visualization Product Research Reporting Tools Feedback Software 197

Alchemer Mobile

MAY 14, 2020

The report is meant to serve as a yardstick for companies seeking to understand how their customer feedback and engagement metrics stack up against the market. Average inbound and outbound message volume. because it helps people have a frame of reference to understand changes they’re seeing in their own metrics.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208

Intercom, Inc.

SEPTEMBER 8, 2021

Proactive support is enabling companies like Tanda, TrueCommerce, Spendesk, Living Spaces, and SMARTY to support their customers before they even need help”. The ability to offer proactive support hinges on sending the right message, at the right time, and in the right place. Powering support at scale. Stepping in at the right time.

Reporting Tools 237

Reporting Tools Inbound Data Visualization Customer Experience 237

Intercom, Inc.

JANUARY 17, 2023

Examples include: Offering defaults and templates when creating outbound messages . Choose from a range of templates, or create your own outbound message from scratch. Conversations can take many different forms, including live chats, in-app messages, and emails. Enabling different filters on reports (e.g.

Reporting Tools 118

Reporting Tools Feedback Software Data Visualization Outbound 118

Intercom, Inc.

NOVEMBER 30, 2022

Create a seamless, multichannel onboarding experience or use email alongside in-context messages to share announcements and drive action. Send one-to-one WhatsApp messages directly from the Inbox. Begin by sending a message template, as required by WhatsApp’s policy, then continue a one-to-one conversation for a more personal touch.

Customer Experience 104

Customer Experience User Testing Customer Feedback Data Visualization 104

Intercom, Inc.

JANUARY 28, 2020

This rapid shift to the world of online sales has created an engagement gap between sales reps and buyers for many companies, resulting in an estimated 60 percent of all contracts being lost to indecision or simply going unanswered. A centralized solution. For us, that solution is Intercom. Personalized support at every stage.

Customer Communications 138

Customer Communications Inbound Customer Experience Outbound 138

Userpilot

MAY 3, 2022

Enterprise SaaS marketing is the process of acquiring enterprise-level customers through various methods often centering around outbound marketing, account-based marketing (ABM), and paid advertising among other channels. When your marketing strategy focuses on outbound, it’s not so clear. What is enterprise SaaS marketing?

Enterprise 98

Enterprise Strategy Marketing Outbound 98

Intercom, Inc.

JUNE 21, 2018

Here are five quick takeaways: If you’re an early-stage company you don’t just need to build a sales team, you need to build an efficient sales team. That means your focus should be on building the right customer profile and developing precise messaging to reach them. How did they in touch with the company? Short on time?

Outbound 183

Outbound Technical Advisors Weak Development Team Product Research 183

Intercom, Inc.

OCTOBER 30, 2018

The most common way to think about leads is to put them in two buckets: inbound and outbound. And unlike your visible pipeline of inbound and outbound leads, your invisible leads can’t be called or emailed. For most companies, that’s the vast majority of their website visitors. Find and pick the right sales tool.

Research Software 146

Research Software Outbound Inbound Data Visualization 146

The Product Coalition

OCTOBER 6, 2023

Instead of a face-to-face conversation, we send chat messages or schedule a video call. Call Centers Inbound and outbound call centers are constantly interacting with consumers regarding calls for various services and campaigns. Software development companies develop apps that can detect tension, frustration, and fatigue.

Research Software 130

Research Software Reporting Tools Data Visualization Automotive 130

Userpilot

NOVEMBER 2, 2023

Most companies use all 3 strategies to some extent. Search Engine Optimization (SEO) allows companies to reach more users with their content. Paid advertising, like PPC or display ads, is another common marketing strategy used by SaaS companies. They allow companies to reach broad audiences and increase brand awareness.

Feedback Software 105

Feedback Software Analytic Tools Research Software User Testing 105

Intercom, Inc.

SEPTEMBER 21, 2022

. “These technologies may have helped businesses scale, but it sent relationships that customers had with businesses back to the dark ages” To deal with this scale, a new generation of technology companies emerged introducing ticketing systems and concepts like “do-not-reply” emails. But why is it particularly hard in support?

Research Software 118

Research Software User Testing Customer Experience Vision 118

Intercom, Inc.

AUGUST 16, 2022

Armed with contextual data, you can also create more personalized, and targeted customer experiences across the entire customer journey – from personalized proactive outbound messages to razor-accurate chatbot answers, and more. And if a company doesn’t adapt to what the new norms are, customers will explore competitors who do.

Data Visualization 118

Data Visualization User Friction Customer Experience Customer Communications 118

Intercom, Inc.

APRIL 24, 2018

Messaging uniquely allows people not sharing the same physical space to interact in very human ways. We’re building more apps, and we’re partnering with other companies you know and love to help them build apps. In some cases, they have even surpassed face to face interactions. Why did this happen? The App Store.

Customer Communications 223

Customer Communications Customer Experience Outbound Customer Feedback 223

Business of Software Conference

NOVEMBER 16, 2023

After all, the more humans you have working, the more expensive it is to run your company. Steli Efti , co-founder of Close , one of the most widely-used SaaS CRM tools on the market, shared his views on how software companies – even ones with particularly lean teams (Close.io Your customers expect these messages from you.

Research Software 52

Research Software Feedback Software User Testing Customer Experience 52

Intercom, Inc.

MAY 6, 2020

Easier to use outbound messaging. You can now get WhatsApp messages from your customers in Intercom and easily reply to them from the Inbox! Measure the impact of your Intercom messages, campaigns, and product tours on user behavior with Amplitude’s user segments and behavioral analytics. Updated Octopods app.

Data Visualization 129

Data Visualization Analytic Tools Customer Feedback Feedback Software 129

Userpilot

JULY 4, 2023

Read on to discover how to cross the chasm and scale your technology company. Build an MVP to let a small user base test out your product and provide feedback to perfect key features , messaging , and positioning. Getting the right positioning, messaging, key features, and pricing is vital before entering the mainstream market.

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 98

Intercom, Inc.

NOVEMBER 24, 2020

In today’s world, customer support no longer refers to transactional interactions a customer has with your company when they have a temporary issue or question. Occasionally, more complex queries will need to be investigated by multiple teams within the company, and a product fix may need to be tested and implemented.

Feedback Software 118

Feedback Software Customer Experience User Testing Technical Review 118

Folding Burritos

JANUARY 25, 2018

If we stop to think a little bit about our internal communication strategy we can be both more effective in getting the message through, and reduce the amount of time we spend on this (having specialized communication tools for PMs would help even further, but I’m working on that ). Think about it as either inbound or outbound comms.

Data Visualization 347

Data Visualization Product Research Feedback Software Reporting Tools 347

Intercom, Inc.

MARCH 28, 2022

When a prospect is intrigued by your outbound marketing and reaches out to your support team to ask a question, is that a marketing, sales, or support issue? But this is where many companies are struggling. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue?

Reporting Tools 228

Reporting Tools Data Visualization Customer Communications Research Software 228

Userpilot

JANUARY 22, 2024

Product-led companies tend to be low-touch while sales-led companies – are high-touch, at least in the beginning. As a result, it’s very difficult to scale and typically reserved only for customers with a high lifetime value or of strategic importance to the company, like big enterprises. Growth models.

Analytic Tools 103

Analytic Tools Feedback Software User Testing Customer Feedback 103

Usersnap

FEBRUARY 14, 2023

Here’s the rub; no two companies are the exact same, so you can’t copy and paste a GMT strategy into your business and expect the same results. By understanding your ideal customer profile (ICP), competitors, messaging, and more, your business will be prepared for whatever comes its way and set for success.

Research Software 52

Research Software Feedback Software User Testing Product launches 52

Userpilot

MARCH 23, 2023

Closed-loop analytics data help you align your platform’s messaging and marketing campaigns with the customers you reach out to or traffic that comes into your website. Every department in a SaaS company should be aligned with ongoing marketing campaigns and active sales funnels. Get your user persona free template.

Analytic Tools 98

Analytic Tools Data Visualization Customer Experience Reporting Tools 98

Intercom, Inc.

APRIL 3, 2018

For most sales teams, “personalizing” a cold email simply means referencing a person’s job title or company and sending them links to case studies or blog posts in the hope of generating a single click-through. I typically see near 100% open rates for these types of messages and an over 25% reply rate. From outbound to inbound.

Outbound 218

Outbound Inbound User Testing Research Software 218

Intercom, Inc.

DECEMBER 6, 2019

Not that long ago, the notion that you could send a message straight into the pockets of millions of people, capturing their attention at the touch of a button, would have sounded like the stuff of a marketer’s dreams – but that’s exactly what push notifications offer. Types of messages that provide value. Behavior-based messages.

User Testing 138

User Testing Marketing Customer Experience Data Visualization 138

Intercom, Inc.

OCTOBER 13, 2022

And finally, a new tooltips feature – our first ever customer-initiated message type. When we talk to you, our customers, we hear you talk about the same challenges across B2B and B2C companies and industries. Intercom customers typically see a 31% increase in engagement after implementing in-product messages”.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Intercom, Inc.

APRIL 7, 2021

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. 85% of customer service teams now offer proactive help, in the form of things like in-app onboarding , outbound messaging , or notifications.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

Userpilot

SEPTEMBER 7, 2023

To illustrate, imagine a company identifies a need to improve its customer support process. The above is just an example, but different shades of it happen in B2B companies all the time. Map your sales process touchpoints The touchpoints here will differ depending on whether you’re a sales-led or product-led company.

Analytic Tools 105

Analytic Tools Feedback Software Research Software User Testing 105

Intercom, Inc.

JULY 31, 2018

Since that announcement, almost 1,000 companies have signed up for the beta and are actively planning and building apps, with dozens already launched on the Intercom App Store. For example, Coda’s newly launched app allows you to proactively solicit feedback and customer feature requests seamlessly right from the Messenger.

Feedback Software 106

Feedback Software User Testing Customer Feedback Data Visualization 106

Userpilot

OCTOBER 8, 2021

If you want to take your SaaS company's MRR to the next level , it might be time for you to investigate the subject of product growth platforms. In the past, any rapid growth that occurred in software companies was largely sales-based or marketing-based. Why do SaaS companies need software to help with product-led growth?

Analytic Tools 98

Analytic Tools Research Software Data Visualization Product Research 98

Intercom, Inc.

NOVEMBER 7, 2019

Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients. Nico joined me on Inside Intercom this week, where we discussed everything from the three stages of company growth to how growing companies can address new markets.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

UX Studio: Product Management

JULY 29, 2021

Of course, the amount of choices you have depends on the boundaries of your imagination, but let’s break them down into three big categories: working for a big company, working for a startup, and going freelance. Working for a big company. This means that you will carry all the weight of advocating for research on your shoulders.

Research Software 110

Research Software User Testing Product Research UX 110