Inside Intercom

APRIL 4, 2018

And while timing is important, how many messages you send also plays a role in your customers’ experience. If your customers feel they’re receiving too many messages, it’s not just about message volume. First, it’s important to note there’s a big difference between actual communication volume and perceived communication volume (i.e., the number of messages a customer feels they’re receiving). There’s no silver bullet for customer communication.

Customer Communications 85

Customer Communications Government Webinar Messaging 85

Apptentive

JUNE 20, 2019

Even big brands have had their fair share of angry outpour from disgruntled customers and survived. While larger companies’ reputations can sustain a few blows without actually collapsing, small businesses can’t rely on the benefit of the doubt to amortize customers’ wrath as effectively.

Automotive 90

Automotive Customer Communications Education Travel 90

Apptentive

SEPTEMBER 27, 2018

Customers have endless options when it comes to choosing new brands and services, which means their expectations are high. Immediacy, personalization, responsiveness, and product quality are a handful of the primary reasons customers will choose to be loyal to one brand over another.

Customer Communications 85

Customer Communications Branding Roadmap Download 85

Apptentive

NOVEMBER 8, 2018

Consumers realize they are not beholden to brands as options arise across the ever-expanding market of goods and services, and brands have begun listening to customers to help drive their product roadmaps, and ultimately, to drive success through loyalty.

Branding 72

Branding Advertising Customer Communications Marketing 72

Product Innovation Educators

OCTOBER 28, 2019

Understand motivation, customize communication, and build trust to be an effective product manager. You really need to understand each person you’re working with in the same way you understand your customer. [9:50]

Customer Communications 68

Customer Communications Leadership Article Vision 68

Gainsight

JUNE 4, 2019

You can talk to your users in-product without sacrificing the customer experience. Customers have more options, therefore more power. In-app communications are part of the next wave of adoption-driving strategies and I’m here to assure you that they are not as scary as they sound.

Messaging 70

Messaging Customer Communications Framework Technology 70

Proficientz – Product Management University

MARCH 7, 2017

The number one reason customers don’t take advantage of new features is because they’re not explained in a manner that’s relevant to how people do their job. Most new features are communicated as follows: Here is a great new feature. Our goal with this feature set is to make your job easier and give your customers more reasons to stay loyal. Just repurpose the user scenarios into the appropriate customer communications, marketing and sales dialogues and your work is done.

B2B 100

B2B Naming Customer Communications Information 100

Mind the Product

OCTOBER 9, 2018

Reduce Future Frustrations with Custom Communication. To do this effectively, product managers have to customize their communication to each individuals’ needs. With custom communication, Sean’s frustrations are avoided because he knows you are positioning him as a candidate for promotion. By doing this, the product manager can memorably communicate a clear and focused mission. Today, attention is our new currency.

Product Management 102

Product Management Product Manager Presentation Customer Communications 102

Mind the Product

DECEMBER 12, 2019

You make the product, let the customer implement–they know their business best.”. “Be Sorry, but even if the product is perfect, there are still distracted, overworked customers who aren’t paying attention during the purchase cycle.

Management 142

Management Management B2B Customer Communications 142

Inside Intercom

SEPTEMBER 24, 2018

Messaging has fundamentally changed how businesses and customers communicate. We watched with pride as messaging became the de facto way for businesses to talk and build better relationships with their customers.

Messaging 62

Messaging Vision Customer Communications Technology 62

Product Innovation Educators

MAY 4, 2018

If you are looking for team collaboration, customer communication, roadmapping, or other tools product managers use, this is the list for you. New Podcast Episode for Product Managers & Innovators: Voice of the Customer tools product managers use – with Colleen Knuff.

Customer Communications 62

Customer Communications Events Roadmap Presentation 62

Usersnap

AUGUST 31, 2019

We’re glad to see more and more big companies putting customer feedback at high priority, so today we want to share the top 10 customer feedback examples with you to help you get started in your own feedback process. What to take note on these customer feedback examples.

Demo 60

Demo Branding Customer Communications Reference 60

Usersnap

JUNE 17, 2019

72% of customers blame poor customer service as the reason for having to explain their issue multiple times. But, as a customer service agent or the feedback receiver, you know customers are sometimes just as guilty. Top 4 Struggles for Customer Service Teams.

Messaging 83

Messaging Download Engineering Branding 83

Apptentive

FEBRUARY 21, 2019

Customer centricity and customer experience management are the hot topics of this year’s business conversations. As such, it’s not enough for companies to send communication into a vacuum. 20% more customer feedback and a 91% response rate.

Webinar 86

Webinar Branding Strategy Messaging 86

Mind the Product

NOVEMBER 29, 2018

Know Your Customers’ Problems. It’s product development like that – that seeks out innovative solutions rooted in intimate knowledge of customer’s problems – that has earned Trader Joe’s the reputation as one of the most customer-centric organizations on the planet.

Development 154

Development Messaging Strategy Information 154

Revulytics

NOVEMBER 29, 2018

What’s more, its communication not only identified the problem, it presented users with actions to take. Innovative companies like Under Armour recognize this, and are using customer communication channels like in-app messaging for risk management purposes.

Messaging 72

Messaging Education Strategy Presentation 72

Usersnap

NOVEMBER 15, 2019

In a nutshell being customer centric means: putting your customers first. It is placing customers at the core of your business and then building everything around it. client -centric companies are 60% more profitable compared to companies not focused on the customers.”.

Differentiation 54

Differentiation Customer Communications Education Testing 54

BrainMates

FEBRUARY 26, 2019

We are better at prioritisation, stakeholder management, effective communication, develop a taste for design, and build a more in-depth understanding about studying buyer personas. Both have to build the customer’s view of the world. User manuals and customer communications are crucial.

Product Marketing 75

Product Marketing Marketing Branding Differentiation 75

The Product Coalition

NOVEMBER 4, 2019

Dashly Crisp Gist Drift Zendesk There are thousands of platforms that you can choose from to communicate with and engage your customers. We’ve compiled a list of our favorite customer communication platforms that are either fully or partially free.

Customer Communications 78

Customer Communications Enterprise Marketing Naming 78

Under10 Playbook

APRIL 12, 2017

” You can and should improve customer communication at every step of the buyer’s journey. “Consider this: most high school sports teams spend more time and money on win/loss analysis than most companies.” ” — Steve Johnson, Turn Ideas Into Products.

Finance 141

Finance Leadership Naming Customer Communications 141

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Re-thinking Customer Success.

Finance 69

Finance Reference Download Marketing 69

Userpilot

JULY 25, 2019

moment, then you could well end up with customers for life. “Once we’d build and launched Hyperise, we wanted to our new trial customers to experience the same aha! Dogfooding our own product in our onboarding allows our customers to achieve their own aha!

Messaging 109

Messaging Demo Differentiation UX 109

Inside Intercom

APRIL 24, 2018

Today is a big day for our customers. With over 500 million conversations every month, we’ve long known that our Messenger provides a personal, mutually beneficial experience for both our customers and their customers. Most internet businesses want a personal way to communicate with customers; they just need the right tools to do it at scale. Why messengers are the future of business to customer communication.

Outbound 87

Outbound Messaging Customer Communications Books 87

UX Studio

JUNE 20, 2019

Graphic design skills come from creativity, aesthetic knowledge, drawing, a bit of presentation skills and client communication and no more. You have to manage your time, find new customers, communicate with clients and of course create exceptional design work. Communication.

Magazine 79

Magazine Banking Presentation Advertising 79

Inside Intercom

NOVEMBER 20, 2018

Convenience, accessibility and speed are now the major factors dictating how businesses interact with customers and build those relationships. But fast, on-demand customer interactions can come at a cost. Addressing your customers with “Dear Sir/Madam” messages won’t cut it.

Messaging 80

Messaging Document Branding Customer Communications 80

Gainsight

APRIL 17, 2019

Helping customers is good. In-app engagements are customer outreaches that happen within a product. We use Gainsight PX to drive in-app engagements inside our customer success platform. We think that every in-app communication must have a purpose. Customer Effort Score.

Webinar 83

Webinar Messaging Framework Education 83

Inside Intercom

MAY 8, 2018

It means messengers are no longer just for customer facing teams. With apps on the home screen, we can use messengers to drive conversion rates throughout the customer journey, like targeting certain prospects on the website or nurturing customers within our app.

Messaging 88

Messaging Positioning Demo Article 88

Mind the Product

MAY 22, 2017

They want you to know exactly what to take to market, they want customers to know exactly what they’re getting and they don’t want any surprises along the way. Imagine having to build out phase 2 of something your customers rejected last month.

Roadmap 190

Roadmap Vision Testing Education 190

Inside Intercom

JUNE 1, 2018

The ability to stress Intercom to the point of breaking, without customer impact, is the ideal. Our customers were also sending these emails to their end users, using Intercom. We knew this was a bad customer experience. Both matter significantly to our customers and to us.

Testing 102

Testing Messaging Engineering Customer Communications 102

BrainMates

MAY 28, 2019

Understanding that product management is not a one person job, SnapComms CEO Chris Leonard and 11 employees, who hailed from customer service, engineering, marketing and sales, attended the Brainmates’ Essentials of Product Management course to start the company product management journey together.

Framework 79

Framework Marketing Product Management Product Manager 79

Inside Intercom

JULY 16, 2019

As our business has grown , so too has the potential customer impact of any incident. These are situations where there is no clear fix to the problem, the duration of the problem is prolonged, or the customer impact is grave.

Document 109

Document Engineering Events Leadership 109

Gainsight

FEBRUARY 12, 2019

We all know how it works…a fledgling SaaS company releases a minimally viable product and starts bringing on customers. Early customers help shape the direction of the product and before you know it, a Customer Success team is created.

Webinar 56

Webinar Messaging Demo Naming 56

Craft.io

OCTOBER 1, 2017

In the meantime, it’s best to treat your customer support machine like you would the rest of your product – agile, flexibly growing, and closely attentive to user needs. Chatbots – this year, chatbots became the “it girl” of customer engagement.

Agile 81

Agile Education Document Startups 81

Usersnap

MARCH 6, 2019

Customer feedback is important. But customers have short attention spans. So, how do you overcome this hurdle and get this extremely valuable customer feedback? There are many options for you to choose in collecting customer feedback. Why is customer feedback valuable?

Definition 66

Definition Messaging Demo Advertising 66

Inside Intercom

JANUARY 14, 2019

At its heart, How Brands Grow argues that customers are hyper-rational, unsentimental and willing to forget your product at a moment’s notice. The Intercom marketing team is made up of a diverse group of individuals with distinct backgrounds and perspectives that inform our work.

Books 82

Books Marketing Advertising Branding 82

Inside Intercom

JANUARY 2, 2019

Bots had failed to deliver good customer experiences, were painful to setup, and hadn’t been able to truly drive real results across an entire customer journey. In doing so, they have been able to unlock new efficiencies for their teams and their customers.

Demo 77

Demo Webinar Books Messaging 77

The Product Coalition

MARCH 24, 2018

This is essential, because you need to know how you’ll communicate with your potential customers and how your marketing and content strategy will look like. But they are all potential customers and you need a strategy of how you’ll get in touch with them. ??

Education 78

Education Engineering Blog Article 78

Inside Intercom

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Why customer retention is important.

Strategy 87

Strategy Webinar Messaging Education 87

Inside Intercom

NOVEMBER 12, 2018

Intercom’s mission is to make internet business personal – in an era of online interactions between businesses and customers, that sense of personal connection can be hard to forge and easily lost. As a result, customer support has undergone some dramatic changes in recent years.

B2B 83

B2B Enterprise Document Messaging 83

Inside Intercom

AUGUST 8, 2018

Today we are launching a brand new product called Custom Bots , which allows you to create completely customizable chatbots on your website in minutes. Because Custom Bots is fully customizable for your business, there are so many powerful use cases.

Webinar 79

Webinar Books Messaging Branding 79