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 84

Customer Communications Government Webinar Messaging 84

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.

Branding 81

Branding Roadmap Customer Communications Download 81

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 68

Branding Advertising Marketing Customer Communications 68

280 Group

JANUARY 15, 2019

As a product leader, your goal is to constantly provide a better product to deepen engagement, grow your revenue, and delight your customers. In order to do so, you need to listen—we mean really listen—to customer feedback. Make it Easy for Customers to Talk to You.

Branding 241

Branding Roadmap Messaging Enterprise 241

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

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 71

Messaging Education Strategy Presentation 71

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.

Presentation 92

Presentation Customer Communications Product Management Product Manager 92

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.

Events 62

Events Customer Communications Roadmap Article 62

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 128

Development Messaging Strategy Information 128

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 77

Messaging Document Branding Customer Communications 77

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

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

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

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 84

Messaging Positioning Demo Article 84

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 73

Demo Webinar Books Messaging 73

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 62

Books Marketing Advertising Branding 62

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 97

Testing Messaging Engineering Customer Communications 97

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

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 80

Strategy Webinar Education Demo 80

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 173

Roadmap Vision Testing Education 173

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 Article Blog 78

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 76

Webinar Books Messaging Branding 76

The Product Coalition

AUGUST 8, 2017

Because quite simply, your next hire could very well be someone who will own how your product is presented to your customer. Vastly differing feedback across customers is another. manage customer communication?—?and

Enterprise 78

Enterprise Startups Technology UX 78

The Product Coalition

OCTOBER 16, 2018

John and I talk trust, process, and customer communication ahead of his talk at this year’s Split Decisions conference John Cutler is a Product Evangelist at Amplitude. For customers that overly index on features, how can you pivot a customer back towards outcomes?

Roadmap 78

Roadmap UX Consulting Messaging 78

Inside Intercom

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers.

Engineering 91

Engineering Technology Document Strategy 91

Under10 Playbook

NOVEMBER 2, 2016

You don’t want to look for just any job; you want to find a gig with a company where you can feel passionate about the product, your colleagues, and your customers. You want to find a target market of employers (customers) that have a problem that you can solve.

Education 130

Education Positioning Document Differentiation 130