Gainsight

MAY 29, 2025

Every year at Pulse , we recognize industry leaders who have made significant contributions to the fields of customer success (CS), customer education, product experience, community, and beyonddriving innovation and transforming the way businesses engage with their customers. The Architect Award Goes to Alkami!

Customer Communications

Product Talk

JANUARY 31, 2024

. – Tweet This For today’s Ask the Community, we asked members of the Continuous Discovery Habits community to share a story about where they went wrong when they first started their continuous discovery journey. Let’s dive in!

Product Research

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. All great Product Managers and all great Designers have strong Product Judgment.

Research Software

Userpilot

FEBRUARY 22, 2024

Customer communication skills are a cornerstone of any business. This guide will go over 10 best practices that will help you improve product engagement , nurture customer relationships, and increase retention rates! Personalize customer communications based on user expectations. Nurturing relationships.

Customer Communications

Userpilot

NOVEMBER 8, 2022

Customer engagement technology amplifies manual efforts and helps companies serve users faster. Your customers are already enjoying the benefits of tech-driven engagement from other brands and will naturally expect the same from you. Read on to learn more about using technology to drive customer engagement and retention.

Analytic Tools

Intercom, Inc.

JULY 27, 2022

The scale of enterprise businesses makes them inherently complex – they rely on a suite of tools tailored for specific workflows. At Intercom, one of the core beliefs guiding our product is that the old world of siloed companies and their siloed tools is breaking down. Kennen Warmack, VP Global Support and Education, Medallia.

Analytic Tools

Userpilot

DECEMBER 6, 2022

Can marketing resource management help streamline your product marketing processes and workflows? It is also one of the busiest, most complex departments, often handling many tools, managing multiple campaigns and events, and coordinating with internal and external stakeholders. What is marketing resource management (MRM)?

Analytic Tools

The Product Coalition

JUNE 26, 2023

Generative AI has the potential to create economic impact within sales, marketing, software engineering & IT, customer operations, and R&D functions across various verticals. If your AI journey has already been successful, then it’s time to harness the power of new tools for an even broader impact. Why Accelerate Now?

Generative AI

Userpilot

MAY 7, 2024

Frustrated trying to design interactive software walkthroughs that drive activation? TL;DR A software walkthrough is the process of guiding users through the main features and processes of a software product. Use walkthrough software to create flows that educate and encourage users to complete tasks.

Feedback Software

Intercom, Inc.

APRIL 29, 2020

I shared how we’re navigating these big changes, from the immediate impacts on customers, to the implications for our marketing and product plans, and, finally, to our customer communications strategy. In our case, creating value for our customers meant sharing best practices for managing their COVID-19 response.

Customer Experience

Intercom, Inc.

JULY 16, 2019

Almost every software company today has some kind of incident response process to help them navigate major service outages. We’re sharing it now in the hopes that it will help others adopt a better incident management process quickly and painlessly. This is usually managed by an experienced engineering leader.

Technical Review

Userpilot

OCTOBER 25, 2022

Looking for the best customer engagement tool for your SaaS company? There are plenty of solutions of customer engagement on review sites, but they don’t make the choice any easier. Instead, we decided to focus on customer engagement tools for in-app engagements in SaaS products. . Let’s dive in!

Analytic Tools

Intercom, Inc.

AUGUST 23, 2022

. “93% of customers are more likely to remain loyal to companies with excellent support” Your support experience is an opportunity to delight your customers – by better educating them and resolving their issues, you can improve the relationship they have with your brand.

Customer Experience

Userpilot

MAY 17, 2023

With the latest advances in AI technology and the widespread adoption of chatbots in the SaaS industry, conversational UX design has become a necessity to avoid low-effort conversational interfaces over customer satisfaction. The golden rule of conversational UX is to always keep the dialogue natural. What is conversational UX?

Analytic Tools

Intercom, Inc.

OCTOBER 5, 2018

One retention tactic that works particularly well is lifecycle messaging: contacting users with in-apps and emails they will get value out of, based on their actual experience of using, or in most cases not using, your software. In educational theory they’re referred to as “grazers”. Treat them differently. Be personal.

Customer Experience

The Product Coalition

SEPTEMBER 9, 2021

We were driven by the desire to create a solution that would help businesses address the budding demand for one increasingly popular communications channel: live, interactive video and audio streaming. and give individuals and sub-teams autonomy to build out the solution. We did this fully remote?—?in

Reporting Tools

Userpilot

NOVEMBER 3, 2022

There are two main types of knowledge bases: external (for customers) and internal (for employees). Knowledge management is the process of gathering, storing, and distributing information. A good knowledge management process is essential to succeeding with self-service support. Courses (mostly for complex tools).

Analytic Tools

Userpilot

AUGUST 6, 2024

There’s no product growth without customer engagement. No matter how intuitive and valuable your product is, customers always need a bit of a nudge to experience its benefits and start using it as a go-to solution to their problems. Customer engagement ideas: host webinars.

Feedback Software

Intercom, Inc.

MARCH 29, 2022

Over the course of the event, we explored our vision and beliefs for the future of customer engagement and communications, and heard from Intercom leaders like CEO Karen Peacock, Co-founder and Chief Strategy Officer Des Traynor, and Chief Product Officer Paul Adams, as well as some of our amazing customers. We’ll help.

Customer Communications

Userpilot

NOVEMBER 29, 2023

Advanced organizational skills, such as time management. The average salary for a retention specialist varies based on location, education (for example, whether the candidate has a Bachelor’s degree), company, and professional experience. A retention specialist needs to be proficient in an array of software across categories.

Data Visualization

Userpilot

AUGUST 27, 2024

Embarking on a career as a customer service representative involves a combination of education, skills development, and practical experience. This guide will provide you with a comprehensive overview of the path to becoming a successful customer service representative. Looking into tools for customer service representatives?

Data Visualization

Userpilot

SEPTEMBER 18, 2021

Aspiring product marketers – are you worried about nailing your product marketing manager job interview? Product marketing managers’ role is to communicate a product's value to the market, promote and sell the product to the target audience. What is the product marketing manager role? Natália Kimli?ková

Onboarding KPIs

Userpilot

JUNE 17, 2021

It’s wise to create different demo content for different customer segments, and to ensure that the content is as educational as possible. If you need a versatile tool that will cover most of your customer education bases, give Userpilot a try. For example: Made up project data for a project management tool.

Analytic Tools

Userpilot

JULY 31, 2023

How does it compare to other similar tools? TL;DR WalkMe is a digital adoption platform. It’s widely used to support digital transformation projects through super detailed user education programs and new employee onboarding. Userpilot is an alternative product adoption platform with better analytics and feedback features.

Data Visualization

Mind the Product

MAY 22, 2017

Is it the false sense of security that you’re setting yourself up to deliver a list of features based on untested assumptions and educated guesses? As product managers, we instinctively know that planning things out in advance is impossible, because our work depends on a constant stream of testing, data and feedback.

Roadmap

Gainsight

JANUARY 31, 2022

This situation is especially true when the company is in hyper-growth and introducing specialized customer success technology. For Gainsight, one of the best examples we have seen of a company successfully incorporating CS as an ethos and a technology in a time of hyper-growth is Totaljobs. The Role of Technology.

Analytic Tools

Userpilot

OCTOBER 25, 2022

Read on as we explore the various types of self-service portals and how to create them for your customers. A self-service portal is a platform that provides guides and resources to help users get their jobs done. These platforms are hosted on webpages or in-app and are commonly used for customer and employee education.

Data Visualization

Userpilot

APRIL 22, 2024

TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development. 17 customer success best practices you can apply in any SaaS include: Tailoring the onboarding experience using customer data to increase retention and success.

Analytic Tools

Intercom, Inc.

OCTOBER 13, 2022

We’ve heard you loud and clear – our customers’ feedback and partnership was our biggest driving force behind today’s product announcements. And if you ask us, the answer to these challenges is in-product communication. Intercom customers typically see a 31% increase in engagement after implementing in-product messages”.

Feedback Software

Userpilot

MARCH 1, 2022

Whether you’re working as part of a product team or part of a larger product organization, having the right set of tools can help you be truly efficient. Process first, tool later. If your process is broken, a tool won’t fix it. Understand and coordinate needs across teams before running towards a shiny new tool.

Analytic Tools

Userpilot

JUNE 24, 2021

If your SaaS company is starting to see some traction, you’ve probably considered working with an onboarding platform in order to reduce Time To Value (TTV) for your users. But the million-dollar question is: which onboarding platform should you choose? What is an onboarding platform? Onboarding platform example #1: Userpilot.

Analytic Tools

Userpilot

AUGUST 25, 2024

Embarking on a career as a product support specialist involves a combination of education, skills development, and practical experience. Product support specialists utilize various tools to enhance their efficiency. Looking into tools for product support specialists? Looking into tools for product support specialists?

Analytic Tools

Userpilot

FEBRUARY 26, 2023

As a result, you’ll see improved trial conversion rates, customer satisfaction, revenue per customer, and lower churn. Remember, every new user could be a future product champion : Digital customer engagement trends to stay on top of Every digital customer engagement platform, channel, and strategy is ever-evolving.

Feedback Software

Userpilot

AUGUST 19, 2024

Embarking on a career as a product assistant involves a combination of education, skills development, and practical experience. Product assistants utilize a variety of tools to streamline their work. Looking into tools for product assistants? Let’s dive in! Book a demo to see it in action!

Data Visualization

Userpilot

AUGUST 14, 2024

Value-Driven Features : Focuses on delivering features that provide clear, actionable solutions to users. In short, this product-led growth approach ensures that every design decision adds value and ease of use for customers. This involves developing your design in small, manageable increments. Groove’s NPS survey for feedback.

User Testing

Intercom, Inc.

FEBRUARY 22, 2022

Continuous risk management. Investing significantly in safeguarding our customers’ trust. The mission of the Intercom Information Security (InfoSec) team is to foster and safeguard customer trust – and we think a lot about how we preserve Intercom’s agility while also recognizing and mitigating the highest-rated security risks. .

Data Visualization

Revulytics

NOVEMBER 29, 2018

Given the pervasiveness of data breaches and hacks today, the way in which companies react to them actually presents an opportunity “to interact closely with customers,” according to an article in Forbes by the CMO of identity management software vendor Sailpoint. Leverage in-app messaging to protect users.

Analytic Tools