Intercom, Inc.

JUNE 23, 2020

Customer support is undergoing massive, irreversible change. Once every decade or two, developments in technology trigger monumental changes in an industry. Changes in society and business, driven by the internet, are having this impact on customer support right now. There are massive risks for those who don’t follow.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Indicative

JANUARY 13, 2021

The Customer Data Platform market is no exception. According to the CDP Institute, the industry is rapidly approaching $1 billion. That growth represents thousands of companies making investments in customer data and all the opportunities it can open, all the decisions it can drive, and more. Implementing a CDP platform.

Analytic Tools 80

Analytic Tools Research Software Customer Communications Data Visualization 80

The Product Coalition

JUNE 26, 2023

According to a study by McKinsey, the application of generative AI use cases across various industries could generate an astounding $2.6 Generative AI has the potential to create economic impact within sales, marketing, software engineering & IT, customer operations, and R&D functions across various verticals.

Generative AI 109

Generative AI Customer Communications Technical Review Reporting Tools 109

Alchemer Mobile

APRIL 9, 2020

So, what can these brands do to capture, analyze, and act on these changing customer behaviors? One of the most critical pieces to this puzzle is first understanding how your app compares to others in this industry and then tracking the changes you’re seeing against these benchmarks. Above all, benchmarks can help you understand why.

Research Software 246

Research Software Feedback Software Data Visualization User Testing 246

Product Talk

JANUARY 31, 2024

Leann’s Story: Communicating the Results of Discovery Is Just as Important as the Discovery Itself Meet Leann Schneider, Product Manager at Plum.io. We started continuous discovery in two areas—doing more interviews with our users and focusing on opportunities instead of solutions.

Product Research 221

Product Research Reporting Tools Feedback Software Customer Communications 221

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. At Intercom, we have taken advantage of these technologies relatively early. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. We can’t just build for the good path.

Artificial Inteligence 281

Artificial Inteligence Customer Communications Research Software Feedback Software 281

Intercom, Inc.

JUNE 1, 2021

In a commissioned study by Forrester Consulting on behalf of Intercom undertaken in April 2021, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , we learned that only 37% of support leaders and decision-makers are satisfied with their organization’s current digital channels and solutions.

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Indicative

JANUARY 13, 2021

The Customer Data Platform market is no exception. According to the CDP Institute, the industry is rapidly approaching $1 billion. That growth represents thousands of companies making investments in customer data and all the opportunities it can open, all the decisions it can drive, and more. Implementing a CDP platform.

Analytic Tools 52

Analytic Tools Research Software Customer Communications Data Visualization 52

The Product Coalition

JUNE 21, 2021

Chats can help people in different ways; from clarifying basic queries or customer support to converting inquiries to business. Why do Businesses need Real-Time communication? With the influence of mobile phones and modern technology, messaging or texting has become the most convenient form of communication.

Analytic Tools 145

Analytic Tools Reporting Tools Customer Communications Data Visualization 145

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? Understanding the Customer Success Software Market.

Analytic Tools 60

Analytic Tools Research Software Feedback Software Customer Communications 60

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 80

Analytic Tools Customer Communications UX Customer Experience 80

Intercom, Inc.

AUGUST 4, 2020

Dan has a tremendous track record of growing robust mid-market and enterprise technology businesses like Sitecore and Rocket Fuel (now part of Amazon’s Sizmek ). As Sitecore’s CFO, he played a critical role in its transformation from a perpetual license business to a subscription-based cloud software business.

Customer Communications 132

Customer Communications Finance Customer Experience Leadership 132

Gainsight

JULY 21, 2022

Ensures sensitive data (especially customer data) is protected. As the customer success industry and individual CS organizations continue to evolve, so has the need for data democratization within the CS team and cross-functionally. Your customer data is growing—and it’s better than ever. Why data democratization?

Data Visualization 59

Data Visualization Reporting Tools Analytic Tools Customer Communications 59

Intercom, Inc.

NOVEMBER 23, 2021

. “We’re serving as the crucial communication layer, allowing businesses to develop and maintain fruitful relationships with their customers” Intercom is right at the heart of a transformation where all businesses are effectively becoming internet businesses, no matter their industry or field.

Customer Communications 118

Customer Communications Customer Experience Leadership Positioning 118

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.

Feedback Software 118

Feedback Software Customer Communications Reporting Tools Events 118

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. For example, at Intercom we build customer communication software.

Research Software 291

Research Software Weak Development Team Reporting Tools Customer Communications 291

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. So, there have been a lot of technological revolutions.

Artificial Inteligence 249

Artificial Inteligence Research Software Analytic Tools Feedback Software 249

Intercom, Inc.

APRIL 13, 2022

We surveyed almost 300 support leaders across a range of industries including software, finance, retail, and education to discover the key trends emerging in the customer support space. The data is revealing: businesses are investing more in measuring the impact of their customer service. Learn, optimize, iterate.

Data Visualization 118

Data Visualization Reporting Tools Customer Communications Customer Experience 118

Intercom, Inc.

AUGUST 13, 2020

The rise of review sites, messaging apps, and online forums has flipped the relationship between brands and their customers on its head. Where once brands could control what was said of them, today’s customers are well-placed to talk back and to one another – on any platform.

Branding 209

Branding Customer Communications User Testing Data Visualization 209

Intercom, Inc.

JUNE 7, 2022

Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack. Route conversations to the right people based on customized criteria that works for your team (for example, industry, region, or company size).

Inbound 245

Inbound Customer Communications Research Software Data Visualization 245

Intercom, Inc.

MAY 18, 2022

They just might need to invest more fully in tools that help them gain actionable data from consumers who opt in to share this information. Unified customer communications platforms, such as Intercom, are key for creating these meaningful engagements for all teams across sales, marketing and support.

Data Visualization 217

Data Visualization Analytic Tools Feedback Software User Testing 217

Mironov Consulting

DECEMBER 17, 2023

Regardless of whether a big customer pays us for a one-off enhancement or we give it to them for free , our responsibility is clear: this bit of code needs to work as promised, and continue working as promised, for as long as that customer has it in production.  Won’t It Just Keep Working?

Customer Communications 117

Customer Communications Reporting Tools Artificial Inteligence User Testing 117

Intercom, Inc.

OCTOBER 13, 2022

Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. First, a completely redesigned Messenger inspired and guided by our customer’s feedback, unlike anything our industry has seen before. The last year hasn’t been easy.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Userpilot

APRIL 22, 2024

Triggering exit surveys to understand reasons behind churn and improve customer experience. Key metrics to measure the impact of your customer success strategy include LTV, CSAT, NPS , churn rate, and retention rate. The best customer success tools include Userpilot, ChurnZero, and Gainsight. Book a demo to give it a try.

Analytic Tools 70

Analytic Tools Feedback Software Research Software Customer Experience 70

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 95

Analytic Tools Feedback Software Customer Communications Technical Review 95

Gainsight

NOVEMBER 15, 2023

. … we love our colleagues, but they don’t always get what we do in Customer Success (CS),” says Mehta. In fact, Customer Success is undergoing an evolution. As we move into the second decade of our industry, we’re creating Customer Success 2.0. While that is important, CS is much more than that. And be vulnerable.”

Analytic Tools 52

Analytic Tools Customer Communications Customer Experience Data Visualization 52

Userpilot

AUGUST 30, 2023

Especially today, as most users will actively seek out self-service content before reaching out for help, not having in-app support available will generate friction and thus represent a huge disadvantage (especially in the SaaS industry). Let’s go over what you can do today to automate customer service processes.

Customer Experience 81

Customer Experience Feedback Software User Testing Analytic Tools 81

Intercom, Inc.

DECEMBER 14, 2022

2022 has been a year for the books, with major changes and uncertainty across every industry. . Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year.

Data Visualization 104

Data Visualization Feedback Software User Testing Customer Communications 104

Intercom, Inc.

JANUARY 11, 2022

dramatic one-way acceleration in the transition to a primarily online business environment, and that shift is transforming how businesses engage with prospects and customers. Making the most of this opportunity requires the tools of tomorrow. What to expect . Bonus: it’s completely free! Why attend “New at Intercom”?

Events 209

Events Customer Communications Customer Feedback Product launches 209

Intercom, Inc.

OCTOBER 25, 2021

This year’s event will be especially significant, as thousands of people from across the industry gather in person after so long in remote-working isolation. The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer support product.

Customer Communications 198

Customer Communications Startups Events Customer Experience 198

Userpilot

JULY 31, 2023

How does it compare to other similar tools? TL;DR WalkMe is a digital adoption platform. Userpilot is an alternative product adoption platform with better analytics and feedback features. If you want to see how Userpilot can support your product onboarding and in-app communication, book the demo! How much does it cost?

Data Visualization 81

Data Visualization Embedded Analytics Analytic Tools Feedback Software 81

Gainsight

MAY 18, 2023

Every year at Pulse , we recognize industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. Alteryx provides the leading analytics automation platform. We can’t wait to see what you do next.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Customer Communications 52

Intercom, Inc.

NOVEMBER 12, 2018

Customer support is the range of services you offer to help your customers get the most out of your product and to ensure any problems they have with your product get resolved. Thinking of your customers as numbers rather than people hinders the sort of empathy that is key to successful customer support.

Feedback Software 245

Feedback Software User Testing Customer Communications Customer Experience 245

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. from healthcare to financial services, to every industry in between. We did this fully remote?—?in Be clear, but don’t be rigid.

Reporting Tools 104

Reporting Tools Feedback Software Customer Communications Customer Experience 104

Userpilot

NOVEMBER 2, 2022

Today’s SaaS market is highly competitive, and in this industry with a lot of similar products and prices, superior customer service makes all the difference. There is much work to be done, from recruiting and training support agents, to purchasing expensive tools and working shifts. How is AI changing customer service?

Artificial Inteligence 90

Artificial Inteligence Data Visualization Reporting Tools Customer Experience 90

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 80

Data Visualization Analytic Tools Customer Communications Customer Experience 80

Gainsight

JULY 27, 2022

If you’re used to having human beings cover every customer, the idea of surrendering that responsibility to technology can create anxiety—for both you and clients. It’s important to be clear and intentional about which activities are best performed by humans versus digital tools—and how this should be applied across segments.

Customer Communications 59

Customer Communications Customer Experience Technical Review Data Visualization 59