Respect the inbox: How to better your customer communications

Inside Intercom

We’ve written a lot about how to send the right message at the right time. 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., Message relevance.

Is In-App Messaging Unethical?

Gainsight

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.

Under Armour Offers Lessons on Leveraging In-App Messaging for Risk Management

Revulytics

Instead of simply notifying users by email, it pushed in-app messages about the breach and let users know the application had been compromised through the application itself. What’s more, its communication not only identified the problem, it presented users with actions to take.

When messaging becomes more than just chat: which apps should I use?

Inside Intercom

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.

6 Ways Your Business can Benefit from Negative Reviews

Apptentive

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.

Turn Your Digital Experiences into Customer Feedback Opportunities

Apptentive

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.

Customer retention: 5 best practices & 6 strategies for low churn

Inside Intercom

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.

A new dawn for the business messenger

Inside Intercom

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.

Announcing Custom Bots, the chatbots that drive business growth

Inside Intercom

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.

Get ready for The Next Chapter

Inside Intercom

Messaging has fundamentally changed how businesses and customers communicate. Seven years ago, we made a huge bet on what was then an unheard of thing: business messaging. We saw messaging competitors come and go. Inevitably, messaging must scale.

Are Product Leaders Listening to Customers?

280 Group

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.

The growth of video customer support and why your business needs it

Inside Intercom

The monotone “Please hold the line, your call is very important to us” message has now be replaced by real-time messaging. You can message companies on social media just like you’d message your friends. But fast, on-demand customer interactions can come at a cost.

What can Trader Joe’s Teach us About Customer-Centric Product Development?

Mind the Product

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.

Passing the GDPR test; or how we learned to stop worrying and love the EU

Inside Intercom

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.

The In-App Engagement Starter Kit

Gainsight

Helping customers is good. In this starter kit for product professionals, we’ll share our rules of engagement for in-app messages and how we create them. In-app engagements are customer outreaches that happen within a product. Customer Effort Score.

How To Elevate Your Online Customer Service With Screenshots And Annotations

Usersnap

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.

Mobile Customer Response Rates Grew by 20% Last Year: New Data from our 2018 Benchmark Report

Apptentive

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.

Customer feedback examples from 10 leading companies – Google, Facebook, Amazon…

Usersnap

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.

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How working as a Product Marketer can help you become a better Product Manager

BrainMates

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.

Customer Centric Culture: Purpose and Profitability?

Usersnap

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.”.

The Aha! Moment Guide in Product Onboarding

Userpilot

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!

4 Ways Product Teams Can Make Customers More Successful

Gainsight

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.

What we shipped: 2018 year in review

Inside Intercom

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.

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5 books every marketer should read in 2019

Inside Intercom

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.

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10 Effective Ways of Collecting Customer Feedback

Usersnap

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?

Establishing a market-led culture with a Product Management framework

BrainMates

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.

Defining customer support: why it’s key to your long-term success

Inside Intercom

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.

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Does live chat really work for marketing?

Inside Intercom

Your potential customers see dozens, sometimes hundreds, of marketing messages every day and everywhere: on social media, on their phones, on billboards as they drive down the street. Any marketing messages they see then are effectively out of context. Customer retention.

Crafting Stellar Product Process with John Cutler

The Product Coalition

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?

When the product is YOU

Under10 Playbook

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.

A Guide To Executive Sponsor Change

Gainsight

In the age of big data, machine learning, and business intelligence, we have a very determinist view of our customers. ” Or conversely, that if you can just get more and better data, you can “solve” your customers like you would solve a complicated algorithm.

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