eG Innovations

JUNE 6, 2025

Monitoring the performance of your containerized applications and services can be time-consuming. These metrics can either be default (provided by AWS) or custom metrics that you define as a user. Network Traffic: Monitors inbound and outbound data to assess network performance. What are AWS ECS Metrics?

Data Visualization

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Some of our own customers are experiencing up to 10 times the number of new chat conversations. Inbound volume is spiking for half of support teams.

Customer Experience

Intercom, Inc.

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Nowhere is this radical change to the customer experience as apparent as in the new wave of chatbots.

Customer Experience

Product Talk

OCTOBER 2, 2024

It sounds simple, but that doesn’t mean it’s easy. – Tweet This While many product teams want to talk to customers every week, they struggle to make this a reality. You’ll hear how Orbital addresses many of their needs and helps the HiveMQ team generate a steady stream of customers to speak with every week.

Feedback Software

Intercom, Inc.

APRIL 29, 2020

As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. At SaaStr Summit , I spoke about how businesses can adapt during these uncertain times by focusing on customer impact. Embracing a philosophy of change.

Customer Experience

Intercom, Inc.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. Customer support is undergoing massive, irreversible change. The Conversational Support Funnel.

Customer Communications

Intercom, Inc.

DECEMBER 2, 2019

For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? Benefits of multilingual customer support. SaaS customers are more loyal to products that provide native language support.

Customer Experience

Intercom, Inc.

JUNE 22, 2022

Today we’re delighted to announce new next-generation bot capabilities that will boost the power of your bots so that your customers get the help they need, faster. Bots are transforming the way businesses support their customers. How do they improve the support experience? How do they improve the support experience?

Customer Experience

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. These bots help businesses deliver both radical efficiencies and better, faster support experiences.

Artificial Inteligence

Intercom, Inc.

JUNE 27, 2020

For Pride week, our LGBTI+ teammates have been sharing their lived experiences, including their coming out stories, how they’ve stayed engaged with their communities in light of COVID-19, and what ways they feel allies can best support LGBTI+ people. Ciara Guinan : Customer Support Specialist, Dublin.

Customer Experience

Intercom, Inc.

JULY 6, 2021

These days, customers expect instant access to support, especially for products that are critical to their business operations. But how do you live up to these expectations if your customers are on one side of the globe? We share their advice for other leaders looking to expand their customer care to more languages and timezones.

Customer Experience

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. Long wait times and slow responses are no longer accepted as being good enough.

Reporting Tools

Intercom, Inc.

APRIL 5, 2022

When it comes to customer support, there’s no substitute for the personal approach. That’s why we’re excited to introduce Intercom Switch: the easiest way to move inbound call volume to messaging. We work to ensure customers get the answers they need quickly, and your support team saves time. 6 reasons to Switch.

Inbound

Intercom, Inc.

JULY 28, 2020

No one ever starts a business intending to provide a poor customer experience. Either stay personal with customers or get efficient. Staying personal meant offering expensive services that aren’t scalable like 1:1 phone calls or 24/7 real-time chat. Customers now expect both. It’s a must have, a matter of survival.

Research Software

Intercom, Inc.

MAY 15, 2019

Now, you might not think much about that particular restaurant practice – after all, it’s just a simple customer follow-up question shortly after your food has arrived. However, there are a few lessons in this simple example of customer service that are valuable for anyone who works in customer support.

Customer Experience

Intercom, Inc.

AUGUST 18, 2020

In the face of the massive change the support landscape is currently experiencing, the one constant is that many companies are receiving rising numbers of inbound customer requests. Combine behind-the-scenes power with a personal support experience. Clearer expectations on reply times and your team’s availability.

Article

Intercom, Inc.

JULY 28, 2021

Technology plays a critical role in providing customer support at scale. With the right automation underpinning your tech stack, your support team can be empowered to strike the right balance between personalized support and efficiency – something that’s no longer a “nice-to-have” when customer expectations are at an all-time high.

Reporting Tools

Intercom, Inc.

SEPTEMBER 29, 2021

It’s more evident than ever that the key to strong, scalable customer support that both delights your customers and moves the needle for your business boils down to one thing: creating a support experience that strikes the right balance between being personal and efficient. Identifying opportunities for growth.

Feedback Software

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. For many years, B2B companies have executed their inbound sales funnel in a traditional manner that looked a little something like this: Visitor prospects.

Inbound

Alchemer Mobile

MAY 14, 2020

So, what can these brands do to capture, analyze, and act on these changing customer behaviors? We’re thankful that our annual Mobile App Engagement Report was published right around the time that everything started to really shift in the U.S. Customer sentiment distribution. Mobile app customer retention data.

Research Software

Intercom, Inc.

JANUARY 5, 2023

Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it.

Customer Experience

The Product Coalition

MARCH 3, 2023

Time to prioritize the whole Customer Journey (CJ). Products that delight customers and fuel growth loops are essential. But with the rise of digital channels, customers interact with businesses in multiple ways that drive the overall experience. It’s about Customer-Led Growth.

Customer Experience

The Product Coalition

MAY 23, 2022

A metaverse is a 3D virtual universe enhancing the digital mode of social interaction by incorporating Virtual Reality (VR), Augmented Reality (AR), Mixed Reality (MR), Internet of Things (IoT), gaming, blockchain as well as the principles of social media and commerce to provide engaging user experiences.

Customer Experience

Intercom, Inc.

MAY 6, 2019

All products share a universal problem, no matter how long they’ve been around or how well they are built – the problem of customer inertia. The sad truth is your potential customers are probably more comfortable staying where they are rather than taking a chance on something new. What is product adoption? Increase the push-away.

Customer Experience

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward.

Reporting Tools

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Strategy first, technology second.

Technical Review

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. Increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere.

Customer Experience

Product Talk

MAY 15, 2024

It’s no longer about making decisions purely based on your intuitions or stakeholder requests, but finding ways to integrate touch points with customers into your work every week—if not every day. In each instance, Ellen found a solution that didn’t require too much time or technical know-how to set up. You can submit yours here.

Product Research

Alchemer Mobile

JUNE 30, 2020

The first step to optimizing your lifestyle app for customer engagement is by understanding benchmarks. And that’s where our 2020 Mobile App Customer Engagement Benchmark Report comes in! Customer sentiment distribution. Mobile app customer retention data. Average inbound and outbound message volume.

Feedback Software

Intercom, Inc.

APRIL 3, 2018

We knew from our own research that leads are 82% more likely to convert to customers if they’ve chatted with you first. As an outbound SDR, this approach has drastically reduced the amount of time it takes me to schedule demos, and also creates meaningful, personal engagement at scale. From outbound to inbound.

Outbound

Intercom, Inc.

APRIL 9, 2020

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. Assisting both customers and support staff by offering predictive suggestions. Short on time?

User Testing

Intercom, Inc.

AUGUST 10, 2020

For a time when it launched, Rippl was New Zealand’s most downloaded app, surpassing Facebook and Instagram with over 72,000 downloads in its first week on the market. A race against time. Throughout the first day, they were able to quickly update the bots in real-time to cover unexpected questions they were receiving.

Research Software

Userpilot

SEPTEMBER 9, 2024

Looking for real-life customer-led marketing examples that worked to get inspiration for your own campaigns? TL;DR Customer-led marketing is a strategy that puts the customer at the center of all marketing efforts, making their pain points , behaviors, and feedback the driving force behind decisions. Then keep reading!

Customer Feedback

Alchemer Mobile

JUNE 16, 2020

From grounded flights to impatient customers to intensive cleaning protocols, everything looks different than it did a few months ago. One of the primary locations that travel brands interact with customers is through their mobile apps. Download the 2020 Mobile Customer Engagement Benchmark Report for Travel Apps.

Travel

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Shawn Carter , Customer Care Team lead at Aircall.

Reporting Tools

The Product Guy

JUNE 25, 2018

When seeking guidance from a superior, make an effort to present your solution or describe how you are thinking of approaching the situation. One effective strategy to boost your confidence in your report managing these situations is to spend time roleplaying certain scenarios and provide immediate and constructive feedback.

Product Manager

Intercom, Inc.

NOVEMBER 9, 2021

By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Customer Experience