Intercom, Inc.

SEPTEMBER 23, 2020

Last week we released Series , a brand new way to orchestrate customer messaging campaigns in Intercom. Our first customer messaging solution. This approach resonated with a number of customers. Some of the visualizations our customers shared with us. We knew something had to be done.

Messaging 232

Messaging User Testing Feedback Software Customer Feedback 232

Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile.

Feedback Software 235

Feedback Software Messaging User Testing Customer Experience 235

Intercom, Inc.

MARCH 28, 2022

Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue? Third, the lines between sales, marketing, product, and support are blurring.

Reporting Tools 228

Reporting Tools Data Visualization Customer Communications Research Software 228

Userpilot

NOVEMBER 2, 2023

TL;DR Marketing-led growth is a strategy that relies on marketing efforts to drive product growth and retain users. In contrast, the product-led growth model leverages inherent product virality and its value to drive customer acquisitions and retention. Understandably, all of this translates into improved customer acquisition.

Feedback Software 105

Feedback Software Analytic Tools Research Software User Testing 105

Intercom, Inc.

AUGUST 17, 2021

For years, customer support was seen as a cost center, not a value driver – a necessary response to inevitable customer questions or frustrations. But now that customer experience has become a critical differentiator for modern consumers, this reactive approach to customer support is no longer good enough.

Data Visualization 156

Data Visualization Inbound User Friction Customer Experience 156

Intercom, Inc.

APRIL 7, 2021

The wider global business scene is finally realizing what many successful companies have known for quite some time now: customer support is the face of your company. Investing in the quality of your customer support experience is one of the most powerful ways to grow your company, but every company’s definition of “quality” is different.

Onboarding KPIs 129

Onboarding KPIs Reporting Tools Customer Experience Data Visualization 129

Intercom, Inc.

OCTOBER 27, 2021

With increasing conversation volumes and mounting customer expectations, support teams need a way to ruthlessly optimize their support strategy for maximum efficiency and CSAT. Or maybe it involved jumping between disconnected tools and manually entering data into spreadsheets to cobble together “meaningful” insights. Let’s dive in.

Data Visualization 138

Data Visualization Reporting Tools Strategy Inbound 138

eG Innovations

FEBRUARY 14, 2023

eG Enterprise also includes detailed diagnostics which provide additional problem insights to administrators, thereby easing troubleshooting. These are events that the administrator should be aware of and are likely to cause IT problems and impact end users. SNAT (Source Network Address Translation) ports are an exhaustible resource.

Data Visualization 52

Data Visualization Reporting Tools Outbound Analytic Tools 52

BrainMates

SEPTEMBER 19, 2022

The app is designed to free up resources and reduce the admin burden on the payroll and HR functions. We spoke to Sharon Schwarzkopf, Head of Product at ReadyTech , to get more insight into how a product team working within workforce functions. Are each of your product managers focused on a specific product?

Feedback Software 52

Feedback Software User Testing Customer Feedback Data Visualization 52

Usersnap

FEBRUARY 14, 2023

In fact, iterating your strategy and improving each feature Go-To-Market plan as you grow and receive customer feedback is even more important. By understanding your ideal customer profile (ICP), competitors, messaging, and more, your business will be prepared for whatever comes its way and set for success.

Research Software 52

Research Software Feedback Software User Testing Product launches 52

The Product Coalition

MAY 10, 2019

The journey that a user takes to complete an action is critical because it speaks volumes about their intent and your app’s usability. In analytics lingo, one way to assess these critical journeys is through user flows. What is a user flow? User flows are for the visual learner. Let’s rewind for a second though.

Analytic Tools 74

Analytic Tools Customer Experience Customer Feedback Data Visualization 74

Intercom, Inc.

NOVEMBER 20, 2018

This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. As Jason Lemkin puts it , “The CEO/founder should close at least the first 10 (or 20 or whatever) customers. What matters is that somehow, someway, you still get those 10 paying customers closed.”.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

BrainMates

SEPTEMBER 4, 2023

Product-led growth is a go-to-market strategy that relies on using your product as the primary vehicle to acquire, activate, and retain customers. It’s a strategy that puts the product at the forefront of your growth efforts, leveraging its value to acquire, activate, and retain customers. Would users have influence?

Data Visualization 52

Data Visualization Onboarding KPIs Customer Experience Customer Feedback 52

ProductBoard

NOVEMBER 15, 2017

productboard Portal enables product managers to get the pulse of their customers. Since the dawn of their profession, product managers have been charged with investing limited resources into building the right features, designed in the right way, to address problems in the marketplace.

Customer Feedback 45

Customer Feedback User Testing Weak Development Team Feedback Software 45

Intercom, Inc.

NOVEMBER 24, 2020

Chris Jewitt is a Customer Success Manager at Klaus , the conversation review tool designed to help modern support teams measure and maintain the quality and consistency of their customer conversations. Reframing customer support. Setting customers up for success.

Feedback Software 118

Feedback Software Customer Experience User Testing Technical Review 118

Userpilot

FEBRUARY 4, 2022

We’ll also go over how to improve essential SaaS sales metrics like customer acquisition cost, annual recurring revenue, average purchase value, and expansion MRR so you can make the most out of your SaaS product. Nurturing new customers is the best way to reduce churn and increase expansion revenue. The self-service model.

Feedback Software 98

Feedback Software Research Software Reporting Tools Onboarding KPIs 98

Revulytics

FEBRUARY 12, 2019

In defense of decreased multi-tasking, the author says “many businesses are beginning to organize customer engagement, strategy, and product development responsibilities among different people within product teams.” Having data on how users are leveraging your software can provide the insights you need to be successful in both areas.

Data Visualization 66

Data Visualization Product Management Product Manager Outbound 66

ProductPlan

MARCH 17, 2020

That being said, it’s all too easy to lose track of strategic direction when stand-ups, customer interviews, presentations, and a million other demands crowd a PM’s calendar, vying for precious time. Product Strategy : Consider which strategic activities impact your ability to deliver value to customers. Product Strategy.

Outbound 74

Outbound Product Management Product Manager Inbound 74

Intercom, Inc.

APRIL 18, 2019

Prospective customers have to be educated. There isn’t a canon of resources that can provide you with a tried-and-true strategy to deploy. Anthony Kennada , the Chief Marketing Officer at Gainsight , has helped navigate these tricky waters and put the Customer Success category on the map. Investors might not get it.

Outbound 112

Outbound Customer Experience Education Airlines 112

Bain Public

JANUARY 11, 2022

High-Level Strategic Baseline A high-level strategic baseline is a frequently revised document discovered collectively with leadership that covers the key foundational elements to steer growth, innovation and help stay abreast of changes in the market, industry, customers and competitors.

Onboarding KPIs 52

Onboarding KPIs Weak Development Team User Friction Customer Experience 52

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Userpilot

APRIL 7, 2024

When it comes to boosting your product growth, user tracking tools can make your life a lot easier. They offer insights into product performance , what your users are doing inside your product, and why they are doing it. Userpilot is the best user journey-tracking tool for web analytics. What is user tracking?

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Amplitude

NOVEMBER 1, 2018

For example, in Amplitude’s two-way integration with Braze , we allow our customers to send interesting user cohorts to Braze. When those cohorts are targeted with marketing campaigns, Braze sends us system events, which allows customers to understand those events in the context of their app. Consider scale and speed.

Feedback Software 83

Feedback Software User Testing Weak Development Team Customer Feedback 83

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. If you skip the people, who looks after your customers?“. Onboarding, but make it remote.

Feedback Software 223

Feedback Software Reporting Tools Customer Experience Weak Development Team 223

The Product Coalition

JULY 8, 2019

An insight into Product Marketing roles, responsibilities and KPIs after interviewing dozens of Product Marketing Managers. The State of Product Marketing today Product Marketing is like Customer Success was 5 years ago; misunderstood but easily thrown around.

Data Visualization 60

Data Visualization Definition Product Marketing Reporting Tools 60

eG Innovations

DECEMBER 7, 2022

Other standard MIBs include the HOST RESOURCES MIB for monitoring resource utilization (CPU, memory, etc.) Other vendor proprietary MIBs yield more insight into device health and performance. HOST-RESOURCES-MIB. of a server or device. Figure 2: Configuration of parameters for SNMP monitoring. UCD-SNMP-MIB. PRINTER-MIB.

Enterprise 52

Enterprise Reporting Tools Data Visualization Transportation 52

Userpilot

JANUARY 26, 2024

TL;DR Product-led growth (PLG) is a go-to-market strategy where the product is the main driver of customer acquisition , adoption, and account expansion. Offer a free plan or trial to ensure a constant flow of customers and allow them to experience the product value. Both free and paid users need on-demand access to support.

Analytic Tools 103

Analytic Tools Feedback Software Data Visualization User Testing 103

Intercom, Inc.

NOVEMBER 17, 2022

While it’s true that big companies have the resources to swoop in and copy almost every product or feature, it’s also hard to mobilize them internally because of all their other priorities. I knew that my product was only going to have ROI for my customers if they were willing to do that. When we started, our product was very niche.

User Friction 118

User Friction Customer Experience Weak Development Team Travel 118

Bain Public

NOVEMBER 4, 2018

As a Product Manager you are then asked to plan timing, align resources and direct the engineering team to execute. Product Managers translate between the need to support the effectiveness of outbound activities (Sales, Marketing, Customer support) and the need for efficiency in internal ones (Strategy, Engineering, UX).

User Testing 40

User Testing Feedback Software Customer Experience Customer Feedback 40

PMLesson's Ace the PM Interview

OCTOBER 30, 2019

As a PM, you’re not the expert in how the technology works or how to market it, but instead why it must be built, what jobs it solves for the user, and why it’s the most important thing for you and the team to work on given the constraints. It was an exciting challenge because our team was under-resourced.

Engineering 45

Engineering Feedback Software Product Management Product Manager 45

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. But others might need more direct answers.

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

Userpilot

SEPTEMBER 19, 2023

The simple answer is that it combines product management , customer acquisition, and customer success into a unified product-led growth collective that your sales teams and the entire company can get behind. A product-led growth funnel is a framework for visualizing the process by which your product converts prospects into customers.

Data Visualization 105

Data Visualization Analytic Tools Customer Experience Reporting Tools 105

Intercom, Inc.

APRIL 4, 2019

If you’d like to hear more, you can listen to our full conversation above, or read Jeanne’s insights below. The self-service model requires little to no selling whatsoever, saving time, labor and resources for a growing startup. But here’s the rub: this handoff is totally unnatural to the customer. What’s not to like?

Weak Development Team 162

Weak Development Team Outbound User Testing Research Software 162

Usersnap

JANUARY 20, 2023

When choosing an appropriate customer support tool, you want to make sure that it ticks all the boxes your team requires. After all, customer support interactions can be some of the most memorable opportunities to impress a user in need of assistance. What’s Customer Support Software? So, congratulations!

Feedback Software 52

Feedback Software Analytic Tools Research Software Reporting Tools 52

Intercom, Inc.

JANUARY 16, 2019

Only then will you have the foundation to consistently win new customers, upsell existing ones and see the kind of predictable growth that’ll be the making of your company. Why not simply invest in hiring more engineers and let the targeted end-user virally adopt the product of their choice? Excerpt from “ Hire a Head of Sales.”.

Weak Development Team 156

Weak Development Team Data Visualization Strategy User Testing 156

Gainsight

OCTOBER 3, 2023

This new, out-of-the-box integration will help our joint customers mine deep insights and deliver maximum value to their customers as they progress from sale to post-sale to renewal, and beyond. HubSpot’s CRM platform is the bedrock of their customers’ efforts to drive sales, manage customer data, and aid retention efforts.

Customer Experience 59

Customer Experience Data Visualization Customer Feedback Outbound 59

The Product Coalition

APRIL 14, 2020

This means businesses will be facing greater headwinds in getting their voice heard online and needing to constantly bump up resources just to play catch-up. Quality Leads Come at a Price Another research in B2B lead generation shows that outbound tactics such as events and trade shows generate the highest quality leads ³.

Banking 78

Banking Research Software User Testing Customer Experience 78