Intercom, Inc.

MAY 13, 2022

Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone. Customer relationship management dashboards that provide reporting functions. Call recording tools.

Reporting Tools 118

Reporting Tools Outbound Inbound Customer Satisfaction 118

Intercom, Inc.

APRIL 7, 2020

Below, we share how the outbreak has impacted three key support metrics – inbound volume, wait times, and CSAT scores – and advice from respected leaders on how to continue caring for your customers in a crisis. Inbound volume is spiking for half of support teams. Their SVP of Customer Experience Margaret K?dziora

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

Usersnap

JANUARY 20, 2023

Informational self-service tools allow customers to handle customer support inquiries independently. Common examples include Frequently Asked Questions (FAQs), user guides, or technical documentation. They simplify customer interactions and increase customer satisfaction.

Feedback Software 52

Feedback Software Analytic Tools Research Software Reporting Tools 52

Intercom, Inc.

DECEMBER 4, 2018

Median first time response will now measure the median time for a teammate’s first reply to a customer through inbound conversation, manual message or auto-message. The heatmap for new conversations will now be a sum of all new inbound conversations, rather than average.

Customer Experience 99

Customer Experience Differentiation Onboarding KPIs Customer Feedback 99

Userpilot

DECEMBER 19, 2022

Content marketing: Content marketing consists of publishing helpful resources (usually articles) that drive organic traffic, reach other businesses early in their buyer’s journey and build loyalty amongst existing customers. Inbound marketing may be the most commonly covered approach but it won’t be a fit for every SaaS company.

B2B 105

B2B User Testing Research Software Analytic Tools 105

Userpilot

MAY 26, 2021

User engagement software allows you to segment your users based on their interactions with your product. This in turn allows you to target specific segments with specific messages based on certain event triggers. Mixpanel analytics have been designed to enable teams to become more efficient through real-time user data analysis.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Data Visualization 52

Userpilot

JANUARY 10, 2022

Unlike the linear product tours that you’d often see in an older SaaS company, interactive walkthroughs can help users learn by doing (leading to improved information retention.). One survey by Coleman Parks even found that a self-service model can increase customer retention rates by up to 85%. Churnzero dashboard.

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 98