Intercom, Inc.

DECEMBER 12, 2018

The “shiny penny” approach (focus all your attention on the hottest tools in the market) or “head in the sand” approach (fall victim to analysis paralysis and avoid choosing any tools) are no longer viable. But here’s the thing: a tool is not a strategy. The anatomy of a marketing tech stack [with recommended tools].

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

Product Talk

OCTOBER 2, 2024

For today’s Tools of the Trade , we caught up with Yury Oleynik , the VP of Product Management at HiveMQ , who has managed to make continuous interviewing a reality on his team. Yury shares a few of the tactics his team tried to automate recruiting before they came across the tool they’re currently using, Orbital.

Feedback Software 279

Feedback Software Customer Experience Data Visualization User Testing 279

Intercom, Inc.

NOVEMBER 30, 2021

A recent Forrester Consulting study commissioned by Intercom, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed that 54% of teams can’t personalize support with their tech stack and 50% waste time jumping between tools. So before you begin searching for specific tools, define your goals upfront.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

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. But how do you know you’re picking the right tools? Tableau is the best user data visualization tool.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Intercom, Inc.

OCTOBER 27, 2021

Many support teams implemented the funnel and saw game-changing results, including reduced inbound conversation volume, faster resolution rates, and enhanced CSAT. But there was one problem – there was no quick way to gain a complete , visual view of how the funnel was working for your business. are performing best for your team.

Data Visualization 138

Data Visualization Reporting Tools Strategy Inbound 138

Intercom, Inc.

JUNE 1, 2021

Not only that, but 49% say those interactions are highly complex, and 32% report that there have been more emotional customer support interactions. A customer service agent can be on one phone call with one person at a time,” says Grayson Bagwell , Director of Business Development at Rugs.com.

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Userpilot

AUGUST 14, 2023

As third-party data becomes less reliable, first-party analytics are going to shape most business decisions going forward. And the transition is already happening, as 88% of marketers think first-party data is more important now than a couple of years ago. While first-party data is completely private.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Customer Feedback 98

Userpilot

JULY 12, 2021

Data is the engine for SaaS, but without data analytics tools , your SaaS team will not be able to make sense of the data. The right set of SaaS analytics tools can help you generate actionable insights that fuel strategic decisions. But how do you ensure you’re picking the right tools?

Analytic Tools 98

Analytic Tools Data Visualization Research Software Feedback Software 98

Userpilot

MARCH 7, 2024

Funnel reports are a popular analytics tool used to optimize customer journeys and user flows. Our guide explains how to build and analyze funnel reports for actionable insights. To create funnel reports in Userpilot , you first need to define the conversion events. Let’s get to it! Book the demo!

Data Visualization 105

Data Visualization Reporting Tools Analytic Tools Customer Experience 105

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. The increased volume is affecting businesses of all types.

Customer Experience 217

Customer Experience Reporting Tools Research Software User Testing 217

Intercom, Inc.

MARCH 28, 2022

While this shift was already underway, the rate of digital transformation is now happening much faster than previously predicted due to the impact of the COVID-19 pandemic. According to the International Data Corporation (IDC) , 65% of global GDP will be digitalized by 2022, and investment in digital transformation (DX) continues to grow.

Reporting Tools 228

Reporting Tools Customer Communications Data Visualization User Testing 228

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. Specify who can start a conversation from the Messenger to prioritize and manage your inbound support volume during busy times.

Article 197

Article Data Visualization User Testing Customer Feedback 197

Intercom, Inc.

NOVEMBER 14, 2018

But today, the underlying backbone of all of it is the right data. While science has always been part of sales, it’s hard to ignore the increasing importance of taking a data-driven approach to growing your business. As a sales rep, you need to be comfortable understanding the data behind your pipeline.

Data Visualization 188

Data Visualization Outbound Inbound KPI 188

Intercom, Inc.

AUGUST 13, 2020

We’ve always used Intercom to provide support for our customers and, as our customer base has grown, we’ve seen first hand the needs for better reporting and workflows in Intercom. So over the years, we’ve been able to build internal tools to cater to our team needs. Customizable Inbox views that help you track key conversations.

Data Visualization 211

Data Visualization Reporting Tools Research Software Feedback Software 211

Intercom, Inc.

SEPTEMBER 8, 2021

By using technology to detect signals in their product and monitor trends in inbound conversations from customers, workforce management platform Tanda is leveraging proactive support to stay ahead of the curve and offer help to customers before they reach out to the support team. Here’s how they’re doing it. What is proactive support?

Reporting Tools 237

Reporting Tools Inbound Customer Experience Data Visualization 237

Intercom, Inc.

AUGUST 25, 2021

Over the last few months, we’ve released a bunch of new updates across everything from reporting to integrations to the mobile experience. With these improvements, you can discover deeper insights to help you optimize, personalize, and engage your customers, enabling you to hit your business goals and create a better customer experience.

Data Visualization 129

Data Visualization Reporting Tools Customer Experience Feedback Software 129

Product Innovation Educators

APRIL 3, 2023

Her responsibilities include building and evolving Crossmedia’s services in ways that reflect their commitment to do the right things for their people and their clients.  It’s about using data to uncover insights and the best place, time, and way to speak to a consumer on behalf of a brand.

Data Visualization 267

Data Visualization Marketing Advertising Analytic Tools 267

Amplitude

JULY 17, 2019

Podcasts are one of the best learning resources available, especially when it comes to breaking down technical subjects such as data science and analytics. To guide your learning, we put together the following collection of the best analytics-related podcasts to listen to. 113 | What Makes A Visualization Memorable?

Data Visualization 94

Data Visualization Analytic Tools Artificial Inteligence Customer Experience 94

Intercom, Inc.

MAY 12, 2021

. “Armed with the right data, your team will be able to move the needle on providing personal customer communication at scale” Meaningful insights fuel great experiences, but it can be challenging to draw them out when you’re constantly managing high volumes of inbound conversations.

Data Visualization 118

Data Visualization Customer Communications Reporting Tools Customer Feedback 118

Intercom, Inc.

JUNE 7, 2022

For many years, B2B companies have executed their inbound sales funnel in a traditional manner that looked a little something like this: Visitor prospects. Using live chat for sales, you can: Qualify inbound leads using customizable bots that ask relevant, targeted questions. Marketing qualified lead (MQL). Sales qualified lead (SQL).

Inbound 245

Inbound Customer Communications Research Software Data Visualization 245

Intercom, Inc.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Future facing businesses are investing in much better customer experiences, moving beyond traditional support tools that are built around deflection as the solution to scale. The Conversational Support Funnel.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Userpilot

JULY 29, 2024

A thorough competitive analysis report includes an executive summary, company overview, product/service analysis, marketing/sales analysis, SWOT analysis, and conclusions/recommendations. Use user research tools such as surveys , interviews, focus groups, SimilarWeb, SEMrush, Ahrefs, and Crayon for competitor insights.

Data Visualization 111

Data Visualization Research Software Reporting Tools Feedback Software 111

Intercom, Inc.

JUNE 22, 2022

At Intercom, we’re striving to make our automation bots as powerful as possible, offering companies the fastest way to resolve queries in the face of ever-increasing inbound volume and customer expectations. Before today, our bots couldn’t easily access data living outside of Intercom. order status) as well as take actions (e.g.

Customer Experience 218

Customer Experience Inbound Data Visualization Customer Satisfaction 218

Userpilot

JULY 9, 2024

TL;DR Customer experience management software is a tool or suite of tools designed to help businesses manage, track, and optimize customer experiences. Follow these steps to choose the right customer experience management tools for your business: Identify your needs. Ready to get started?

Analytic Tools 103

Analytic Tools Feedback Software Research Software Reporting Tools 103

Intercom, Inc.

JULY 6, 2021

Global support teams can positively influence customer retention, especially if they provide service in their customers’ native language. You’ll either need to set up regional teams to provide round-the-clock coverage or look into self-service solutions such as chatbots or a knowledge base to help customers during off-hours.

Customer Experience 232

Customer Experience Data Visualization User Testing Customer Feedback 232

Alchemer Mobile

MAY 14, 2020

When you have solid benchmarks to measure against, they can help you make sense of your own data and answer these questions. ?Download Download the 2020 Mobile App Engagement Benchmark Report for Media Apps. Data from our 2016 , 2017 , 2018 , and 2019 reports is included to show shifts in brand focus and engagement over time.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208

Intercom, Inc.

AUGUST 3, 2022

In July, newly released research from Harvard Business Review Analytic Service, sponsored by Intercom, revealed what we’ve all been thinking – customer engagement is the key to retention and loyalty. Map your sender address to the inbound address your customers contact you from with Intercom’s updated sender address settings.

Product Research 203

Product Research Embedded Analytics Data Visualization Inbound 203

Intercom, Inc.

JULY 28, 2020

Staying personal meant offering expensive services that aren’t scalable like 1:1 phone calls or 24/7 real-time chat. They use self-service, bots, and automation to instantly answer customers’ common questions and provide support when your team is busy or out of the office. Either stay personal with customers or get efficient.

Research Software 290

Research Software Customer Experience Data Visualization User Testing 290

Alchemer Mobile

APRIL 14, 2021

In our 2021 Mobile App Engagement Benchmark Report , a study of 1,000 apps across a billion+ app installs, we take a close look at apps in the Media and Entertainment category. In our data, Media apps are segmented into six subcategories: News (global news networks, newspapers, etc.).

Feedback Software 246

Feedback Software Research Software Technical Review User Testing 246

Userpilot

MARCH 26, 2024

How do you create top-notch data analysis reports? It also covers: Why you need data analysis reports. Different types of reports. Best analytics tools for creating data analysis reports. Trend analysis reports track patterns and shifts in data over time.

Data Visualization 52

Data Visualization Analytic Tools Reporting Tools Feedback Software 52

Intercom, Inc.

JUNE 6, 2019

For instance, many teams build apps on Intercom so users can leverage their workflows and services within our live chat Messenger and messages. A predictive lead scoring tool for B2B SaaS companies, MadKudu’s strategy is all about integrating with other platforms – including Intercom – to link customer intelligence and customer engagement.

Analytic Tools 190

Analytic Tools Data Visualization Customer Experience Inbound 190

Intercom, Inc.

MAY 13, 2022

Customer service is the ongoing support provided to a customer throughout the entire customer journey. . You could argue that what constitutes a good customer service experience can vary by customer and industry, but there’s no denying that people’s expectations are higher than ever. . What is a customer service process?

Data Visualization 129

Data Visualization User Testing Customer Experience Customer Feedback 129

Userpilot

MAY 30, 2023

Understanding how to choose CDP vendors that help you harness data, make the most of the insights you gather, and drive growth is a tricky challenge. In this article, we’re going to unpack what a customer data platform (CDP) is, explore the best tools out there, and share a few attractive alternatives.

Analytic Tools 98

Analytic Tools Data Visualization User Testing Customer Experience 98

Intercom, Inc.

AUGUST 17, 2021

Not only does this create a better customer experience, it also helps to reduce inbound conversation volumes for your support team so they can focus on answering more complex, high-impact questions. “59% It reduces inbound conversation volume without sacrificing customer happiness. The benefits of proactive support.

Data Visualization 156

Data Visualization Inbound User Friction Customer Experience 156

Intercom, Inc.

MARCH 31, 2021

This also empowers your team to do what they do best – using their product knowledge, technical expertise, and empathy skills to keep customers satisfied and ensure they’re getting long-term value from your product or service. Seamlessly manage all of your tools from one inbox. It wastes both the agent’s and the customer’s time.

Data Visualization 213

Data Visualization User Friction Customer Experience Customer Satisfaction 213

Product Talk

MAY 15, 2024

This topic was inspired by a question that came up in the CDH community, where a member was looking for specific tools people had used to run in-app surveys. While Orion had started with a B2C focus, they got a lot of inbound interest in the B2B space. The answer was then stored alongside other metrics data for each user profile.

Product Research 336

Product Research Feedback Software Analytic Tools User Testing 336

Userpilot

SEPTEMBER 9, 2024

HubSpot gives a platform to its customers at Inbound conference. Userpilot offers different features for executing a customer-led marketing strategy, such as: Event analytics to understand the customer journey. Get a demo and see how Userpilot can help you collect useful data and trigger personalized experiences customers love.

Customer Feedback 111

Customer Feedback Customer Experience Data Visualization Analytic Tools 111