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 138

Customer Experience Customer Feedback Feedback Software User Testing 138

Userpilot

JULY 19, 2021

Speed, convenience, how helpful the employees were, and friendly service were shown to be the must-dos with each being “important” to 70% of customers. Furthermore, we explore how to choose the best platform for your company and the must-have features for the best customer engagement tools. Source: www.superoffice.com.

Analytic Tools 98

Analytic Tools Research Software Reporting Tools Customer Communications 98

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 92

Data Visualization Analytic Tools Feedback Software Reporting Tools 92

Intercom, Inc.

AUGUST 12, 2021

Early in 2017, Dan joined the speech analytics startup TalkIQ, which would later be acquired by Dialpad, as their CEO. Most companies end up with a variety of tools that don’t really play nicely with each other. We power voice, video, messaging, contact center, and the cloud across any device, anywhere in the world.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

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

FEBRUARY 4, 2022

SaaS sales can be broken down into three models: self-service, transactional, and enterprise. A self-service SaaS sales process is best for companies with a simple and/or affordable product. Creating a user persona will help you target the right prospects and later use the same data to segment your in-app marketing.

Feedback Software 97

Feedback Software Research Software Reporting Tools Onboarding KPIs 97

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.

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. It’s safe to say he’s learned a thing or two about adjusting his message and product for each unique customer persona.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Indicative

MAY 25, 2018

Deciding by Data. Becoming a data-driven company is about two things; technology and culture. That was the message of Indicative CEO Jeremy Levy’s session on “Deciding by Data,” which is also the theme of podcast he hosts. Levy first touched on the commoditization of data that’s made data access easier for every business.

Research Software 53

Research Software Banking Certifications Customer Experience 53

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. MadKudu invested in integrations in order to unlock real-time access to customer data, which is key to their product’s success. Can you augment those tools with integrations?

Analytic Tools 190

Analytic Tools Data Visualization Customer Experience Inbound 190

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

Userpilot

MAY 26, 2021

Today we’re walking you through the best customer engagement software solutions for SaaS in 2021 based on four main criteria: user analytics & tracking features. Good customer engagement software lets you track user identification and engagement data via custom events specific to your product. In-depth analytics.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Data Visualization 52

Userpilot

JANUARY 19, 2022

Documentation guides can be tricky so here’s an article on everything you need to know about Userpilot integrations and how you can build better user experiences by sending data from Userpilot to your other apps. Integrations are links between Userpilot and other tools in your stack. Multiple teams mean multiple tools.

Data Visualization 94

Data Visualization Analytic Tools Feedback Software Technical Review 94

Userpilot

APRIL 22, 2024

Examples of product-led growth companies that can help you achieve PLG success include: Hubspot offers a free grader tool to attract potential customers. Slack populates empty spaces with in-app messages that drive action. Loom maximizes the customer’s lifetime value by triggering contextual upsell messages.

Feedback Software 88

Feedback Software Product Research Customer Experience Strategy 88

Intercom, Inc.

NOVEMBER 27, 2019

A genius inbound marketing strategy. It’s in the name: a company inspired by the needs of salespeople has to be good at selling itself. In a recent study of SaaS companies, Paddle found that 40% of those who expanded internationally reported having new, scalable sources of growth among other benefits. What tools are they using?

Data Visualization 186

Data Visualization Reporting Tools Software Review User Testing 186

Lenny Rachitsky

MARCH 12, 2024

Subscribe now P.S. Don’t miss Lennybot (an AI chatbot trained on my newsletter posts, podcast interviews, and more), my PM recruiting service (we help you hire Sr. Even better, the messages I get daily from listeners melt my heart. PMs and VPs), and my swag store (great gifts for your favorite PM, or yourself!). Keep trying.

Technical Review 136

Technical Review Analytic Tools Research Software Feedback Software 136

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. Conversational support is the modern way to resolve customer questions through a digital-first, messaging-based interaction.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Userpilot

JULY 24, 2023

Offering self-service support. Any inbound marketing campaign needs to start by attracting potential customers that align with the target audience of SaaS businesses — often through traffic from search engines or social media. To get the most accurate picture, you should combine both quantitative and qualitative data.

Analytic Tools 74

Analytic Tools Feedback Software Data Visualization Marketing 74

Userzoom

JULY 9, 2019

A/B testing can be used to compare the performance of a webpage, app, email, or advert by pitting a control, ‘A’, against a test variant, ‘B’ A/B testing works by randomly splitting your inbound traffic equally between the two versions. Through A/B testing, this risk is negated. Benefits of A/B testing.

User Testing 113

User Testing Product Research Research Software Testing 113

Userpilot

JULY 7, 2022

Use in-app messages and emails to communicate. One bad experience with your brand is enough to make someone stop using your tool. Questions: Customers that don’t understand how to get something done or are trying to figure out your tool will reach out with questions. How to interact well with your customers?

Feedback Software 93

Feedback Software Customer Experience Customer Feedback User Testing 93

Pragmatic Marketing

OCTOBER 11, 2019

Hello and welcome to the Pragmatic Live podcast series where we tackle the biggest challenges facing today's product management, product marketing, and other market and data driven professionals with some of the best minds in the industry. Yes, my name is Marcus. I'm a principal product marketer here at HubSpot.

Product launches 70

Product launches Research Software User Testing Product Research 70

Pragmatic Marketing

OCTOBER 11, 2019

Hello and welcome to the Pragmatic Live podcast series where we tackle the biggest challenges facing today's product management, product marketing, and other market and data driven professionals with some of the best minds in the industry. Yes, my name is Marcus. I'm a principal product marketer here at HubSpot.

Product launches 70

Product launches Research Software User Testing Product Research 70

Userzoom

JULY 9, 2019

A/B testing can be used to compare the performance of a webpage, app, email, or advert by pitting a control, ‘A’, against a test variant, ‘B’ A/B testing works by randomly splitting your inbound traffic equally between the two versions. Through A/B testing, this risk is negated. Benefits of A/B testing.

User Testing 100

User Testing Product Research Research Software Testing 100

Business of Software Conference

MAY 21, 2020

So, whether that’s drug delivery in Ethiopia, cash transfers in Kenya, or maternal services in Bangladesh, we want them to be able to say that the amount of money that was spent resulted in exactly how many individuals were treated. Our precision data helps our partners maximise the impact of the resources that they are committing.

Technical Review 52

Technical Review Feedback Software Software Review Analytic Tools 52

Userpilot

JUNE 22, 2022

The Hook Model is a methodology that you can use for addictive services or products which your users will come back to again and again. In SaaS, the model gives the product teams the tools they need to develop products with high customer engagement rates. From a product management perspective, it is a valuable product discovery tool.

Research Software 59

Research Software Feedback Software Customer Experience User Testing 59

Intercom, Inc.

JANUARY 31, 2019

For today’s episode, we’re sharing go-to-market insights from past interviews that have resonated with us. Customers want to know about themselves, and the only way they can compare themselves is if you give them insight into other people just like them. Data and benchmarks really help the customer see where they fit.

Customer Experience 165

Customer Experience Customer Feedback User Testing Weak Development Team 165

Mixpanel

FEBRUARY 23, 2021

And beyond the anecdotal, an often-cited 2019 study CB Insights found that “no market need” was the leading reason most startups don’t succeed. To find some answers, we asked some of the smartest people we know for fresh insights —experts on product-market fit across different industries and geographies who’ve seen it again and again.

User Testing 130

User Testing Onboarding KPIs Product Research Startups 130

Intercom, Inc.

FEBRUARY 27, 2020

In the past two years, there’s been a huge leap forward in the accuracy and the predictive power of the neural networks. Additionally, we have more data available to us that allows Resolution Bot to hone in on subtle distinctions in wording that a customer might throw at it. We care a lot about them, and we get a ton of data.

User Testing 23

User Testing Artificial Inteligence Data Visualization Customer Experience 23

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. The move towards building customer relationships in this way is gaining such incredible momentum that we’ve given it a new name here at Intercom. Either stay personal with customers or get efficient.

Research Software 290

Research Software Customer Experience Data Visualization User Testing 290

The Product Coalition

JUNE 1, 2020

Visual content gets 94% more traction relative to textual content. Types of multimedia content: Images/Infographics Slideshow Videos Podcast Quizzes/Survey: Quizzes and surveys are not only useful to gather data; it helps in content marketing and user engagement. The prime advantage is your intention to collect data.

Customer Experience 78

Customer Experience Blog User Experience Inbound 78

Intercom, Inc.

MARCH 29, 2022

You’ll hear from the product managers that led the ideation, planning, and development of these products, and get their unique insights into the ways each of them can uplevel your customers’ experience with your company. And we do this at internet scale with modern next-gen tools that grow with you. Enjoy this time. We’ll help.

Feedback Software 118

Feedback Software Customer Communications Reporting Tools Events 118

Intercom, Inc.

MAY 21, 2020

. “ It’s been a hell of a run, and I’m very excited to still be here and excited to talk to you today” The start of that role was that we were relying on Intercom reporting, which wasn’t all that robust. How did we leverage this tool internally, and how might some of Intercom’s Resolution Bot users do the same?

User Testing 221

User Testing Customer Experience Data Visualization Reporting Tools 221

Intercom, Inc.

APRIL 21, 2022

Messaging is increasingly ubiquitous in our personal lives, yet we still pick up the phone to talk to support in the same way we did 50 years ago. Switch to messaging mid-call. Switch is the best of both worlds: it combines the personal touch of a phone call with the convenience of messaging. The clue’s in the name.

Customer Experience 118

Customer Experience Messaging Technology Naming 118

Business of Software Conference

JANUARY 16, 2020

We’re going to switch gears a little bit here and what I want to do is I want to spend the next hour, hopefully, teaching you something about what I think is one of the most powerful tools we have at our disposal – particularly in startups – and in my experience. So positioning is not the same thing as messaging.

Positioning 108

Positioning Analytic Tools Reporting Tools Research Software 108