The Product Coalition

OCTOBER 6, 2023

Emotion AI, like any other AI technique, requires data to enhance performance and comprehend user emotions. The data differs from use case to use case. Later, these features are pre-processed and used to train a machine learning algorithm that can precisely predict the emotional states of users. How does Emotion AI work?

Research Software 130

Research Software Reporting Tools Data Visualization Automotive 130

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 244

Product Research Feedback Software Analytic Tools User Testing 244

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. Custom Actions. Custom Objects.

Customer Experience 218

Customer Experience Inbound Data Visualization Customer Satisfaction 218

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 Data Visualization Customer Experience 237

eG Innovations

MAY 3, 2021

This means that they spend (as do we) a lot of time proactively investigating and stress-testing systems, indeed we and many other vendors also provide tools within our products to assist in “kicking the tyres”. In this blog, I have listed ten tools and related techniques you can use to test your IT infrastructure resilience.

Data Visualization 105

Data Visualization User Testing Product Research Testing 105

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

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. Third, a new visual bot builder.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Intercom, Inc.

JULY 26, 2022

Like most AI systems, NLP and machine learning operate by analyzing massive datasets in order to continuously yield more sophisticated outputs. Reinforcement learning directly follows every exchange, with the system automatically assessing the success of the interaction to further refine its accuracy in the future.

Artificial Inteligence 118

Artificial Inteligence Customer Experience Outbound Inbound 118

eG Innovations

FEBRUARY 14, 2023

eG Enterprise collects metrics and applies tests to help the administrator detect, diagnose, and resolve performance deficiencies related to the data traffic in the environment. eG Enterprise also includes detailed diagnostics which provide additional problem insights to administrators, thereby easing troubleshooting.

Data Visualization 52

Data Visualization Reporting Tools Outbound Analytic Tools 52

Folding Burritos

JANUARY 25, 2018

Or perhaps we’re reaching out to other teams to ask questions like: “Which bugs have been reported this week?”. Create internal dashboards, docs or wiki pages, only to realize that’s where information goes to die, because people can’t find it, don’t understand the tool or forget to go there. How’s that KPI doing?”.

Data Visualization 347

Data Visualization Product Research Feedback Software Reporting Tools 347

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

Intercom, Inc.

FEBRUARY 1, 2022

The customer expectation gap has been widely reported on in the years since the pandemic, but our latest Intercom Customer Support Trends Report for 2022 shows that that gap has expanded further than ever. Having this data at your fingertips helps you and your team nail personalization and, ultimately, retain happy customers!

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

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

Intercom, Inc.

SEPTEMBER 21, 2022

And with that explosion in addressable market came an explosion in customer service requests. These systems worked by bypassing people, and thus removing the personal nature of business. Poor support tools and tech stacks are slowing teams down. The tools that support teams use are often clunky and outdated.

Research Software 118

Research Software User Testing Customer Experience Vision 118

Amplitude

SEPTEMBER 2, 2020

So, you could say we’ve seen our fair share of strategies for managing incoming event data. Strategy #2: Approval Workflow - Intermediate Maturity in Data Management. Strategy #3: Event Planning Workflow - Advanced Maturity in Data Management. Data Management Strategy #1: Cleanup Workflow. Maturity Level: Beginner.

Data Visualization 75

Data Visualization Analytic Tools User Testing Inbound 75

Userpilot

JUNE 29, 2023

TL;DR Userpilot, Mailchimp, Databox, and Lucky Orange are the best HubSpot integrations available for data sync. Userpilot will be an excellent addition to your HubSpot data tool stack. This means you can send and receive data to/from HubSpot. Schedule sales call with attractive leads in-app via Userpilot content.

Analytic Tools 52

Analytic Tools Reporting Tools Data Visualization Customer Experience 52

The Product Coalition

MAY 23, 2022

While “pull” refers to an inbound system in which users actively seek out information and experiences, “push” refers to processes that notify users about the metaverse experiences that await them. Experts predict that the creator economy will become a multibillion-dollar industry thanks to the metaverse.

Customer Experience 122

Customer Experience Inbound Outbound User Testing 122

Amplitude

SEPTEMBER 2, 2020

So, you could say we’ve seen our fair share of strategies for managing incoming event data. Over the years of working with customers large and small, it’s become clear that there exist three primary strategies for managing data in product analytics, and they align to a company’s maturity level: Strategy #1: Cleanup Workflow.

Data Visualization 59

Data Visualization User Testing Analytic Tools Inbound 59

Userpilot

JANUARY 10, 2022

Self-support systems can help customers solve their problems sooner while also reducing the load on your representatives. Customer success managers can use customer data from NPS and churn surveys to create a data-driven strategy and win customers back. Defining customer success is the first step to crafting a CS game plan.

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 98

Mind the Product

NOVEMBER 10, 2017

Cohort analysis is often overlooked, but it can yield insightful information and actionable advice to improve acquisition, retention and monetization. For successful implementation of an analytics program, rather than looking at all of your users as a single unit, cohort analysis breaks them into groups for analysis.

Analytic Tools 191

Analytic Tools Research Software Feedback Software User Testing 191

Usersnap

NOVEMBER 26, 2023

For those new to the platform, we want to offer our real example of using Jira Product Discovery over the past quarters as guidance on maximizing the benefits of this powerful tool. Utilizing Insights and Integrations Integration of Usersnap with Jira Product Discovery Collecting Insights from Various Sources 3.

Product Research 52

Product Research Feedback Software Analytic Tools Research Software 52

Crafty CTO

APRIL 23, 2024

Inception: Direct Database Access for the Data Team Our immediate need was getting the data science team programatic access to a read replica of our production database, an Amazon RDS Postgres cluster. Our data team could’ve handled it, but the CLI interface would be an ongoing source friction and pain.

Data Visualization 40

Data Visualization Weak Development Team ChatGPT Customer Experience 40

Intercom, Inc.

JANUARY 28, 2020

In SaaS you want all relevant and historical data to be automatically aggregated in one source. After trialling some other solutions, we chose Intercom because it centralizes inbound and outbound conversations without the friction that CRMs add.” . For us, that solution is Intercom. Personalized support at every stage.

Customer Communications 138

Customer Communications Inbound Customer Experience Outbound 138

Userpilot

NOVEMBER 20, 2022

Finally, always analyze, test, and refine your process to match new data and information. Marketing roadmaps are complex documents that capture and visually communicate your marketing plan. Visualize your marketing strategy and keep everyone informed of upcoming marketing campaigns and activities. What is a marketing roadmap?

Onboarding KPIs 98

Onboarding KPIs Roadmap Marketing Feedback Software 98

Userpilot

FEBRUARY 13, 2024

Having a hard time choosing the perfect customer self-service software? This article covers: Key benefits of the self-service method. Important features to look out for in a self-support tool. Seven of the best software tools to choose from, along with their features and pricing. You clicked on the right guide.

Analytic Tools 52

Analytic Tools Reporting Tools Feedback Software Embedded Analytics 52

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. Prior to joining Dialpad, I was the CEO of a speech analytics startup called TalkIQ. AI augments support.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

Userpilot

SEPTEMBER 5, 2022

Hubspot’s Academy customer service training. However, you must complement those skills with the right tools. More than just a training program, the Customer Success Workshop is a full-service meant to help you revamp your current customer success processes to fit your business goals. How to leverage customer data.

User Testing 98

User Testing Customer Experience Customer Feedback Certifications 98

Usersnap

SEPTEMBER 27, 2022

And those bugs are the reason, why we need to use bug tracking systems in order to find, document, and solve these bugs. Today I’m going to present you with 10 excellent open-source bug tracking tools that help you to get started with the bug tracking game. Test Reports and Analytics. Why open source bug trackers?

Reporting Tools 19

Reporting Tools Feedback Software Analytic Tools Data Visualization 19

Intercom, Inc.

NOVEMBER 20, 2018

It is important to use these initial interactions as a means to gain insights that can be fed back to product development to improve your solution and to ensure that your product helps deal with a pain that your target market has. For many B2B SaaS companies, inbound marketing represents a cornerstone of all marketing activity.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

eG Innovations

NOVEMBER 17, 2021

Listening on open TCP ports is an extremely bad practice for cloud architectures, as it exposes products and services to accepting incoming messages from malicious parties. Within their “Reverse Connect” technologies, you can run a VM without keeping any inbound ports open. What is Reverse Connect for AVD? Learn more.

Analytic Tools 52

Analytic Tools Data Visualization Transportation Inbound 52

The Product Coalition

MAY 10, 2019

In analytics lingo, one way to assess these critical journeys is through user flows. User flows are for the visual learner. Via distinct arrows, where thickness indicates number of navigations, user flows show you the inbound and outbound journeys for every screen and popup within your app. Let’s rewind for a second though.

Analytic Tools 74

Analytic Tools Customer Experience Customer Feedback Data Visualization 74

Revulytics

OCTOBER 19, 2017

A few members of our Marketing team recently attended HubSpot’s Inbound 2017 conference in Boston, one of the year’s largest events for marketing professionals. We have frequently detailed the value of selling our ideas and decisions with data on this blog. How do I make a case for changing licensing terms?

Roadmap 137

Roadmap Research Software Reporting Tools Analytic Tools 137

BrainMates

SEPTEMBER 19, 2022

From education and workforce management to local communities, government, justice systems and beyond, they create people-centric technology that helps make the complex simple. We spoke to Sharon Schwarzkopf, Head of Product at ReadyTech , to get more insight into how a product team working within workforce functions.

Feedback Software 52

Feedback Software User Testing Customer Feedback Data Visualization 52

The Product Coalition

JULY 3, 2018

Support Hero is an advanced knowledge base system for Saas apps. Support Hero is self-service knowledge base that helps companies educate their clients. A lot of time, a lot of tools, a lot of money. The insights are not as useful or actionable as ours. Hi Matic, Let’s get started! So tell us about Support Hero?

Analytic Tools 60

Analytic Tools Feedback Software Education Embedded Analytics 60

Userpilot

JULY 7, 2022

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. Customer service teams should be trained to respond appropriately to customers during critical interactions.

Feedback Software 98

Feedback Software Customer Experience Customer Feedback User Testing 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 98

Feedback Software Research Software Reporting Tools Onboarding KPIs 98

Userpilot

APRIL 6, 2022

Selling software isn’t the same as selling any other product/service, that’s why a SaaS marketing plan can be a valuable asset. This blog post will give you insights into: What a SaaS marketing plan is. SaaS pricing strategy unlike regular products/services is subscription-based. So how do you get started?

Research Software 52

Research Software User Testing Onboarding KPIs Customer Experience 52