Lenny Rachitsky

NOVEMBER 19, 2024

Yet, like many managers, my calendar is packed, my unread Slack messages seem endless, and my attention is pulled in countless directions. To nurture my team’s writing instincts, I spend a lot of time explaining the “why” behind my edits to their documents/emails/decks/etc. It has already leveled up my game.

User Testing 131

User Testing Customer Feedback Feedback Software Reporting Tools 131

The Product Guy

JUNE 18, 2020

I haven’t had much luck in showing my raw documents and notes to stakeholders–they can’t consume this. Have a good understanding of what problem we solving | who benefits from that solution | how do we express that (marketing messaging) . It forces me to articulate why the roadmap items exist on the roadmap. .

Product Research 412

Product Research Feedback Loop Feedback Software User Testing 412

Lenny Rachitsky

NOVEMBER 12, 2024

Aim for under a minute (make it feel lightweight) Film two takes (or more) to get your message clear and succinct In your message, pitch the brevity and time ROI for everyone: Most PMs still don’t do Looms outside of major announcements or bug reports. Remember that receiving a Loom can initially feel like a burden.

Product Research 115

Product Research Reporting Tools Data Visualization Product Manager 115

Product Innovation Educators

NOVEMBER 14, 2022

One of the barriers to high performance is creating documentation. The emotions associated with teams creating documentation, which is a conduit to sharing knowledge, were very negative. It takes a long time to create documentation. You go through your process and we create the documentation for you.

Product launches 254

Product launches Development Team Review Technical Review Customer Feedback 254

Userpilot

MAY 8, 2024

In-app messaging tools are powerful communication channels that improve app retention and enhance brand loyalty. As smartphones increasingly become central to the routine life of the modern person, in-app messaging enables you to engage your audience with just-in-time support. Intercom – best chatbot tool for in-app messaging.

Analytic Tools 105

Analytic Tools Feedback Software Data Visualization Reporting Tools 105

Product Innovation Educators

JANUARY 6, 2025

” She found that being vulnerable about what she didn’t know actually added value to the team. Beyond handling escalations, Kim found herself hosting customer development partner groups, speaking at industry events, and participating in strategic sales calls.

Reporting Tools 266

Reporting Tools Customer Communications Analytic Tools Leadership 266

The Product Guy

APRIL 9, 2019

In my company, we review a living document with our management chain on a quarterly basis to align business direction for the short-term (immediate one to two quarters) to the long-term (two to five years). The more I apply the strategy, the louder the message becomes. Make a list of the scope and the challenges to your product.

Feedback Software 372

Feedback Software Analytic Tools Technical Advisors Strategy 372

Userpilot

JANUARY 20, 2024

How can message mapping support your company’s communication with customers and drive product engagement ? We also show you how to create a message map for your SaaS! Utilizing message mapping ensures all team members’ alignment in their communication across various channels. Let’s get to it! Book the demo!

Messaging 100

Messaging User Testing Research Software Analytic Tools 100

The Product Guy

FEBRUARY 26, 2019

I’ve used a few additional supporting communications + documentation that help. Keep it short: use GIFS to help explain points and use short, powerful snippets* to get a key message across quickly (politicians tend to be effective at this, even though it often comes at the cost of painfully oversimplifying matters). About Nick Eckhart.

Roadmap 337

Roadmap Reporting Tools Data Visualization Feedback Software 337

Intercom, Inc.

MARCH 2, 2018

I wrote our docs , hosted our webinars , created our help videos and managed our outbound messaging to customers. Minimum viable documentation. No matter what product you’re taking to market, chances are you’ll need some amount of documentation to support it. I wore many hats.

Customer Experience 218

Customer Experience Marketing Webinar Demo 218

The Product Coalition

JANUARY 16, 2022

Have a communication policy outlined for your team There are so many enterprise tools available today ranging from email to instant messaging. set simple rules ( e.g. leverage email for non-urgent communications, instant messaging for urgent messages, & meetings for decision-making) and get alignment from your team to follow them.

Product Manager 198

Product Manager Product Management Document Leadership 198

Userpilot

NOVEMBER 28, 2024

All you need to do is to head to the documentation and copy-paste one line of code. It’s perfect if you want to go beyond just watching sessions and take action on what you learn (such as finding user frustrations in the onboarding process , triggering in-app messages , etc.). Looking for an Alternative for Mixpanel Session Replay?

Data Visualization 105

Data Visualization Analytic Tools Reporting Tools Customer Feedback 105

Intercom, Inc.

JUNE 22, 2018

Assign each document to its closest point. Choose ‘K’ new points, from the ‘average’ of all documents assigned to each point. Until documents’ assignments stop changing. Converting customers with the right message at the right time. Does your app have a message schedule? Choose ‘K’ random points.

Artificial Inteligence 223

Artificial Inteligence Feedback Software Data Visualization Customer Feedback 223

Mind the Product

APRIL 30, 2020

Grammarly is an AI-powered writing assistant that can check documents for grammatical and spelling errors via an app and Chrome extension. The seamless onboarding process helps users to become familiar with Grammarly’s features through a sample document without needing a project to be ready for proofreading. Hick’s Law.

Data Visualization 235

Data Visualization Customer Experience Product Manager Product Management 235

Alchemer Mobile

NOVEMBER 8, 2022

also comes with new default UI styles for all consumer-facing Apptentive interactions, including the Love Dialog, Surveys, Notes , and Message Center. Developers will find both our iOS and Android SDKs well documented and straightforward to integrate. Modernized, WCAG-Compliant Interactions. Apptentive SDK 6.0 Fast and Easy Migration.

Product Research 244

Product Research User Testing Feedback Software Feedback Loop 244

Folding Burritos

FEBRUARY 13, 2018

The main goal was to show that by thinking about what , when and to whom we need to communicate , we can find different ways to get the message across without spending so much time on it. Hence, it’s critical that you choose a communication medium where you know they’ll have easy access to the information.

Data Visualization 397

Data Visualization Reporting Tools Technical Review Customer Experience 397

Userpilot

APRIL 16, 2025

The message feels careless, and the customer loses trust. To maintain that standard, you need clear naming conventions, event tracking , and documentation that everyone can access. Build internal documentation hubs. For example, if a customer downgrades after a billing issue, support might log the interaction.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Intercom, Inc.

AUGUST 18, 2020

Our new Articles API lets you keep all of your help documentation up-to-date and in sync across multiple platforms. You can also anticipate points where users may need a little extra help and encourage them to start a conversation with support – right from the carousel message. An app for (almost) every problem.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Alchemer Mobile

MAY 17, 2022

Message centers do exactly that by providing a two-way channel where customers can relay feedback, while giving you the opportunity to respond directly. By quickly addressing customer feedback through a message center your customers are more likely to feel heard, and less likely to take their potentially negative experience to app stores.

Feedback Software 246

Feedback Software Research Software User Testing Reporting Tools 246

Intercom, Inc.

FEBRUARY 2, 2022

Document this step with in-depth notes, seeking feedback from contributors. Link all relevant documents and resources to provide a holistic overview of the topic. it might be a written document, presentation, data analysis, design, video, etc.). Screenplay: The story you will tell. Editing: Stitching it all together.

Data Visualization 220

Data Visualization User Testing Technical Review Magazine 220

Intercom, Inc.

APRIL 13, 2021

Our search clusters contain more than 200TB of customer data, store more than 100 billion documents and, on at the peak on an average day, serve more than 13 million queries every minute.

Reporting Tools 249

Reporting Tools Data Visualization Customer Experience User Testing 249

Intercom, Inc.

MAY 26, 2022

Clarify your messaging. Are there places where your message is unclear, vague, or too complex? Be sure to continuously use your FCR data to revisit training and equip your team with the internal documentation and resources they need to best support your customer base. Err on the side of caution, and remember, clear is kind.

Data Visualization 210

Data Visualization Customer Satisfaction Product Research Customer Experience 210

Intercom, Inc.

OCTOBER 22, 2019

As you can see, at various points in the customer lifecycle, you should send different types of messages in different channels, all tailored to the customer’s behaviour. “Consider how best to deliver that message – whether it’s by email, in-app message or even with a Product Tour” Who are the different segments you want to reach?

Onboarding KPIs 200

Onboarding KPIs Customer Experience Messaging Framework 200

Intercom, Inc.

JUNE 11, 2019

By offering reassurance and guidance via the welcome page – and following up with onboarding messages or a product tour – you’re helping users feel more confident about taking the first step. Use in-app messages on your welcome page to greet new users and let them know where they can find learning resources or contact support.

User Testing 203

User Testing Customer Experience Data Visualization Download 203

Product Talk

AUGUST 16, 2023

Next, Welena prepared a document with a list of potential questions. Tweet This Recruiting Participants from the CDH Community and Overcoming Initial Challenges Once Teresa gave Welena the green light, she posted a generic recruitment message in the #general channel and prepared a list of schedules for members to choose from.

Product Research 205

Product Research Weak Development Team User Testing Customer Experience 205

Intercom, Inc.

JUNE 10, 2019

It powers everything from article, conversation and user search to reporting, billing, message delivery and even our internal log management and analytics. Elasticsearch have good documentation around version upgrades. 10k document per second peak ingestion rate. 4k document per second peak search rate. billion documents.

Reporting Tools 35

Reporting Tools Data Visualization Analytic Tools Software Review 35

Intercom, Inc.

DECEMBER 17, 2018

If you have a physical product that’s frequently returned, you can start a visitor auto message on the return page with a link to your FAQs. If you have a software product, and customers frequently need help during setup, trigger an auto message in your Messenger during this process. They might be: Your checkout. A pricing page.

Research Software 217

Research Software Reporting Tools User Testing Feedback Software 217

Intercom, Inc.

NOVEMBER 2, 2020

For example, Slack clearly exposes itself, where it’s possible to discern the underlying system by looking at it – there are channels, inside each channel there’s a stream of messages, each message can have a thread, etc. Can the correct user mental model be expressed via the UI?

Feedback Software 289

Feedback Software User Testing Customer Feedback Customer Experience 289

Mind the Product

FEBRUARY 5, 2020

He’s worked with businesses that have used plenty of other tools – like Amazon Narrative for example – to guide their communication and process: “You find they’ve spent weeks on these documents, whether they’re decks or narrative memos, so by the time these things are shared they feel so finished that people don’t give good feedback.

Feedback Software 227

Feedback Software Vision Document Consulting 227

The Product Coalition

MARCH 27, 2020

Slack is a channel-based messaging platform We use channels to organize our work into focused, easily searchable conversations?—?for I was delighted to find that pinning items (files, messages, etc.) No matter which office someone is in, I can add a reaction emoji (“reacji”) to their messages.

Feedback Software 167

Feedback Software Research Software Reporting Tools Technical Review 167

The Product Coalition

FEBRUARY 2, 2022

Or “ where can I find a good strategy document from another company I can inspire on? ” But the strategy document has a very concrete communication goal : it must signal to every reader the most important topic you are trying to focus on with this “new” strategy. In theory, this sounds like a great question to ask!

Strategy 172

Strategy Document User Testing Messaging 172

Intercom, Inc.

JULY 17, 2019

As the cycle progresses, we’ll try out new features, document its functionality, and develop best practices for it. With multiple people working on your team – especially as your company grows – you might start spotting inconsistencies between your documentation that have a real impact on the customer experience.

User Testing 245

User Testing Customer Feedback Customer Experience Product Research 245

The Product Coalition

DECEMBER 3, 2021

Working of Biometric consent verification The Biometric Identity Verification method differs from other verification methods as it utilizes the user’s biometric capabilities and scans the document using OCR technology which extracts the document and the text of the document that identifies the user.

Artificial Inteligence 158

Artificial Inteligence User Testing Document Banking 158

Intercom, Inc.

APRIL 8, 2019

Do you recall the first time you participated in a group message in WhatsApp and you suddenly realized this was nigh-on impossible to achieve in your phone’s native SMS app? Here at Intercom, we’ve conducted research to identify the “aha” moments in our Messages product. Does discovering that value spark delight in users?

Product Research 188

Product Research Onboarding KPIs User Testing Research Software 188

The Product Guy

SEPTEMBER 25, 2017

My Polish teammates and I communicated through email and skype messages constantly, so initially, there never felt like a real need for a standup. Don’t get me wrong, we communicated pretty frequently – emails, Skype chats, and a few weekly video chats.

Product Manager 277

Product Manager Product Management Technical Review Management 277

Intercom, Inc.

APRIL 7, 2020

Support teams who use proactive messaging report that inbound volume has risen by just 38%, compared to an increase of 72% reported by teams who don’t”. Companies are responding by proactively messaging customers to provide the information and reassurance they need. Their SVP of Customer Experience Margaret K?dziora

Customer Experience 217

Customer Experience Reporting Tools Research Software User Testing 217

Userpilot

APRIL 16, 2025

Help center software is an umbrella term for tools that help you quickly spot trends in user issues, keep documentation updated, and guide users in real-time. Instead of juggling countless email threads or Slack messages, you manage everything from a central dashboard. What are the different types of help center software?

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Customer Communications 52