Intercom, Inc.

NOVEMBER 30, 2021

An integrated knowledge base and chatbots so you can empower your customers to self-serve and get instant answers. Intercom is an all-in-one Customer Communications Platform that empowers you to build better customer relationships through personalized, messenger-based experiences across the entire customer journey. Team Inbox.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

TechEmpower - Product Management

OCTOBER 9, 2023

Artificial Intelligence (AI), and particularly Large Language Models (LLMs), have significantly transformed the search engine as we’ve known it. Moreover, LLMs come equipped with an extensive knowledge base derived from the vast amounts of data they've been trained on.

Artificial Inteligence 138

Artificial Inteligence Generative AI Feedback Software Data Visualization 138

Userpilot

NOVEMBER 30, 2022

Have you ever wondered why companies invest so much time and effort into their customer service knowledge base? In this article, we’re going to go over all the benefits, best practices, and software that you need to make a world-class self-serve knowledge base ! What is a customer service knowledge base?

Feedback Software 96

Feedback Software Analytic Tools Reporting Tools Data Visualization 96

Userpilot

APRIL 11, 2023

Creating a robust knowledge base to provide 24/7 support that exceeds customer expectations. Create a knowledge base that combines different resource formats and helps users troubleshoot at any time. Your knowledge base should be easy to find and should be structured into modules or according to JTBDs for easy navigation.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization User Testing 98

Gainsight

FEBRUARY 28, 2024

Online customer communities are the perfect self-service destination for everyone who uses your product to come together, solve problems, and share innovative solutions that your engineers may not have even thought of yet! from one powerhouse search engine.

Feedback Software 52

Feedback Software Customer Feedback Customer Experience User Testing 52

Lenny Rachitsky

FEBRUARY 20, 2024

Nat Friedman (former CEO of GitHub) and Daniel Gross (former Y Combinator partner) are investing $100 million in a startup called Magic that’s looking to replace engineers. Prominent engineers are worried. This means anyone on our team can write well, whether they’re a product manager, designer, or engineer.”

Data Visualization 136

Data Visualization ChatGPT Reporting Tools User Testing 136

Intercom, Inc.

AUGUST 13, 2019

Our bots use AI to provide customers with links to existing resources, like knowledge base articles and FAQs. Chat is faster than email, more personal than knowledge bases, and way less frustrating than shouting into an automated phone system. One of the most popular automated support options here at Intercom is chatbots.

Data Visualization 279

Data Visualization Customer Experience User Testing Customer Feedback 279

Atlassian

FEBRUARY 9, 2022

It took some really bright minds to bring it all together – a collaborative effort involving Business Systems, People Tech, Intelligent Automation, Customer Support Tech, Workplace Tech, Data Engineering, GDPR Compliance IT, Content Platform, Customer Account, and Support Systems Interface, Sales Technology, and Marketing Engineering.

Data Visualization 75

Data Visualization Reporting Tools Analytic Tools Customer Experience 75

Gainsight

MAY 24, 2023

Gainsight Digital Hub Digital Hub is one integrated experience for your clients—on the web and in-app—for knowledge base, self-service, community, product requests, Success Plans, and more. Some of your biggest clients don’t need a QBR anymore. CS 2023 Is Agile and Fast You need to start fast and scale quickly.

Research Software 52

Research Software Product Research User Testing Agile 52

The Product Coalition

MAY 18, 2022

Thus, custom software development and engineers face the same challenges faced by the market demand. Most software engineers work in custom software development firms, so it’s easier for them to see which parts need continuous improvement. It’s also suitable for knowledge-based work such as software development.

Reporting Tools 135

Reporting Tools Software Developers Software Development Feedback Software 135

The Product Guy

APRIL 18, 2019

Build rapport and engage with their engineers. It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. . > What are some items that great product managers do every day?

Customer Feedback 140

Customer Feedback Engineering Customer Experience Product Management 140

Userpilot

JULY 11, 2022

Userpilot is a code-free solution that allows you to create in-app guidance and in-app knowledge bases to provide self-support and enhance the customer experience. These are: Userpilot – for in-app guidance and in-app knowledge bases. The capabilities of Userpilot extend beyond in-app guidance and knowledge bases.

Reporting Tools 98

Reporting Tools Feedback Software Customer Experience User Testing 98

Userpilot

DECEMBER 19, 2022

B2B marketing expenses can vary wildly depending on whether you’re building a brand on social media, investing in content, or targeting enterprise customers with account-based marketing. If most of your leads and new users are coming from your content marketing efforts then it could be time to double down on search engine optimization.

B2B 104

B2B User Testing Research Software Analytic Tools 104

Intercom, Inc.

JANUARY 20, 2021

Your knowledge base is a living entity, just like your product. At Intercom, everyone gets a look in – from the product team, to our engineers, and of course, our customers. The more excited you feel while writing, the more motivated your customers will be to learn and progress. Revisit your content often.

User Testing 232

User Testing Customer Feedback Customer Experience Embedded Analytics 232

Userpilot

APRIL 26, 2022

Pendo doesn’t come with Live Chat and Knowledge Base options. You could add multiple content types and group them however you like: Integrate your knowledge base. It’s built with a search functionally that includes searching both the Resource Center content and other external knowledge bases.

Embedded Analytics 98

Embedded Analytics Analytic Tools Feedback Software Data Visualization 98

Usersnap

APRIL 29, 2023

This is possible thanks to the vast knowledge base that it was trained on and its advanced large language model. How is ChatGPT different from a search engine? The difference between ChatGPT and a search engine is based on how they function and the data they provide.

ChatGPT 105

ChatGPT Feedback Software Artificial Inteligence Reporting Tools 105

The Product Coalition

MARCH 12, 2022

Improvise your existing knowledge base solutions by incorporating natural language processing and predictive analytics into a CRM database. Engineers have created self-driving cars, autonomous weapons, smart virtual assistants, and even robotic surgical assistants. But of course, not all jobs will disappear. Or so it seems.

Artificial Inteligence 157

Artificial Inteligence Data Visualization Analytic Tools Research Software 157

Userpilot

JULY 24, 2023

To see how to integrate the Zendesk chat widget and search engine in Userpilot's resource center, book the demo! Moreover, Userpilot allows you to integrate the Zendesk engine to search its knowledge base. You do it by enabling the search option in the resource center and choosing Zendesk as the search engine.

Embedded Analytics 89

Embedded Analytics Data Visualization Analytic Tools Feedback Software 89

Userpilot

OCTOBER 17, 2023

Customer service data can be sourced from multiple touchpoints including customer support calls, emails, social media interactions, live chat transcripts, and interactions with your knowledge base (like in the screenshot below). Tracking knowledge base interactions with Userpilot.

Data Visualization 93

Data Visualization Analytic Tools Feedback Software Research Software 93

Userpilot

JANUARY 20, 2024

Depending on the problem, you may seek input from data analysts , customer success managers , developers/engineers, or the sales and marketing teams. Documenting the RCA process helps you avoid going around in circles and build a knowledge base that can inform future decision-making and process improvements.

Feedback Software 113

Feedback Software Analytic Tools Research Software User Testing 113

Intercom, Inc.

AUGUST 26, 2020

While it’s clear that tools like knowledge bases , phone support , and ticketing systems deliver immense value to frontline agents and customers, what’s concerning is 46% of support leaders believe their current tech stack actually holds them back from achieving their goals. Are you ready to join them?

Customer Experience 233

Customer Experience User Testing Research Software Reporting Tools 233

Gainsight

AUGUST 31, 2022

This mindset is as relevant to CX and CS managers as it is to sales reps because CX is a major growth engin e for your business. You may have more revenue in your install base than your bookings target for the year, and a big piece of that revenue consists of expansion dollars. Build up your support function.

Data Visualization 52

Data Visualization Sales Training Customer Experience Construction 52

The Product Guy

OCTOBER 31, 2016

I see it as derived from a desire to commit to doing to the best we can, but product managers should realize that people outside of software engineering don’t understand the dates we talk about are often estimates. We always commit to delivering products in ambitious timescales which can invariably put our backs up against the wall.

Product Management 126

Product Management Product Manager Certifications Management 126

Userpilot

JUNE 28, 2023

The user onboarding challenge CEO Arlo Gilbert noted that creating and fine-tuning pop-ups on Osano was a slow, expensive process prior to adopting Userpilot as the engineering team would need to wait for his feedback and then manually go back in to make each change.

Onboarding KPIs 87

Onboarding KPIs Feedback Software User Testing Analytic Tools 87

Gainsight

JUNE 11, 2021

The most successful communities also operate as a knowledge base and center for feedback. Building a High-Touch Engagement Model with a Horizontal Product starring Sylvie Woolf, Global Head of Customer Success & Solutions Engineering at Front. And the key to that? Major Takeaways: Your horizontal CSM can be trapped.

Reporting Tools 91

Reporting Tools Research Software Onboarding KPIs Data Visualization 91

ProductPlan

AUGUST 22, 2019

It’s time for your engineers to put on the headlamp. And few things are more time-consuming for your engineers than trying to reproduce a bug and find the source of the problem. When engineers can see exactly what the error looks like to the user and exactly what caused it, they no longer have to waste time on trial and error.

Customer Feedback 53

Customer Feedback Customer Experience Data Visualization Feedback Software 53

The Product Coalition

JUNE 22, 2020

This is where you should work closely with your data and engineering teams? This can be solved by having a basic product discovery knowledge base in place, especially for qualitative insights. Next up, how to create a product discovery knowledge base for your company. Get in touch.

Customer Experience 78

Customer Experience Product Research Data Visualization Embedded Analytics 78

People-First Product Leadership

SEPTEMBER 17, 2023

Are there adjustments to the product development lifecycle you recommend based on your experience? Individuals are likely to recommend others for you to speak with as well. Each person will have contributions (prior project experience, observations, etc).

Research Software 52

Research Software Data Visualization Analytic Tools Feedback Software 52

Revulytics

OCTOBER 2, 2018

We’ve also established an absolute requirement for every new product to be integrated with Revulytics upfront, so we start each product’s journey by building that knowledge base from day one. What are some of your biggest learnings so far?

Data Visualization 71

Data Visualization Analytic Tools Research Software Development 71

Userpilot

NOVEMBER 17, 2021

This was in response to a challenge the engineering team experienced when writing documentation for one of their enterprise products. Over time, the company has built an extensive knowledge base that constantly attracts people looking for the solutions it offers. For example, Document360 was built to house complex documentation.

Customer Experience 96

Customer Experience User Friction Enterprise Document 96

Userpilot

SEPTEMBER 25, 2023

Here are some of the tactics they might use: SEO content marketing – creating valuable and engaging content that ranks high in search engine results and attracts customers. User training resources – video tutorials , knowledge base modules, and webinars to help users make the most of your product.

Analytic Tools 100

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 100

ProductPlan

FEBRUARY 15, 2022

Managing projects related to feature development and maintenance that sit within the product, engineering, and design teams. Work with Product Management and Engineering to define, scope, and create new features to improve the classification & categorization engine. Monitor system performance and calculate success metrics.

Data Visualization 97

Data Visualization Reporting Tools Analytic Tools Research Software 97

Userpilot

OCTOBER 26, 2021

Under that umbrella, you have: Engineering as the people who physically write the code for the product. Most SaaS companies will be familiar with the idea of a knowledge base, which is a repository of help articles that resides on a specific sub-section of your website. Resource center widget.

Customer Experience 97

Customer Experience Analytic Tools Feedback Software Onboarding KPIs 97

The Product Coalition

JULY 11, 2017

The product manager of today is wearing many hats, using a broad knowledge base to define the problem-solution-fit, make trade-off decisions, bringing together cross-functional teams, ensuring alignment between diverse functions, while still commanding the respect of engineering. A heavily aspirational title and role to have.

User Testing 60

User Testing Customer Feedback Customer Experience Finance 60

BrainStation Product Management

NOVEMBER 27, 2018

Across North America, PMs come from a variety of educational backgrounds, including degrees in communications, marketing, and engineering, among others. On top of that, they’ll need to be able to speak the language of developers, engineers, designers, marketers, and more. Product management as a whole is the exact opposite.

Product Management 68

Product Management Product Manager Weak Development Team Certifications 68

Userpilot

JULY 20, 2023

TL;DR A customer self-service portal is a platform where customers can find information and solutions about your product through a knowledge base , AI chatbot , or using an automated task management platform. HelpJuice for businesses who need a knowledge base tool with a complete set of features right up front.

Embedded Analytics 98

Embedded Analytics Reporting Tools Data Visualization Analytic Tools 98

UX Studio: Product Management

JUNE 22, 2021

You might be an engineer writing code, a designer drawing easy-to-use interfaces, or a marketer promoting what you build. All product team members — designers, engineers, marketers, everyone — should have a real relationship with the customers they serve. The two jobs everyone has to do in a product team.

Data Visualization 130

Data Visualization User Testing Analytic Tools Weak Development Team 130