Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. Instead of deflecting conversations, your team can prevent common issues from occurring in the first place.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Intercom, Inc.

NOVEMBER 17, 2021

Customer feedback: We need transactional emails, like for example password recovery and that kind of thing. Customize your outbound emails with email editor improvements. Improvements to the email editor mean you get more control over the outbound emails you send. Is it possible to do this with Intercom? New permissions.

Customer Feedback 222

Customer Feedback Data Visualization Customer Experience User Testing 222

Intercom, Inc.

JUNE 21, 2018

GDPR is one of those things, for example, (that would have been difficult). Is it transitioning from inbound to outbound sales? Max: For the most part, it’s outbound efficiency. For example, you’ll have a company that sells CFO software, and they want to hire someone with relevant experience, so what do you do?

Outbound 183

Outbound Technical Advisors Weak Development Team Customer Experience 183

Product Innovation Educators

MAY 10, 2021

In organizations where product management is not well-understood, the PdM role blurs between project management and outbound marketing, and PdMs are usually under engineering teams or marketing teams. It’s a challenging role because it requires influential capacity, and it’s even tougher when no one understands product management.

Outbound 200

Outbound Product Management Product Manager Finance 200

Intercom, Inc.

NOVEMBER 30, 2021

Here’s an example of key goals and metrics to consider. To achieve this seemingly elusive balance, it connects these three support layers and core capabilities: Proactive support that helps you get ahead of known problems before they reach your team using outbound messages , product tours , and mobile carousels.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Product Innovation Educators

APRIL 3, 2023

13:42] Have you seen any shifts from outbound (getting information to people, e.g., billboard, advertisement) to inbound (people coming to you, e.g., on social media) marketing? For example, one strategy is to target consumers in the right context. 17:02] Can you give an example of newer measurements?

Data Visualization 267

Data Visualization Marketing Advertising Analytic Tools 267

Intercom, Inc.

APRIL 4, 2019

Using data to drive outbound sales. This meant that when Jeanne wanted to get an outbound sales program off the ground, she had to get creative. Rather than hire a dozen reps to focus exclusively on outbound, she used data science to supercharge the workflow of her existing team. “We

Weak Development Team 162

Weak Development Team Outbound User Testing Research Software 162

Intercom, Inc.

MAY 25, 2022

For example, each year on Black Friday, as many of our customers hit their busiest period, our infrastructure scales to match without human intervention. . Search underpins a whole host of core Intercom features – Inbox Views , API , Articles , the user list, Outbound , Reporting , Resolution Bot , and our internal logging systems. .

Reporting Tools 252

Reporting Tools Customer Experience Data Visualization Software Review 252

Intercom, Inc.

MARCH 10, 2022

Address things like “rage clicking” directly with real-time, outbound messages to your customers to help them preemptively resolve issues. Features like outbound messages or banners are not just great for support, but marketing and sales teams can also reap the rewards of a proactive approach. Sense their frustration?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Intercom, Inc.

NOVEMBER 4, 2020

For example, if customers are on the checkout page for a few minutes, they might have questions about your shipping times, returns policy, or something else. You can trigger an outbound message that links to your top FAQs related to purchasing so they get the relevant information upfront and don’t feel the need to message your team.

Customer Experience 228

Customer Experience Technical Review Data Visualization Outbound 228

Intercom, Inc.

SEPTEMBER 8, 2021

With Intercom, the team can identify which customers are online and affected by a temporary outage or issue and send targeted outbound messages to proactively communicate with those affected to let them know that they’re aware of the issue and working on a fix. “By Outbound Messages.

Reporting Tools 237

Reporting Tools Inbound Customer Experience Data Visualization 237

Intercom, Inc.

OCTOBER 30, 2018

The most common way to think about leads is to put them in two buckets: inbound and outbound. And unlike your visible pipeline of inbound and outbound leads, your invisible leads can’t be called or emailed. For example, is it companies of a certain size or type? The first is owned by marketing and the second by sales.

Research Software 146

Research Software Outbound Inbound Data Visualization 146

Intercom, Inc.

SEPTEMBER 4, 2019

” A few examples of sales coaching methods that we use at Intercom include: Shadowing customer calls or meetings: Reps tag along on a lead’s call or customer visit and directly observe successful sales methods and communication styles. Example data sheet that I ask my reps to fill out. Download the template here.

Weak Development Team 175

Weak Development Team Data Visualization Outbound Sales Training 175

Lenny Rachitsky

JANUARY 16, 2024

Examples include Snowflake, Slack, and Jira. Bottom-up B2B SaaS with seat-based pricing Examples: Figma, Slack, Zoom, Adobe Creative Cloud, Asana, Jira. B2B SaaS businesses typically monetize in one of two ways— per seat (e.g. Slack) or by usage (e.g. salespeople sell the product into company leaders, as with Salesforce and Box).

User Testing 138

User Testing B2C Outbound Feedback Software 138

Intercom, Inc.

DECEMBER 3, 2020

We are principally responsible for the messaging and outbound products, so that’s how I’ve been involved in this product series. Firstly, we had this product called Campaigns that we used it to orchestrate outbound messages. It didn’t provide any visual cues for the customers to check their outbound messages.

User Testing 152

User Testing Feedback Software Data Visualization Research Software 152

The Product Coalition

JULY 25, 2021

This is especially true when the requirement to grow comes from an external source, like their manager for example. In the examples I gave above, you can talk about how to make the impact at the magnitude they want to make, management buy-in is a must. don’t always find it easy to try new things or challenge themselves.

Weak Development Team 158

Weak Development Team Product Management Product Manager Outbound 158

Intercom, Inc.

JUNE 13, 2022

For example, you can segment your NPS® scores by region, product feedback by user persona, churn reasons by subscription type, and more – enabling you to better understand your customers and quickly take action based on their feedback. Check out what you can achieve with these latest additions in detail below.

Data Visualization 197

Data Visualization Product Research Reporting Tools Feedback Software 197

Intercom, Inc.

JULY 26, 2022

What is an example of conversational AI? Some common examples include: Chatbots , which perform tasks such as greeting website visitors, starting new conversations, asking follow-up questions, offering product tips, capturing sales lead data, and routing customers to the correct support channels. Why use conversational AI?

Artificial Inteligence 118

Artificial Inteligence Customer Experience Outbound Inbound 118

Intercom, Inc.

AUGUST 27, 2018

Whether you’re dealing with an inbound or outbound lead, this is a softball question that helps uncover your prospect’s motivations for checking out your product. Here’s an example of an answer I got: To hit quota, we need to prioritize our pipeline. For inbound leads I tailor the question to ask, “What drove you to request a demo?”

Product Research 150

Product Research Outbound Inbound User Testing 150

Product Innovation Educators

MAY 10, 2021

In organizations where product management is not well-understood, the PdM role blurs between project management and outbound marketing, and PdMs are usually under engineering teams or marketing teams. It’s a challenging role because it requires influential capacity, and it’s even tougher when no one understands product management.

Outbound 156

Outbound Product Management Product Manager Finance 156

The Product Coalition

MAY 23, 2022

Inbound and outbound discoveries can happen in the following ways: Inbound: Search engines Real-time presence Community-driven content Outbound: Display advertising Notifications Emails and social media 3. For example, you can play a game employing spatial computing against the backdrop of your immediate real-world surroundings.

Customer Experience 157

Customer Experience Inbound Outbound User Testing 157

Userpilot

AUGUST 31, 2023

For example, in e-commerce, sales can happen at the first visit. For example, if you just secured funding or hit a huge milestone, don’t just post it on social media; have someone from your team reach out and see if you can get the story out. A good example of this is Userpilot’s annual Product Drive.

Research Software 110

Research Software Feedback Software Analytic Tools User Testing 110

Intercom, Inc.

APRIL 24, 2018

For example, we found in 1 in 7 Messenger conversations, people were sharing links to other work tools. Very soon we’ll add the ability for our Operator bot to automatically insert apps based on criteria you define, and for you to insert apps into outbound auto messages. The App Store.

Customer Experience 223

Customer Experience Customer Communications Outbound Customer Feedback 223

Intercom, Inc.

OCTOBER 1, 2019

I shared a deeper look at how we run our sales organization – everything from how we keep our top reps motivated to why we take a highly targeted approach to outbound sales. In this example, the buyer decided to go with option two: an annual contract, upfront payment, and enterprise plan. Short on time?

Outbound 155

Outbound User Friction Demo Enterprise 155

Intercom, Inc.

JUNE 22, 2020

Chats and Posts: In Intercom, you can send outbound chats and posts in both mobile and desktop apps. This could be as simple as highlighting their accomplishments or milestones, for example: “You’ve sent 100 messages this month! There are several different types of in-app messages you can send : Types of in-app messages.

Feedback Software 235

Feedback Software Messaging User Testing Customer Experience 235

Userpilot

MARCH 7, 2024

Outbound marketing funnel reports help organizations evaluate the impact of and refine their outbound processes, for example, cold emailing. Finally, step 8 is about optimizing the conversions , for example, with in-app experiences that guide users through the funnel steps. Book the demo! Funnel filters in Userpilot.

Data Visualization 105

Data Visualization Reporting Tools Analytic Tools Customer Experience 105

Intercom, Inc.

MAY 13, 2022

Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone. How do call centers work? There are a few types of call centers, and depending on the business need can be small or large.

Reporting Tools 118

Reporting Tools Outbound Inbound Customer Experience 118

Intercom, Inc.

MARCH 10, 2020

We send automated outbound messages based on actions that the user has taken (or not). Team challenges – for example, remote power hours or gif competitions. Our recently launched Resolution Bot helps us tackle 4% of all customer issues, which translates to $400,000 saved annually. -->. Proactive support. Help Center.

Customer Experience 220

Customer Experience Customer Feedback User Testing Feedback Software 220

The Product Coalition

FEBRUARY 9, 2021

The book gives some examples and approaches that may seem dated, but the fundamentals it puts forward are timeless. Builds the case for outbound sales and provides an approach to put it into practice. How to Master the Art of Selling by Tom Hopkins?—?Gives Gives the foundations of selling.

Books 187

Books User Testing Product Research Inbound 187

Mind the Product

MARCH 7, 2019

Mailchimp, for example, has leveraged this strategy aggressively, and arguably was ahead of its competitors in pushing integration. Maintain Good Data Quality for Outbound Integrations. Integrations also expose the depth and breadth of an SaaS product that may not be immediately apparent. It is essential to plan for these.

Reporting Tools 187

Reporting Tools Data Visualization Customer Experience User Testing 187

Intercom, Inc.

AUGUST 18, 2020

Example of the search-only Messenger launcher icon. Improve your outbound messages with new message versioning. Customers who only have access to your Help Center will see a search icon instead of a chat icon on Messenger launcher. You can also prevent customers from re-opening closed conversations in your mobile app.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Intercom, Inc.

DECEMBER 20, 2018

Sujan: Mailshake is an outbound sales tool. ” “There is a lot of valuable information you can get from people on the front lines – especially sales people who can relay that back to marketing” Here’s a good example of this. There’s one I’m really interested in: Mailshake. And we continue to optimize them.

Outbound 151

Outbound Customer Experience User Testing Data Visualization 151

Intercom, Inc.

MARCH 2, 2018

I wrote our docs , hosted our webinars , created our help videos and managed our outbound messaging to customers. For example, for a dating app the activation steps might be to: Answer all profile questions. Bootstrapping “Product Education” When I first joined Intercom, my role didn’t really have a name. I wore many hats.

Customer Experience 218

Customer Experience Marketing Webinar Demo 218

Intercom, Inc.

MARCH 14, 2018

An example of this was enabling customers to capture an email and replace the standard conversational reply on outbound messages. Below is an example of how to codify beta feedback: Column 1 – Original feedback or comment. Not every feature you build will require a beta. Column 2 – Type (e.g.

User Testing 223

User Testing Customer Feedback Data Visualization Feedback Software 223

Intercom, Inc.

JANUARY 17, 2023

Examples include: Offering defaults and templates when creating outbound messages . Choose from a range of templates, or create your own outbound message from scratch. Enabling different filters on reports (e.g. Tickets report ) . The option to build a custom report . Striking the balance within a complex product.

Reporting Tools 118

Reporting Tools Feedback Software Data Visualization Outbound 118

Intercom, Inc.

MARCH 28, 2022

When a prospect is intrigued by your outbound marketing and reaches out to your support team to ask a question, is that a marketing, sales, or support issue? Unfortunately, this is another example of customer expectations going unmet. The answer is yes – it’s both. Yes, yes, and yes – it’s everyone’s business.

Reporting Tools 228

Reporting Tools Customer Communications Data Visualization User Testing 228

Intercom, Inc.

JUNE 8, 2021

Outbound messaging (70%). For example, if your team is being measured by how quickly they can close conversations, you might find that your KPIs are prioritizing short-term speed over long-term solutions that are specific to each customer’s use case. Ease of integration with other technologies (76%). Personalization (66%).

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222