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How support leaders measure (and improve) the quality of their customer support

Intercom, Inc.

85% of customer service teams now offer proactive help, in the form of things like in-app onboarding , outbound messaging , or notifications. So what’s the problem with the support metrics that most teams have been using up until now? Proactive support is on the rise.

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SaaS User Onboarding Funnel 101: Map, Analyse, and Improve Your Conversion Rates

Userpilot

Giving users a great first impression is critically important, so defining an effective SaaS onboarding funnel has got to be a priority for any product manager. In this article, we’re going to dig deep into the world of customer onboarding. Next, you’ll want to analyze how your onboarding funnel is working.

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How to Write Great Product Specifications

The Product Coalition

A flexible framework for one of today’s most important business documents “A great product manager has the brain of an engineer, the heart of a designer, and the speech of a diplomat.”?—?Deep Just like the role of a product manager can vary significantly from company to company, so can? So what goes into a product spec?

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How to Deliver a Better Product in Terms of Usability and User Experience?

Userpilot

If you’re a UX designer or product manager wondering how to deliver a better product in terms of usability and user experience, this is the article for you. Card sorting and fake door testing are useful testing methods before the product launch. Let’s get right to it! Let’s get right to it!

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New Course: Mastering Product Management

Sachin Rekhi

For years now loyal readers have been asking me to package up my learnings on product management into a cohesive course on the subject. So in 2020, I took a survey of all the available product management courses out there. There were plenty of courses introducing product management to those new to the role.

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Customer Activation Funnel: How to Get New Users to Experience Value

Userpilot

An effective customer activation funnel can be an extremely powerful way to channel new customers through your product and get them to experience value fast. In this article, we’ll explore what customer activation is, how to unlock it within your own product, and the best tactics, techniques, and onboarding tools for the job.

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How to Conduct a User Flow Analysis? A Step-by-Step Guide

Userpilot

In this guide, we’re going to break down what a user flow is, explain how to analyze the process, set out how to identify and capitalize on opportunities, and share the tools that’ll help you drive product growth. To conduct user flow analysis in your own product, there’s a handy framework to work from.