Intercom, Inc.

FEBRUARY 1, 2022

At Intercom, we use a framework called the Conversational Support Funnel to deliver efficient, personal support to our customers at scale. With 59% of organizations reporting increased inbound volume , gathering customer feedback will help you to find out and address rising expectations directly.

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

Intercom, Inc.

MAY 6, 2019

Here at Intercom, we worked with The Re-Wired Group early on to apply the Jobs to be Done framework to our product strategy. 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?

Onboarding KPIs 196

Onboarding KPIs Customer Experience User Testing Research Software 196

Product Bookshelf

JANUARY 1, 2021

Bush provides a framework for deciding between freemium, free trial, and demo options. Bush’s framework helps you evaluate your fit and readiness for the model. Examples of product bumpers are: welcome messages, product tours, progress bars, checklists, onboarding tooltips, and empty states. What is product-led growth?

Onboarding KPIs 62

Onboarding KPIs Customer Experience User Testing Software Review 62

Intercom, Inc.

NOVEMBER 20, 2018

The “ Jobs to be Done ” framework is a useful resource to help frame the context from their side of the fence. “You will be better served in the long run if these are viewed more as product collaborators” It can also help shape marketing messaging. What words do they use? Iterate the product based on feedback.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Userpilot

JULY 19, 2021

Send a personalized in-app welcome message when a new user signs up. – think Pirate metrics framework here and the stage you are trying to have an impact on. It allows you to deliver the right message to the right group at the right time. b) Behavioral messaging. Do you need to hold the user’s hand?

Analytic Tools 98

Analytic Tools Research Software Reporting Tools Customer Communications 98

Intercom, Inc.

NOVEMBER 7, 2019

It’s safe to say he’s learned a thing or two about adjusting his message and product for each unique customer persona. “How can I push my message while still capturing existing intent from the market?” Challenges are really about, “How can I push my message while still capturing existing intent from the market?”

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Userpilot

AUGUST 14, 2023

The Pirate Metrics Framework is a great growth marketing framework – covering the 5 stages of acquisition , activation , retention , referral, and revenue. What is the growth marketing framework? You can also trigger upgrade messages when customers reach their usage limits to give them a gentle reminder.

Onboarding KPIs 97

Onboarding KPIs Strategy Marketing User Testing 97

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. Conversational support is the modern way to resolve customer questions through a digital-first, messaging-based interaction.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Userpilot

JULY 22, 2023

Your positioning and messaging attract the right customers Of course, having the right audience in mind isn’t much help if you aren’t able to attract those customers in an effective and targeted manner. The three-stage growth loop framework. Input is the strategies you use to acquire new users. Source: Slack.

Feedback Software 87

Feedback Software User Testing Strategy Onboarding KPIs 87

Intercom, Inc.

MARCH 31, 2021

Below, we share a proven framework and powerful workflows for freeing up your support team’s workload and ensuring only the most high-value, complex queries reach their inbox. At Intercom, we use a framework called the Conversational Support Funnel to deliver efficient, personal support to our customers. Median first response rate.

Data Visualization 213

Data Visualization User Friction Customer Experience Customer Satisfaction 213

Intercom, Inc.

NOVEMBER 27, 2019

A genius inbound marketing strategy. Paddle’s Five Star Framework dispatches with the notion that a company can get by on its product, marketing, or sales alone in a way that will produce massive, meaningful growth. Your messaging is off. Salesforce? Growth requires collaboration, not kingdoms.

Data Visualization 186

Data Visualization Reporting Tools Software Review User Testing 186

Intercom, Inc.

JUNE 23, 2020

Between them our panel offer a 360° view of this important development and allow us to better understand how and why this framework was developed and what it might mean for your business. That sounds like a really robust framework. Kaitlin Pettersen : Global Director of Customer Support. Jane Honey : Senior Director of Product.

Reporting Tools 118

Reporting Tools Customer Experience User Testing Data Visualization 118

Lenny Rachitsky

MARCH 12, 2024

Even better, the messages I get daily from listeners melt my heart. Are there any frameworks, methods, or processes you’ve found to be especially useful in your work that others may find useful, too? Two years in, I’ve learned a ton , and the podcast is consistently a top 10 technology podcast globally , with a 5.0

Technical Review 138

Technical Review Analytic Tools Research Software Feedback Software 138

NextBigWhat

OCTOBER 30, 2020

Objectives and key results (OKR): A goal-setting framework that helps companies set an objective, which is “what I want to have accomplished,” and the key results, which are “how I’m going to get it done.” Bullseye framework: To systematically find the most promising channel. It has a sense of urgency. It has a purpose.

User Testing 52

User Testing Reporting Tools Product Management Product Manager 52

Userzoom

JULY 9, 2019

A/B testing can be used to compare the performance of a webpage, app, email, or advert by pitting a control, ‘A’, against a test variant, ‘B’ A/B testing works by randomly splitting your inbound traffic equally between the two versions. A/B testing framework: 1: Select features to test.

User Testing 113

User Testing Product Research Research Software Testing 113

Userzoom

JULY 9, 2019

A/B testing can be used to compare the performance of a webpage, app, email, or advert by pitting a control, ‘A’, against a test variant, ‘B’ A/B testing works by randomly splitting your inbound traffic equally between the two versions. A/B testing framework: 1: Select features to test.

User Testing 100

User Testing Product Research Research Software Testing 100

Intercom, Inc.

JANUARY 31, 2019

We also have a great partnership with the sales enablement team as they look to gather feedback, build messages and train. We use the insights from our product as to what messages are resonating with the customers. Then we also look at inbound as a separate function. That partnership is in place. I’m weak here.”

Customer Experience 165

Customer Experience Customer Feedback User Testing Weak Development Team 165

Mixpanel

FEBRUARY 23, 2021

Every business is unique, and metrics frameworks apply differently 5. Over the course of our conversations, we were pointed to several measurement frameworks for finding product-market fit, with differences depending on the product category, and industry. Every business is unique, and metrics frameworks apply differently.

User Testing 130

User Testing Onboarding KPIs Product Research Startups 130

Userpilot

FEBRUARY 25, 2021

Creative email strategies and other outbound hacks, and of course, this playbook wouldn’t be complete without Product-led growth frameworks that have led to double-digit ARR growth rates. Outbound vs. Inbound. Inbound and Outbound Success Stories. Inbound VS. Outbound for SaaS Marketing. Content Marketing.

Research Software 77

Research Software User Testing Outbound Marketing 77

Intercom, Inc.

MARCH 19, 2019

By default, our Messenger shows a small “We run on Intercom” message that links out to more information. It’s sometimes called “inbound marketing” because it’s meant to bring people “inbound” to your website. This gives you more control over how your inbound marketing activities look and feel.

Customer Experience 166

Customer Experience User Testing Customer Feedback Strategy 166

Brian Balfour

JUNE 20, 2017

If you want to learn more about onboarding strategies and frameworks, consider applying for the next Reforge program here. Ultimately, their two most basic criteria evaluate an inbound Creator's breadth of reach and depth of relationship with their audience. l hope you enjoy the post.

Research Software 84

Research Software Onboarding KPIs User Testing Customer Experience 84

Pragmatic Marketing

NOVEMBER 9, 2009

Product owners can close the gap between a product manager’s inbound role (that is, understanding the needs of the marketplace) and the development team’s need for product direction (that is, understanding the detail of personas and their problems). The accompanying diagram shows the four roles aligned with the Pragmatic Marketing Framework.

Weak Development Team 70

Weak Development Team Agile Research Software Reporting Tools 70