Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. Nico joined me on Inside Intercom this week, where we discussed everything from the three stages of company growth to how growing companies can address new markets.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Intercom, Inc.

OCTOBER 30, 2018

The most common way to think about leads is to put them in two buckets: inbound and outbound. The first is owned by marketing and the second by sales. And unlike your visible pipeline of inbound and outbound leads, your invisible leads can’t be called or emailed. Where does the invisible sales pipeline come from?

Research Software 146

Research Software Outbound Inbound Data Visualization 146

Intercom, Inc.

DECEMBER 2, 2019

Three tips to providing excellent multilingual support. Rather than hiring dedicated native speakers for every market you operate in, you can integrate translation solutions, using apps such as Unbabel or Lokalise to extend the support skills your team already has. Customers then see a message in their native language.

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Intercom, Inc.

SEPTEMBER 21, 2022

Suddenly you could sell and market to millions of people, anywhere in the world. And with that explosion in addressable market came an explosion in customer service requests. And even when it wasn’t face-to-face, it was still personal: mostly phone calls, or letters with hand-written signatures on them.

Research Software 118

Research Software User Testing Customer Experience Vision 118

Folding Burritos

JANUARY 25, 2018

This happens naturally, because our role is at the center of the process that figures out what to build, builds it, and then gets it to market. Think about it as either inbound or outbound comms. Over the next few posts, I’ll be sharing some tips and templates that can help you implement this in practice.

Data Visualization 347

Data Visualization Product Research Feedback Software Reporting Tools 347

Intercom, Inc.

APRIL 30, 2018

With lots of inbound leads, you’ll need to prioritize which ones need a response first, and it’s not always as easy as you might expect to make this judgment call. We’ve outlined our top tips for getting context on your live chat conversations quickly: Use tools to establish who you’re talking to. Ask the right questions right away.

B2C 214

B2C Research Software User Friction User Testing 214

Business of Software Conference

APRIL 17, 2020

In These Uncertain Times… A rather wonderful use of some of the messaging from inbound emails Jessica Salfia at the West Virginian Council of Teachers of English turned into a poem. The words lose their effect and often seem to stand in stark and hollow contrast to the marketing message or sales pitch that follow.

Reporting Tools 64

Reporting Tools Outbound Inbound Messaging 64

Intercom, Inc.

MAY 6, 2019

Whether you’re releasing your first product or getting ready to announce your fiftieth feature, here are a few tips we’ve learned to help you overcome customer inertia and help users see the value of what you have to offer. With the right marketing and product tactics, you can make all four of those forces work in your favor.

Onboarding KPIs 196

Onboarding KPIs Customer Experience User Testing Research Software 196

Intercom, Inc.

DECEMBER 21, 2021

Some of our achievements and milestones over the past 12 months include: We continued to launch amazing new features, such as Conversation Topics , Multichannel Transactional Messaging , and a best-in-class WhatsApp integration for Support teams. Beth McEntee , Senior Marketing Enablement Editor. Thoughts on innovation.

Customer Communications 196

Customer Communications User Testing Research Software Technical Review 196

Intercom, Inc.

JANUARY 30, 2019

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. Automating our sales and marketing. We use Custom Bots to proactively engage with people coming to our marketing website and send them on the right customer journey based on their goals. We have nearly 200 answers set up!

User Testing 117

User Testing Webinar Inbound Customer Experience 117

Userpilot

JULY 19, 2021

Send a personalized in-app welcome message when a new user signs up. More than two-thirds of marketers responsible for customer experience compete solely based on customer experience, according to the 2017 Gartner Customer Experience in Marketing Survey. ConvertKit is an email marketing tool for creatives that does this.

Analytic Tools 98

Analytic Tools Research Software Reporting Tools Customer Communications 98

Intercom, Inc.

JUNE 21, 2018

I hosted Max on our podcast, where he shares the strategies he’s used to grow Udemy and Sales Hacker, hiring tips for sales teams, and much more. That means your focus should be on building the right customer profile and developing precise messaging to reach them. For us, it was important to completely saturate the market.

Outbound 183

Outbound Technical Advisors Weak Development Team Product Research 183

Usersnap

JULY 11, 2021

Building your product, reaching product/market fit, hiring team members, doing marketing and getting your first customers on board. Customer support means asking for feedback : If you build a new product, you probably want to conduct different market tests and ask potential customers about your product. Be prepared for that.

User Testing 52

User Testing Customer Feedback Customer Experience Feedback Software 52

Userpilot

OCTOBER 8, 2021

By turning your product itself into a viral sales engine, these platforms take the pressure off traditional sales and marketing departments — and, of course, their associated budgets. Unlike traditional sales or marketing, product-led growth makes your app itself into the center of your marketing activities.

Analytic Tools 98

Analytic Tools Research Software Data Visualization Product Research 98

Userpilot

FEBRUARY 4, 2022

Creating a user persona will help you target the right prospects and later use the same data to segment your in-app marketing. The enterprise model: Succeeding with an enterprise sales model will require a sales team, outbound marketing, and enough capital runway to endure the long sales cycles. The self-service model.

Feedback Software 98

Feedback Software Research Software Reporting Tools Onboarding KPIs 98

Intercom, Inc.

AUGUST 10, 2018

We’ve built a new product that automatically increases qualified leads for your sales team, accelerating your sales process, and therefore maximizing the efficiency of your sales and your marketing team. It’s called Operator, and it performs tasks like inbound lead qualification and customer routing.

Customer Experience 112

Customer Experience User Testing Research Software Reporting Tools 112

Indicative

MAY 25, 2018

That was the message of Indicative CEO Jeremy Levy’s session on “Deciding by Data,” which is also the theme of podcast he hosts. Dell Inside Regional Sales Director Burt Powers shared tips to help small business owners protect themselves from digital theft and scams. We rounded up the best of the tech-driven talks. Deciding by Data.

Research Software 53

Research Software Banking Certifications Customer Experience 53

Intercom, Inc.

JULY 11, 2019

Michael: Most people listening probably think of HubSpot as this inbound marketing company. We coined the term way back in 2006 when we founded the company, and a lot of our story, historically speaking, has been around marketing. Then a few years back we started building a CRM, which has done really well in the market.

Customer Experience 188

Customer Experience User Testing Research Software Customer Feedback 188

Userpilot

MAY 1, 2024

MoEngage is the best AI-powered in-app messaging platform. Drift is the best customer engagement software for sales and marketing teams. You can use those UI patterns as standalone messages or combine them into an interactive walkthrough. Omnichannel messaging campaigns. Whatfix is the best employee engagement platform.

Analytic Tools 105

Analytic Tools Research Software Feedback Software Reporting Tools 105

Userpilot

JULY 24, 2023

What is SaaS marketing? We’re all familiar with the basics of SaaS product marketing such as attracting users to a SaaS product with a subscription business model. That said, there are key differences between a SaaS marketing strategy and standard digital marketing. What is SaaS marketing?

Analytic Tools 94

Analytic Tools Feedback Software Data Visualization Marketing 94

Userpilot

JULY 22, 2023

You need a clear target market, proper positioning, product-market fit, and the right sales process for a land and expand strategy to work. Use growth loops, content marketing, and referral programs to drive user acquisition. Make sure your customer success team has a strategy in place to turn new users into loyal customers.

Feedback Software 96

Feedback Software User Testing Strategy Onboarding KPIs 96

Gainsight

FEBRUARY 2, 2024

A marketing professional may get excited about creating an email campaign through an email software solution, for example, but she will be very excited when they improve their conversion rates after a simple change to the message. Unfortunately, webinars are also too often used as marketing tools.

Education 52

Education User Testing Customer Experience Research Software 52

Userpilot

MAY 26, 2021

This in turn allows you to target specific segments with specific messages based on certain event triggers. Personalization in SaaS is often confused with adding the user’s first name to messages, but what it should really mean is targeting the right user, with the right message, at the right time. Third-party integrations.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Data Visualization 52

Userpilot

APRIL 26, 2024

The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Churn rates measure how many customers you’re losing every month, with high rates indicating issues in product-market fit or customer success. No worries! Churn rate. Customer stickiness score.

Feedback Software 81

Feedback Software Analytic Tools Research Software User Testing 81

Userpilot

JANUARY 19, 2022

When you choose and click on an app, such as Amplitude, for example, you will see the following message: Userpilot integrations enablement. Once your integration is live, you should see a success message in the top right corner as so: Successfully enabled Userpilot integrations. Click “Enable” to activate the integration.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Technical Review 98

Userpilot

FEBRUARY 25, 2021

Like any playbook in sports, your marketing playbook is only as good as the coach who wrote it. That is why we asked some of the best SaaS marketing practitioners for their best plays with the highest win percentage. Instead of generic SEO tips, you will find actionable tactics that lead to a perfect google rating.

Research Software 91

Research Software User Testing Outbound Marketing 91

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 ultimately takes the risk and guesswork away from making changes.

User Testing 113

User Testing Product Research Research Software Testing 113

Userpilot

JANUARY 10, 2022

In 2022, when the SaaS market is crowded with tons of similar products, the best ones are those who delight their customers regularly. Churn rates measure how many customers you’re losing every month, with high rates indicating issues in product-market fit or customer success. No worries! Churn rate. Customer stickiness score.

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 98

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 ultimately takes the risk and guesswork away from making changes.

User Testing 100

User Testing Product Research Research Software Testing 100

Business of Software Conference

MAY 21, 2020

There’s inbound hiring and there’s outbound hiring. Inbound hiring is when the candidate comes to you. So, if you put up a job post on LinkedIn then that’s a form of inbound hiring as these candidates need to proactively apply to be considered for the job. Outbound hiring is the opposite.

Technical Review 52

Technical Review Feedback Software Software Review Analytic Tools 52

The Product Coalition

JUNE 1, 2020

Tips to remember for feature images. Types of multimedia content: Images/Infographics Slideshow Videos Podcast Quizzes/Survey: Quizzes and surveys are not only useful to gather data; it helps in content marketing and user engagement. The CTA button should be easily visible with the right color context and message.

Customer Experience 78

Customer Experience Blog User Experience Inbound 78

Intercom, Inc.

MARCH 29, 2022

“We are dedicated to building the best, most innovative products on the market to drive the most impact for you, our customers. And we have over 180,000 teammates logging into Intercom every month, using our platform to send over 500 million messages and reply to over 20 million conversations. We are operating at internet scale.

Feedback Software 118

Feedback Software Customer Communications Reporting Tools Events 118

Intercom, Inc.

FEBRUARY 10, 2022

The report highlighted how support teams were adopting conversational support tools to meet rising customer expectations and a flood of inbound queries. We’re now at a critical tipping point where all businesses need to embrace change or risk losing valued customers and talented teammates. Fast forward one year.

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Reporting Tools Research Software Feedback Software User Testing 211