Intercom, Inc.

JUNE 4, 2018

For many years, B2B companies have executed their inbound sales funnel in a similar manner: Much like the word “funnel” suggests, it’s based on the idea to filter out the visitors and leads that aren’t ready to buy or aren’t qualified. Let’s look at how this came about. Invest in sales conversations, not touches.

Inbound 220

Inbound Research Software B2B User Testing 220

Intercom, Inc.

JULY 28, 2020

Companies who fail to meet these new, higher expectations will lose many of their best customers – something no business can afford to do. Send proactive support messages that anticipate issues and reduce inbound conversations. Conversational support.

Research Software 290

Research Software Customer Experience Data Visualization User Testing 290

Intercom, Inc.

AUGUST 17, 2021

Not only does this create a better customer experience, it also helps to reduce inbound conversation volumes for your support team so they can focus on answering more complex, high-impact questions. “59% It reduces inbound conversation volume without sacrificing customer happiness. Customer meets business.

Data Visualization 156

Data Visualization Inbound User Friction Customer Experience 156

Intercom, Inc.

JANUARY 18, 2022

It shone a spotlight on how forward-thinking support teams were adopting conversational support tools – like proactive messaging capabilities and chatbots – to meet rising customer expectations and mounting inbound queries. With widespread change and increased pressures comes new opportunities to rethink outdated strategies and tools.

Reporting Tools 138

Reporting Tools User Testing Inbound Customer Experience 138

Intercom, Inc.

MAY 15, 2019

Ensuring your follow-ups are consistent and effective, however, is as much an art as a science, and it involves overcoming the inherent challenges of customer support, which can be relentless (consistent inbound volume, meeting SLAs, having a constant pulse on latest product releases).

Customer Experience 199

Customer Experience Inbound Customer Satisfaction Product Research 199

Intercom, Inc.

JANUARY 28, 2020

Gone are the days of sales deals being closed with a handshake in a face-to-face meeting. After trialling some other solutions, we chose Intercom because it centralizes inbound and outbound conversations without the friction that CRMs add.” . For us, that solution is Intercom. Personalized support at every stage.

Customer Communications 138

Customer Communications Inbound Customer Experience Outbound 138

Intercom, Inc.

JULY 30, 2018

As an Inbound Sales Development Rep, I face the challenge of not having any control over the leads that get passed to me. Here at Intercom, we use live chat to qualify our inbound leads. Like many things in business, certain elements of sales — the quality and volume of inbound leads, for example — are out of your control.

Inbound 157

Inbound Strategy Outbound User Testing 157

Product Talk

OCTOBER 2, 2024

Meet the Continuous Discovery Champion, Yury Oleynik Meet Yury Oleynik, VP of Product Management at HiveMQ. The campaign the team came up with included reaching out to a list of around 5,000 users from HiveMQ’s free plan, as well as several hundred marketing qualified leads (MQLs) from inbound leads.

Feedback Software 278

Feedback Software Customer Experience Data Visualization User Testing 278

Intercom, Inc.

NOVEMBER 20, 2018

This will help ensure that any face to face meetings are focused on those most likely to have a need that the solution addresses. Meet your target users and get feedback. The purpose of these meetings is to gain a deep understanding of the problem you believe you can solve for them. Managing the first sales meeting.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

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. Use an app like Clearbit Reveal to proactively reach out to leads on your website who meet that criteria.

Research Software 146

Research Software Outbound Inbound Data Visualization 146

Intercom, Inc.

OCTOBER 16, 2019

At this level, your customer acquisition strategy needs to primarily be an organic one, based on inbound marketing, such as creating quality content that educates the market and attracts prospects to your site. If your application is a self-service one, focus on content and inbound marketing as your primary source of leads.

Strategy 195

Strategy Customer Experience Inbound User Testing 195

Intercom, Inc.

DECEMBER 2, 2019

Inbound conversations are automatically translated in your preferred language by leveraging artificial and human intelligence. To meet this challenge, you can translate your knowledge base so that every customer can easily find answers on their own. For example w?ith Intercom Articles can automatically translate your help center.

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Intercom, Inc.

DECEMBER 2, 2019

For example, you can now qualify a lead and assign them based on how they respond, or you can send the meeting scheduler app and then follow-up with a thank you message or more relevant content to keep the lead warm. . Inbound Custom Bots. Book more sales meetings with advanced routing and scheduling. Custom Bot path analysis

Outbound 38

Outbound Customer Experience Customer Feedback User Testing 38

Intercom, Inc.

JUNE 12, 2018

When responding to inbound conversations, you want to focus your time on the customers that matter most to your business. You can now use Messenger Apps, such as the Content Showcase app, Article Search, or Google Calendar Meetings app, in Operator’s follow-up actions based on the qualification data you collect.

User Testing 174

User Testing Customer Experience Inbound B2C 174

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. For inbound leads I tailor the question to ask, “What drove you to request a demo?” What initially piqued your interest? How are you addressing this problem today?

Product Research 150

Product Research Outbound Inbound User Testing 150

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. You’ll likely need a combination of call center software to best meet your customers’ needs. How do call centers work?

Reporting Tools 118

Reporting Tools Outbound Inbound Customer Experience 118

Intercom, Inc.

APRIL 14, 2020

Kaitlin says: “I recently held an impromptu all-hands meeting where we got our team of 80 people on a call for 20 minutes. The outbreak has also resulted in 42% of support leaders believing they will not meet their goals this month. Inbound conversation volume has more than doubled for nearly half of support teams since the outbreak.

Customer Experience 223

Customer Experience Reporting Tools Data Visualization Inbound 223

The Product Coalition

JULY 25, 2021

Or how working on outbound product management would make them better inbound product managers. If needed, give them a day or two to think about everything you talked about before putting it into action, but make sure you meet again shortly after to discuss these next steps. although that’s what the job requires.

Weak Development Team 158

Weak Development Team Product Manager Product Management Outbound 158

Intercom, Inc.

JANUARY 18, 2019

Ensuring your follow-ups are consistent and effective, however, is as much art as science, and it involves overcoming the inherent challenges of customer support, which can be relentless (consistent inbound volume, meeting SLAs, having a constant pulse on latest product releases).

Customer Experience 151

Customer Experience Inbound Customer Satisfaction Product Research 151

Intercom, Inc.

MARCH 28, 2022

How can you ensure you’re meeting the need for digital transformation and providing engaging customer experiences at scale – without wasting time and money on endless tools? Last year, we found that while 73% of support leaders say that customer expectations are increasing, only 42% believe that they’re meeting those expectations.

Reporting Tools 228

Reporting Tools Customer Communications Data Visualization User Testing 228

Userpilot

JULY 29, 2024

Slack competitor analysis The Slack competitor analysis compares Slack with Microsoft Teams, Zoom, and Google Meet, focusing on target audiences, pricing, key features, marketing/sales strategy, strengths, weaknesses, opportunities, and threats. Google Meet emphasizes Google's ease of use. Zoom uses viral growth.

Data Visualization 111

Data Visualization Research Software Reporting Tools Feedback Software 111

Userpilot

SEPTEMBER 9, 2024

HubSpot gives a platform to its customers at Inbound conference. Invitees can effortlessly join the meetings without needing any guidance, leaving them impressed by the seamless experience. The script unfolds in a playful documentary style, depicting daily communication chaos—missed emails, overloaded meetings, and lost files.

Customer Feedback 111

Customer Feedback Customer Experience Data Visualization Analytic Tools 111

Intercom, Inc.

APRIL 25, 2018

It would solve problems for things teammates typically do in conversations, like booking sales meetings or having video calls, but help them do them faster. What’s more, if you disable inbound conversations on the Messenger, and the user has no previous ones, the conversations app won’t appear at all. It’s a much more elegant solution.

Embedded Analytics 215

Embedded Analytics Feedback Software User Testing Customer Experience 215

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 asked 1200+ customer support leaders about their experiences, and lo and behold, customer expectations are higher than ever, and support teams face even more pressure to meet them.

Reporting Tools 211

Reporting Tools Research Software Feedback Software User Testing 211

Intercom, Inc.

MARCH 31, 2021

So how do you empower your team to be both highly efficient and hyper-personal so they can meet and exceed the demands of modern customers? We recommend setting a benchmark you can track progress toward for key metrics like: Rate of new inbound conversations. Median first response rate. Median time to close rate.

Data Visualization 213

Data Visualization User Friction Customer Experience Customer Satisfaction 213

Intercom, Inc.

MAY 4, 2021

Now, instead of receiving lots of inbound queries when something happens, we’re able to proactively direct customers to the Intercom Messenger so they can self-serve.”. This ensures that customers have a smooth shopping experience and that the support team doesn’t get overwhelmed with inbound queries when a problem occurs.

Customer Communications 118

Customer Communications Inbound Outbound Customer Experience 118

Intercom, Inc.

OCTOBER 26, 2021

No matter what stage your buyers are at, your sales team needs to be able to meet them there. We’ve adopted a strategy of consultative, value-based selling – one that is transparent and informative and meets buyers where they are in the purchasing process. We look for: SDRs who can create value.

Inbound 160

Inbound Product Research Customer Experience Technical Review 160

Product Talk

MAY 15, 2024

While Orion had started with a B2C focus, they got a lot of inbound interest in the B2B space. But just in case you haven’t met, Ellen is a Product Talk Academy instructor and regular contributor to the CDH community. They were hoping to get a general sense of whether they had more consumer or business users.

Product Research 336

Product Research Feedback Software Analytic Tools User Testing 336

Lenny Rachitsky

JANUARY 16, 2024

ARR = New ARR + Expansion ARR + Reactivation ARR – Churned ARR – Contraction ARR New ARR = Leads * qualified leads rate * meeting booked rate * win rate * ACV Leads = Direct + indirect Direct = Outbound + inbound Outbound Cold emails Cold calls Cold DMs Events Inbound Paid ads SEO Referrals (e.g.

User Testing 140

User Testing B2C Outbound Feedback Software 140

Intercom, Inc.

JUNE 1, 2021

According to recent research, however, many teams aren’t sufficiently equipped to meet these new challenges. For TrueCommerce , proactive support has reduced their inbound conversation volume by 20%. Then, you need to use the right conversational support tool to help you address those issues at exactly the right time.

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Intercom, Inc.

JULY 6, 2021

We also create a standard deck with key updates for CS managers to share at their biweekly team meetings. And if you’re using Intercom, you can integrate these tools with the Inbox and use them to not just translate inbound conversations but also reply to customers in their native language.

Customer Experience 232

Customer Experience Data Visualization User Testing Customer Feedback 232

Intercom, Inc.

DECEMBER 14, 2022

We’re excited to be able to fully customize the Messenger to match our brand’s look and feel, which will have a huge impact in delivering a consistent and personalized experience to meet our customers’ needs and grow our business.”. Configure your messenger in the way that best anticipates and meets your users’ needs.

Data Visualization 104

Data Visualization User Testing Feedback Software Customer Communications 104

Userpilot

MAY 19, 2021

Before we dive into some of our favorite channels out there in 2021, you should first take a look at choosing between inbound or outbound. SaaS Inbound Marketing. Inbound marketing means creating valuable content for your target audience to help them find you themselves. Social Media. Ebooks, whitepapers, etc. Paid digital ads.

Research Software 119

Research Software B2B User Testing Customer Experience 119

Intercom, Inc.

NOVEMBER 30, 2021

With Intercom’s Conversational Support Funnel framework, meeting and exceeding modern customers’ expectations, increasing your team’s efficiency, and moving the needle on your business’s bottom line all go hand in hand. Lay the right foundations with a powerful all-in-one conversational support tool.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

DECEMBER 6, 2022

Making experiences personal also means offering control and customizability to our customers to help them meet their users’ needs – what they wish to share and how they build trust with their users. Use cases differ for different business needs but designing personalized experiences that meet varying customer expectations is important.

Artificial Inteligence 129

Artificial Inteligence Feedback Software Data Visualization Customer Experience 129

Intercom, Inc.

MAY 12, 2021

Without this knowledge, it’s inevitable that your customer communication will remain impersonal and inefficient, neither of which will empower your team to meet ever-rising customer expectations. When you’re busy managing inbound queries, it can be tricky to uncover recurring topics and themes in the questions that are reaching your team.

Data Visualization 118

Data Visualization Customer Communications Reporting Tools Customer Feedback 118

Userpilot

MAY 3, 2022

Inbound works really well for smaller SaaS businesses, whether B2B or B2C. When you’re trying to sell to an upmarket target audience, you have to realize that the sales process is a lot more hands-on than the search engine optimization or inbound marketing efforts that you used to get your current customers. Longer sales cycles.

Enterprise 98

Enterprise Marketing Strategy Outbound 98