Intercom, Inc.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. The two key changes are a shift to messenger-based support, and an investment in Bots and Messaging. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Alchemer Mobile

MAY 14, 2020

The report is meant to serve as a yardstick for companies seeking to understand how their customer feedback and engagement metrics stack up against the market. This is our fifth consecutive year conducting this research. In-app survey response rates. Average inbound and outbound message volume.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208

Intercom, Inc.

JULY 28, 2020

From a 2018 Salesforce survey, 80% percent of customers say that the experience a company provides is as important as its products or services; 57% have stopped buying from a company because a competitor provided a better experience. According to Nielsen research, people increasingly expect to interact with brands through messengers.

Research Software 290

Research Software Customer Experience Data Visualization User Testing 290

Intercom, Inc.

DECEMBER 2, 2019

Although it may seem like a no-brainer for businesses to offer customer support in multiple languages, in a recent survey we found that the vast majority of businesses struggle to implement an effective multilingual support strategy. We surveyed 170 non-native English speaking SaaS customers, and 135 support team leads to learn more.

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Intercom, Inc.

JUNE 1, 2021

As a result, we’ve seen some major, long-lasting changes to how businesses and consumers communicate and build relationships with one another: The popularity of messaging channels is on the rise – messenger-based support is now the second most used support channel. Download your copy of the thought leadership paper now. Sound familiar?

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Intercom, Inc.

NOVEMBER 20, 2018

It is important that these friendly connections represent the target persona market you have outlined, as otherwise, the feedback loop is likely to be weak. Meet your target users and get feedback. Iterate the product based on feedback. Are they keen to test it out? How do they describe the category?

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Intercom, Inc.

APRIL 29, 2020

As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. What’s key isn’t pushing your product but instead telling customers, “Hey, we’re here. But what do you do when everything is turned upside down?

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

Intercom, Inc.

AUGUST 18, 2020

In the face of the massive change the support landscape is currently experiencing, the one constant is that many companies are receiving rising numbers of inbound customer requests. Our newest product upgrades solve three main challenges for support teams: 1. Improve your outbound messages with new message versioning.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Intercom, Inc.

NOVEMBER 30, 2021

With a modern conversational support solution, you can combine proactive , self-serve , and human support capabilities, so your team can get ahead of known problems with targeted messages , automatically answer repetitive queries with bots , and quickly resolve complex issues with automation and a human touch. Proactive messaging.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

APRIL 25, 2018

Powered by our knowledge base product , it suggested articles to people after they typed a message. It worked well, but we started to ask ourselves: what if we could get people to check out the knowledge base before typing a message? Big product release? Or so we thought. But multiple windows felt clunky and cumbersome.

Embedded Analytics 215

Embedded Analytics Feedback Software User Testing Customer Experience 215

BrainMates

JULY 2, 2025

Cross-Functional Collaboration: The Product Leader's Hidden Superpower By Erica Wass At a Glance Cross-Functional Collaboration: The Product Leader’s Hidden Superpower Great products aren’t built in silos. In today’s fast-paced product environment, success doesn’t happen in silos.

Product Research 40

Product Research Data Visualization Onboarding KPIs User Testing 40

Intercom, Inc.

JUNE 4, 2018

By betting on live chat for sales, we’ve increased our conversion rate from marketing-qualified lead (MQL) to closed deals by over 20%, and our Sales Development Reps (SDRs) have been more productive than ever. With live chat, our sales reps can connect with and qualify inbound leads within a couple of minutes.

Inbound 220

Inbound Research Software B2B User Testing 220

Alchemer Mobile

JUNE 30, 2020

In-app survey response rates. Average inbound and outbound message volume. Product managers and mobile marketers in the lifestyle category must have a baseline understanding of how their current performance stacks up with the marketplace – now, more than ever. Average app rating for lifestyle apps.

Feedback Software 165

Feedback Software User Testing Customer Feedback Customer Experience 165

Intercom, Inc.

MAY 6, 2019

All products share a universal problem, no matter how long they’ve been around or how well they are built – the problem of customer inertia. Luckily, there are ways to convince them to make a switch and increase your product adoption. Luckily, there are ways to convince them to make a switch and increase your product adoption.

Customer Experience 196

Customer Experience Onboarding KPIs User Testing Research Software 196

Userpilot

MARCH 5, 2025

You can use this platform to create customer segments, personalize onboarding flows, deliver targeted in-app messages, collect direct customer feedback , and track in-app analytics to make iterative changes. Userpilot lets you automatically capture user sessions and analyze their interactions with your product.

Analytic Tools 52

Analytic Tools Feedback Software Research Software Reporting Tools 52

The Product Coalition

MARCH 23, 2018

I have traditionally been a believer that any form of marketing other than what is classified as, “Inbound” is typically a waste of money and time. As I think about it however, I actually think that this idea of, “Inbound marketing” is actually a bit ridiculous. Inbound marketing is a tool mostly purposed in driving new acquisitions.

Inbound 60

Inbound Marketing Outbound Customer Experience 60

Intercom, Inc.

DECEMBER 11, 2018

Elegant Themes is using Visitor Auto Messages to convert 3x more paid subscriptions. Divi is a volume based product with a fairly low average subscription price, so Mitch hypothesized that live chat could be used to accelerate interested buyers toward a faster purchase decision. .

B2C 126

B2C Customer Experience User Testing Product Research 126

Userpilot

SEPTEMBER 9, 2024

HubSpot gives a platform to its customers at Inbound conference. In-app surveys to collect customer feedback. Ready to build a customer-led product strategy? Try Userpilot and Take Your Product Strategy to the Next Level Get a Demo 14 Day Trial No Credit Card Required What is customer-led marketing?

Customer Feedback 111

Customer Feedback Customer Experience Data Visualization Analytic Tools 111

Intercom, Inc.

FEBRUARY 9, 2018

Pre-qualifying simply meant doing background checks on a company to see if they’d be a viable customer that would pay the bills, upgrade their plans, and succeed with your product. Usually this discovery was done before you even talked to them. If someone is serious about trying your product, they’ll want to talk to someone right away.

Customer Experience 188

Customer Experience Inbound Messaging Product Research 188

Intercom, Inc.

DECEMBER 2, 2019

From new navigation features and refreshed product names to several brand new apps, there’s definitely something for everyone. There are a lot of different ways to interact with your visitors and customers using Intercom, and we know from your feedback that sometimes it could be hard to choose the most appropriate variety of message to use.

Outbound 38

Outbound Customer Experience Customer Feedback User Testing 38

Alchemer Mobile

JUNE 16, 2020

If you’re a product manager or mobile marketer for a travel brand, put yourself in your customer’s shoes. This will help you understand the value of their feedback and input. In-app survey response rates. Average inbound and outbound message volume. Average app rating for travel apps.

Travel 147

Travel Feedback Software User Testing Customer Feedback 147

Alchemer Mobile

MAY 27, 2020

Everyone is picking up new habits and hobbies, and therefore creating more demand for certain products during quarantine. In-app survey response rates. Average inbound and outbound message volume. We’re also adopting new shopping strategies such as using delivery services and curbside pickup. Average app review volume.

Feedback Software 147

Feedback Software User Testing Customer Feedback Customer Experience 147

Userpilot

APRIL 22, 2024

Learning from the success of product-led growth examples can be a game changer for your business. The hype about product-led growth is real! More and more established businesses – even outside the SaaS industry – have transitioned to product-led growth. Calendly acquires customers through its viral loop.

Feedback Software 104

Feedback Software Product Research Customer Experience Strategy 104

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. Think of your lead requiring urgency as someone who has done their research and walked into the store, cash in hand and ready to buy.

B2C 214

B2C Research Software User Friction User Testing 214

Userpilot

AUGUST 18, 2024

How do you ensure your AI product not only survives but thrives in this competitive market? Best-selling author and go-to-market advisor Maja Voje has helped hundreds of companies, including Google and Rocket Internet, build and grow successful products. Learn from Maja Voje how to choose the right GTM motion for your AI product.

Feedback Software 105

Feedback Software Research Software User Testing Product Research 105

Intercom, Inc.

DECEMBER 12, 2018

In this guide we’ll show you how your business can navigate the martech landscape to build a lean, productive marketing stack, and how some of the fasted growing software companies are building theirs. Here’s a tried and tested formula: Pick a topic/keyword. We use it for: Sending targeted messages to visitors on our website.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

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). Every conversation is different.

Customer Experience 199

Customer Experience Inbound Customer Satisfaction Product Research 199

Intercom, Inc.

OCTOBER 30, 2018

The most common way to think about leads is to put them in two buckets: inbound and outbound. These are the invisible buyers who visit your website, check out your product and even research your solution on a site like G2Crowd or LinkedIn, but ultimately, never get in touch. Where does the invisible sales pipeline come from?

Research Software 146

Research Software Outbound Inbound Data Visualization 146

Intercom, Inc.

AUGUST 13, 2020

This launch is a meaningful one for us because our Support team partnered hand in hand with the Product team to develop many of the features. Other teams needed a simpler way to find real-time conversations tied to their product areas. This feature was actually first built by a former Customer Support Engineer on the team.

Data Visualization 211

Data Visualization Reporting Tools Research Software Feedback Software 211

Intercom, Inc.

JUNE 6, 2019

For instance, many teams build apps on Intercom so users can leverage their workflows and services within our live chat Messenger and messages. But how do you decide when to build an app for your product and what platforms to invest in? Give us a bit of background on what it is the philosophy behind the product. Short on time?

Analytic Tools 190

Analytic Tools Data Visualization Customer Experience Inbound 190

Intercom, Inc.

OCTOBER 27, 2021

Many support teams implemented the funnel and saw game-changing results, including reduced inbound conversation volume, faster resolution rates, and enhanced CSAT. Historically, making these kinds of high-impact, strategic decisions likely hinged on partnering with other teams such as Product Analytics to extract the right data.

Data Visualization 138

Data Visualization Reporting Tools Strategy Inbound 138

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. If people aren’t looking for your solution, you have to educate them about the problem your product solves. We have a great product, and customers love using it.

Feedback Software 162

Feedback Software Marketing User Testing Finance 162

Mixpanel

JANUARY 12, 2023

It’s a product unto itself. And just like a product process, you need data to create something great. From customer research to monitoring and iteration, good copywriting is rooted in data. Start with customer research. You wouldn’t build a product without doing customer research and validating your idea.

Data Visualization 115

Data Visualization User Testing Product Research Research Software 115

Intercom, Inc.

NOVEMBER 9, 2021

By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Customer Experience 118

Customer Experience Inbound User Testing User Friction 118

Gainsight

OCTOBER 23, 2019

If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.”. In 2018, based on a new set of observations, we decided to update one of the core concepts of inbound marketing. Today, we’re going to adapt the inbound methodology to encompass tenets of customer success. From Funnel To Flywheel.

Inbound 55

Inbound User Testing Customer Experience Customer Feedback 55

Userpilot

AUGUST 14, 2023

But since most online advice is either generic or meant for ecommerce businesses, where can you begin as a product marketer working at a SaaS? While first-party data is usually collected automatically by your platform or initiated by your brand through surveys, zero-party data comes from the user’s initiative.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Customer Feedback 98

Intercom, Inc.

JULY 23, 2018

With a high volume of inbound leads, you have a long tail of small accounts that individually are worth less in ARR but collectively could mean a big pay day for your company. They’re the large, complex accounts you’ll want to research and manually nurture from start to finish. High velocity, small accounts. The big whale.

Customer Experience 151

Customer Experience Messaging Inbound Research Software 151