Intercom, Inc.

SEPTEMBER 8, 2021

By leveraging a combination of technology and the knowledge and expertise of your team, you can anticipate customer needs and use targeted messages , banners , custom bots , and more to alert your customers to temporary issues or provide a little bit of extra help where it’s needed. Here’s how they’re doing it. What is proactive support?

Reporting Tools 237

Reporting Tools Inbound Data Visualization Customer Experience 237

Alchemer Mobile

MAY 14, 2020

Download the 2020 Mobile App Engagement Benchmark Report for Media Apps. We’re thankful that our annual Mobile App Engagement Report was published right around the time that everything started to really shift in the U.S. Data included in the report: The profile of an average app in the Media category. Average app review volume.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208

Alchemer Mobile

JUNE 30, 2020

And that’s where our 2020 Mobile App Customer Engagement Benchmark Report comes in! We gathered mobile customer engagement data from more than 800 apps with 5,000 active users or more, analyzed it all, and packaged it up into a cohesive report for you. Average inbound and outbound message volume.

Feedback Software 165

Feedback Software User Testing Customer Feedback Customer Experience 165

Intercom, Inc.

APRIL 7, 2020

Below, we share how the outbreak has impacted three key support metrics – inbound volume, wait times, and CSAT scores – and advice from respected leaders on how to continue caring for your customers in a crisis. Inbound volume is spiking for half of support teams. The increased volume is affecting businesses of all types.

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

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. Customer relationship management dashboards that provide reporting functions. How do call centers work?

Reporting Tools 118

Reporting Tools Outbound Inbound Customer Satisfaction 118

Alchemer Mobile

JUNE 16, 2020

Download the 2020 Mobile Customer Engagement Benchmark Report for Travel Apps. We gathered mobile customer engagement data from more than 800 apps with 5,000 active users or more, analyzed it all, and packaged it up into a cohesive report for you. Data included in the report: The profile of an average app in the travel category.

Travel 147

Travel Feedback Software User Testing Customer Feedback 147

Intercom, Inc.

JULY 6, 2022

Discover what you can do with 2-way SMS, including sending promotional messages, re-engaging your customers, and much more over at our help center. Now you can map your sender address to the inbound address your customers contact you from. The fastest, most powerful Inbox designed for scale.

Customer Experience 210

Customer Experience Data Visualization Inbound Reporting Tools 210

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. Specify who can start a conversation from the Messenger to prioritize and manage your inbound support volume during busy times.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Intercom, Inc.

MARCH 7, 2022

After making necessary updates to an Article, you can share it for review without needing to unpublish it, allowing you to retain all of your Article reporting metrics. Updated outbound messaging CSV reports for streamlined messaging data. Show CCDAs in bot messages. Our February flash updates. Improved webhooks.

Data Visualization 104

Data Visualization Reporting Tools Customer Experience Onboarding KPIs 104

Alchemer Mobile

MAY 27, 2020

Download the 2020 Mobile Customer Engagement Benchmark Report for Retail Apps. We gathered mobile customer engagement data from more than 800 apps with 5,000 active users or more, analyzed it all, and packaged it up into a pretty report for you. Data included in the report: The profile of an average app in the Retail/Shopping category.

Feedback Software 147

Feedback Software User Testing Customer Feedback Customer Experience 147

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. There are no additional charges.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

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.

FEBRUARY 10, 2021

Our latest updates to Series , Banners , Articles , and Resolution Bot , to name but a few, empower you to streamline your messaging workflows, improve team collaboration, and most importantly, create better experiences to meet your customers’ evolving needs. Efficiently scale your messaging with new additions to Series.

Data Visualization 104

Data Visualization Feedback Software Analytic Tools User Testing 104

Intercom, Inc.

AUGUST 13, 2020

We’ve always used Intercom to provide support for our customers and, as our customer base has grown, we’ve seen first hand the needs for better reporting and workflows in Intercom. Instead of opening a browser tab for each of your team members, you can now see conversations of the teammates that report to you in one place.

Data Visualization 211

Data Visualization Reporting Tools Research Software Feedback Software 211

Intercom, Inc.

MAY 6, 2020

Improved performance insights : Find underperforming answers that need to be optimized, using our new reports. You can also filter reporting by bot interactions to see the exact impact bots are having on your conversation metrics. You can now export the exact customer and conversation data you need to external reporting tools you use.

Data Visualization 129

Data Visualization Analytic Tools Customer Feedback Feedback Software 129

Userpilot

MAY 1, 2024

MoEngage is the best AI-powered in-app messaging platform. You can use those UI patterns as standalone messages or combine them into an interactive walkthrough. You can even segment users based on their behavior and send highly relevant messages, ensuring a contextual product experience. Omnichannel messaging campaigns.

Analytic Tools 89

Analytic Tools Research Software Feedback Software Reporting Tools 89

Intercom, Inc.

JULY 19, 2021

Conversational support is the modern way to resolve customer questions through a digital-first, messaging-based interaction. When asked about the key business benefits they’ve experienced from being able to scale conversational support across their organization, support leaders and decision makers reported: Improved customer retention (60%).

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

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. The solution: Make the switch from reactive to proactive support.

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Intercom, Inc.

DECEMBER 4, 2018

That’s why we have also built new features that allow you to keep track of your most important conversations and invest in better reporting to easily identify areas where you can improve your customer experience. Get clear, consistent insights with our Inbox report enhancements. Engage and upsell existing users with Custom Bots.

Customer Experience 99

Customer Experience Differentiation Onboarding KPIs Customer Feedback 99

The Product Coalition

OCTOBER 6, 2023

Instead of a face-to-face conversation, we send chat messages or schedule a video call. Uses for Emotion AI Technology Mental health treatment According to a report from the National Institute of Mental Health, more than one in five citizens in the United States suffer from a mental illness.

Research Software 130

Research Software Reporting Tools Data Visualization Automotive 130

Folding Burritos

JANUARY 25, 2018

Or perhaps we’re reaching out to other teams to ask questions like: “Which bugs have been reported this week?”. Think about it as either inbound or outbound comms. “Did you know there’s a bug when people try to do ‘so and so’?”. How’s that KPI doing?”. What are customers asking for in our support channels?”. What’s next?

Data Visualization 347

Data Visualization Product Research Feedback Software Reporting Tools 347

Intercom, Inc.

DECEMBER 28, 2022

Emojis mean business: The characters transforming business messaging. Announcing ‘The Intercom Customer Support Trends Report for 2022’. Check out this year’s Customer Support Trends Report to see the top five trends transforming the customer service industry and how to capitalize on them. Zara Burke , Principal Editor.

Reporting Tools 118

Reporting Tools Technical Review ChatGPT Customer Experience 118

Intercom, Inc.

FEBRUARY 1, 2022

The customer expectation gap has been widely reported on in the years since the pandemic, but our latest Intercom Customer Support Trends Report for 2022 shows that that gap has expanded further than ever. Learn how to future-proof the success of your team with The Intercom Customer Support Trends Report for 2022.

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

Intercom, Inc.

SEPTEMBER 22, 2021

To make this experience smooth and clear, we present a new “Get help” card where users need to search or browse before they have the option to send a message to the team. Messenger self-serve reporting. Reduces inbound conversation volume.

Article 194

Article Customer Experience User Testing Inbound 194

Intercom, Inc.

MARCH 28, 2022

While customers were already starting to show a clear preference for digital channels such as messaging , COVID-19 amplified this pressure to connect with customers online or risk not connecting with them at all. Digital transformation was already an unavoidable trend – but the pandemic has made it truly business critical. Read more ?.

Reporting Tools 228

Reporting Tools Data Visualization Customer Communications Research Software 228

Userpilot

APRIL 7, 2024

Real-time reporting. Engagement reports. The events report takes data from event tracking efforts to show a detailed view of user interactions. The events report takes data from event tracking efforts to show a detailed view of user interactions. Crazy Egg’s Heatmaps report. Cohort and user exploration.

Data Visualization 81

Data Visualization Analytic Tools Feedback Software Reporting Tools 81

Userpilot

NOVEMBER 29, 2023

Use in-app messaging to contextually prompt upsells. Generate funnel analysis report in Userpilot. Use high-quality, relevant media that supports your messaging and resonates with your target audience. Use in-app messaging to contextually prompt upsells Users are now engaging with your tool and enjoying the value it provides.

Analytic Tools 74

Analytic Tools Feedback Software Data Visualization Reporting Tools 74

Intercom, Inc.

FEBRUARY 10, 2022

To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. The report highlighted how support teams were adopting conversational support tools to meet rising customer expectations and a flood of inbound queries. Last month, we published the second edition.

Reporting Tools 211

Reporting Tools Research Software Feedback Software User Testing 211

Userpilot

FEBRUARY 13, 2024

Generate customer behavior reports with Userpilot. User behavior reports : Userpilot allows you to conduct funnel , path , trends , and cohort analysis to understand how users interact with different parts of your tool. Targeted in-app messages : Offer suggestions or guides based on a user’s actions within your tool.

Analytic Tools 52

Analytic Tools Reporting Tools Feedback Software Embedded Analytics 52

Userpilot

DECEMBER 19, 2022

Product marketing: Product marketing is the multi-stage process of aligning your product with specific customer problems to generate sales and optimize the core offering/message over time. Try publishing research reports, whitepapers, free video courses, or case studies. Narrow down your target audience. Go for account-based marketing.

B2B 93

B2B User Testing Research Software Analytic Tools 93

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

Userpilot

AUGUST 14, 2023

Adding passive surveys inside your app such as feature requests and bug reports to improve your product. Segment your user base to send targeted in-app messages , understand what your key marketing functions achieved, and identify the best customer success strategy for each segment. Clicks on outbound and inbound links.

Data Visualization 85

Data Visualization Analytic Tools Feedback Software Customer Feedback 85

Intercom, Inc.

NOVEMBER 27, 2019

A genius inbound marketing strategy. As Ed points out, it’s right there in their company reports: “If you go and look at public SaaS companies, you go down to their S-1 and investor filings and Q1 reports, you see how they’ve outlined their growth strategy. Your messaging is off. Salesforce?

Data Visualization 186

Data Visualization Reporting Tools Software Review User Testing 186

Intercom, Inc.

JULY 6, 2021

Some of that team reported to different managers in EMEA and/or AMERs West based on time zone. We also track and report on productivity metrics like conversations per hour and subsequent response time, but believe there are no perfect metrics.

Customer Experience 232

Customer Experience Data Visualization User Testing Customer Feedback 232

Usersnap

JANUARY 20, 2023

CRM tools are made up of several elements, including forms for collecting feedback, an email hub, and/or instant messaging platforms. Help Desk – Get support and help desk actions on individual tickets, like messages sent and replies received. CRMs focus on customer retention to develop long-term business relationships.

Feedback Software 52

Feedback Software Analytic Tools Research Software Reporting Tools 52

Userpilot

APRIL 3, 2024

Resource centers are a powerful tool for your customers, acting as a one-stop hub for all your inbound marketing efforts. Feedback widget : A tool for collecting in-app feedback , allowing users to report issues or suggest improvements. Why do you need a resource center?

Feedback Software 83

Feedback Software Analytic Tools Research Software Data Visualization 83

Userpilot

FEBRUARY 1, 2022

Onboarding involves the use of in-app guides , in-app messages , tooltips, and product walkthroughs to educate the users about their product features. Because they don’t use the product on a regular basis anymore, in-app messaging may be of limited use. User Onboarding. Customized user onboarding for improved product experience.

Customer Experience 79

Customer Experience Data Visualization Analytic Tools Feedback Software 79