Intercom, Inc.

JULY 19, 2021

Conversational support is the modern way to resolve customer questions through a digital-first, messaging-based interaction. And not only does this additional insight mean that you can provide more helpful, relevant support, but it also enables you to serve up targeted, relevant messages , for more impactful sales and marketing outreach.

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Intercom, Inc.

AUGUST 25, 2021

In 2016, we released a new version which featured deep customization, cross-platform compatibility, new message formats, and playful emoji support. Paul Adams , SVP of Product, summarizes the power of messaging. Right message, right time, right place. Writing our story. Des on the importance of recognizing our people.

Data Visualization 220

Data Visualization Customer Experience Onboarding KPIs User Friction 220

Intercom, Inc.

MARCH 25, 2020

We’ve written about how you can manage your customer communications in a crisis detailing how you can proactively make it easier for your customers to get the answers they’re looking for, as well as on dealing with the inbound queries that you might be facing. Do send messages to engaged recipients only.

Inbound 160

Inbound User Testing Customer Feedback Messaging 160

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. The first is owned by marketing and the second by sales. Where does the invisible sales pipeline come from?

Research Software 146

Research Software Outbound Inbound Data Visualization 146

The Product Coalition

OCTOBER 6, 2023

Instead of a face-to-face conversation, we send chat messages or schedule a video call. Later, these features are pre-processed and used to train a machine learning algorithm that can precisely predict the emotional states of users. But how do machines learn to detect emotions, and what business opportunities does emotion AI present?

Research Software 133

Research Software Reporting Tools Data Visualization Automotive 133

Userpilot

MARCH 29, 2024

You can use viral messaging, for example, to force customers to pay attention to your brand and ignore other brands. Step 1: Define your value proposition : To create a successful brand activation strategy, you first need to understand the value your product brings to the table and then create messaging that aligns with it.

Branding 89

Branding Analytic Tools Feedback Software User Testing 89

Intercom, Inc.

AUGUST 16, 2022

Armed with contextual data, you can also create more personalized, and targeted customer experiences across the entire customer journey – from personalized proactive outbound messages to razor-accurate chatbot answers, and more.

Data Visualization 118

Data Visualization User Friction Customer Experience Customer Communications 118

Intercom, Inc.

JULY 6, 2021

At Recruiterbox, Chelsea Baker instilled this respect for cultural differences through rigorous training: “[Supporting customers globally requires an] understanding of the cultures you’re working with and training for your team to make sure they’re being mindful of how different cultures process information or communicate.”.

Customer Experience 232

Customer Experience Data Visualization User Testing Customer Feedback 232

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

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. The empathy void isn’t solved by more training. I hire great people, and I keep them well trained. Last month, we published the second edition. They have great ideas.

Reporting Tools 211

Reporting Tools Research Software Feedback Software User Testing 211

Intercom, Inc.

NOVEMBER 20, 2018

Despite that value, however, there’s a drawback – a lack of formal sales training and sales process can seriously undermine those initial efforts. “You will be better served in the long run if these are viewed more as product collaborators” It can also help shape marketing messaging. How do they describe the category?

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Userpilot

JULY 7, 2022

Use in-app messages and emails to communicate. Customer service teams should be trained to respond appropriately to customers during critical interactions. Engage with customers through in-app messages. You can use in-app messages to onboard new users, drive feature adoption, account expansion, collect user sentiment, etc.

Feedback Software 87

Feedback Software Customer Experience Customer Feedback User Testing 87

Intercom, Inc.

FEBRUARY 1, 2022

With 59% of organizations reporting increased inbound volume , gathering customer feedback will help you to find out and address rising expectations directly. This can be as simple as implementing a rating system, timely follow up messages, or even surveys to gather valuable qualitative data.

User Testing 118

User Testing Customer Experience Data Visualization Customer Feedback 118

Intercom, Inc.

APRIL 21, 2022

Messaging is increasingly ubiquitous in our personal lives, yet we still pick up the phone to talk to support in the same way we did 50 years ago. Switch to messaging mid-call. Switch is the best of both worlds: it combines the personal touch of a phone call with the convenience of messaging. The clue’s in the name.

Customer Experience 118

Customer Experience Messaging Technology Naming 118

Intercom, Inc.

MAY 6, 2019

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? Check out how Cleo uses our Answer Bot to manage close to 200 inbound chats coming in daily. 3 techniques to improve product adoption.

Onboarding KPIs 196

Onboarding KPIs Customer Experience User Testing Research Software 196

Business of Software Conference

NOVEMBER 16, 2023

Inbound Calls When new customers sign up, your system automatically sends them a number of emails – a generic welcome, a receipt, and maybe one or two others. Your customers expect these messages from you. does not regularly invest time in cold calling; all of their business comes from inbound sales. But how do you do it?

Research Software 52

Research Software Feedback Software User Testing Customer Experience 52

Userpilot

APRIL 26, 2024

Customer success teams are your first line of defense in ensuring users accomplish their JTBD (job to be done) so don’t hesitate to invest in employee training. Kontentino welcome message Kontentino created their interactive walkthrough using Userpilot and witnessed a 10% increase in their activation rate.

Feedback Software 52

Feedback Software Analytic Tools Research Software User Testing 52

Userpilot

JULY 19, 2021

Send a personalized in-app welcome message when a new user signs up. – you might need in-person training. It allows you to deliver the right message to the right group at the right time. Messaging them with relevant, contextual, and personalized messages at various stages of their journey will improve their experiences.

Analytic Tools 98

Analytic Tools Research Software Reporting Tools Customer Communications 98

Intercom, Inc.

MARCH 29, 2022

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’re used to being left on hold, being swamped with irrelevant messages in spam, trying new products or features that are just hard to navigate and use.

Feedback Software 118

Feedback Software Customer Communications Reporting Tools Events 118

Userpilot

JUNE 22, 2022

This category also includes emails or in-app messages which prompt the user to engage with the product – or re-engage with it, like in the Grammarly example below. Hubspot offers free inbound marketing training. Hubspot is a comprehensive inbound marketing platform. Investment.

Research Software 59

Research Software Feedback Software Customer Experience User Testing 59

Lenny Rachitsky

MARCH 12, 2024

Subscribe now P.S. Don’t miss Lennybot (an AI chatbot trained on my newsletter posts, podcast interviews, and more), my PM recruiting service (we help you hire Sr. Even better, the messages I get daily from listeners melt my heart. Welcome to this month’s ✨ free edition ✨ of Lenny’s Newsletter.

Technical Review 137

Technical Review Analytic Tools Research Software Feedback Software 137

Userpilot

MARCH 15, 2022

Create value proposition and messaging. GTM strategy step 2: Create value proposition and messaging. Once you’ve done this you can then create a value proposition and marketing messages for your landing page and other channels that speak directly to the customer pain points. Decide on your sales and pricing strategy.

Research Software 81

Research Software Strategy Customer Experience User Testing 81

Pragmatic Marketing

OCTOBER 11, 2019

And then it's a lot of also research in terms of, you know, under really understanding our audience really understanding the market and then maybe you know more and more too we've also started to do message testing so we've got some researchers on our team who can do some cool kind of like multi variant message testing.

Product launches 70

Product launches Research Software User Testing Product Research 70

Pragmatic Marketing

OCTOBER 11, 2019

And then it's a lot of also research in terms of, you know, under really understanding our audience really understanding the market and then maybe you know more and more too we've also started to do message testing so we've got some researchers on our team who can do some cool kind of like multi variant message testing.

Product launches 70

Product launches Research Software User Testing Product Research 70

Userpilot

JANUARY 10, 2022

Customer success teams are your first line of defense in ensuring users accomplish their JTBD (job-to-be-done) so don’t hesitate to invest in employee training. Having interactive product guides at the start of the onboarding process is another practice that can reduce inbound support tickets while improving the customer experience.

Feedback Software 93

Feedback Software Analytic Tools Research Software User Testing 93

NextBigWhat

OCTOBER 30, 2020

Task relevant maturity (TRM): for a team member is a combination of the degree of their achievement orientation and readiness to take responsibility as well as education, training, and experience. Inbound marketing: A marketing strategy that attracts customers by creating valuable content and experiences tailored to them.

User Testing 52

User Testing Reporting Tools Product Management Product Manager 52

Intercom, Inc.

JUNE 21, 2018

That means your focus should be on building the right customer profile and developing precise messaging to reach them. We just had to figure out the messaging, the timing, and how we were going to go about pulling our current audience into the new stuff while also selling to a new audience. Is it getting their stack right?

Outbound 183

Outbound Technical Advisors Weak Development Team Product Research 183

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. We could show a photo of the beer train.

Technical Review 52

Technical Review Feedback Software Software Review Analytic Tools 52

Intercom, Inc.

NOVEMBER 5, 2019

We do some interesting things in terms of implementing automated text messaging and leveraging chatbots and things to that nature. Because you sent me an email, you called me, you sent me a text message. As a Series A business, we have teams in Sydney, Dublin, and LA, and a mixture of inbound and outbound now.

Research Software 139

Research Software User Testing Analytic Tools Reporting Tools 139

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.

Customer Experience 165

Customer Experience Customer Feedback User Testing Weak Development Team 165

Intercom, Inc.

APRIL 9, 2020

There’s also a lot of positive feedback from companies around how Intercom is allowing them to support their customers at this time when they can’t meet them face to face, and how they’re using our different features to support large inbound volumes. And in some cases this is good news, but in others it’s not.

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

Intercom, Inc.

OCTOBER 29, 2020

And, yes, that means we have to be good for targeting, marketing, messages, and yes, it means we need to be really good at structuring thousands of inbound conversations and doing ticketing workflows and triage and all that sort of stuff. I’ve been super impressed with our allyship training.

Feedback Software 209

Feedback Software Research Software Reporting Tools User Testing 209

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). Spotting fundamental flaws. And this makes sense. So, do we really need a product owner?

Weak Development Team 70

Weak Development Team Agile Research Software Reporting Tools 70

Brian Balfour

JUNE 20, 2017

Ultimately, their two most basic criteria evaluate an inbound Creator's breadth of reach and depth of relationship with their audience. The team thought that the video's positive message and authentic delivery would be an extra boost at crucial moment many of the most qualified Creators still drop off.

Research Software 84

Research Software Onboarding KPIs User Testing Customer Experience 84

Intercom, Inc.

FEBRUARY 27, 2020

Fergal: One of the great things about these neural network architectures is they take a ton of time to train, but once you’ve trained them, they’re computationally fast. Does the single biggest topic people ask about cover 1% of your total inbound volume of questions? But another Intercom product is Messages.

User Testing 23

User Testing Artificial Inteligence Data Visualization Customer Experience 23

Business of Software Conference

JANUARY 16, 2020

So positioning is not the same thing as messaging. So again I’m not a marketer by training so I sort of ended up in marketing. One inbound leads increased by 100% which establish business that’s a lot. It’s not a tag line. It’s not your vision in the market. It’s not the same thing as branding.

Positioning 108

Positioning Analytic Tools Reporting Tools Research Software 108