Intercom, Inc.

MAY 13, 2022

A customer journey can be defined as the interactions a customer has with your brand from the very first time they engage with you to the point of purchase. What are the steps of the customer journey? At each phase of the customer journey there are touchpoints. What is a customer journey map?

Customer Experience 223

Customer Experience User Friction User Testing Data Visualization 223

Intercom, Inc.

APRIL 26, 2022

Yes, product and pricing are still important ingredients – but, a great customer experience is the secret sauce (chef’s kiss). Here are 5 ways e-commerce companies can improve their customer experience: Act on customer feedback. Maintain an omnichannel customer experience. Prioritize meaningful customer engagement.

Customer Experience 219

Customer Experience User Testing Customer Feedback Feedback Software 219

Intercom, Inc.

MARCH 10, 2022

And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams. Great e-commerce experiences for customers are built on speedy responses, instantaneous gratification, and convenience – this is no easy feat to provide. Sense their frustration?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Userpilot

SEPTEMBER 30, 2024

What is a messaging strategy? A messaging strategy is a marketing framework /plan that outlines how your brand communicates its key messages and unique selling proposition to its target audience. Why should you have a solid messaging strategy? A good place to start is by creating user personas.

Messaging 111

Messaging Research Software User Testing Analytic Tools 111

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. I mentioned at the start our company values: obsessesing over our customer success. Thomas: Awesome.

Data Visualization 211

Data Visualization Reporting Tools User Testing Customer Feedback 211

Folding Burritos

DECEMBER 7, 2017

As Product Managers, we perfectly understand the need to generate and use customer feedback. This led me to reach out to 14 leading Product Managers and talk with them about how they use customer feedback in their own companies and teams. There’s a ton of useful information throughout those conversations.

User Testing 249

User Testing Customer Feedback Feedback Software Customer Experience 249

Alchemer Mobile

AUGUST 19, 2024

“We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and we work backwards.” – Jeff Bezos, founder of Amazon. For product managers, the path to success—both on an individual level and for the company as a whole—depends on a deep understanding of their customers.

Product Research 172

Product Research User Testing Customer Feedback User Friction 172

Alchemer Mobile

FEBRUARY 21, 2025

Surveys, combined with open text analysis, however, hold immense potential for uncovering deeper customer insights from customer feedback. In this post we explore how to effectively incorporate open text analysis into your CX survey strategy to unlock those deeper customer insights. Why are we losing customers to competitors?

Customer Feedback 113

Customer Feedback Feedback Software User Testing Data Visualization 113

Userpilot

AUGUST 5, 2024

The right product marketing messaging framework can dramatically change your product’s position in the market and your product management outcomes. Let’s explore: What a product messaging framework is. The key elements of an effective messaging framework. Steps to create compelling product messages.

Messaging 105

Messaging Framework Feedback Software Research Software 105

Userpilot

DECEMBER 18, 2024

Without effective UX analytics that goes beyond collecting data, you’re losing valuable customers. Unfortunately, the research backs this up, with a staggering 90% of users reporting that they stopped using an app due to poor performance. But over time, customer needs evolved. I will discuss why in just a second.

Data Visualization 105

Data Visualization Analytic Tools Research Software User Testing 105

Userpilot

NOVEMBER 27, 2024

By analyzing user rage clicks , extended pauses on specific screens, hesitant mouse movements, or back-and-forth navigation between pages, teams can quickly identify pain points that hinder the user experience. Analyze paths taken by churned users Struggling with customer churn but not sure why your users are leaving?

Data Visualization 105

Data Visualization Analytic Tools Definition Customer Feedback 105

Alchemer Mobile

JULY 29, 2021

Customers want to be heard. Product feedback is the ideal way to hear from specific customers and understand their needs before they move to one of your competitors. Proactively gathering feedback allows you to quickly identify and solve their pain points. Create products and release features customers want.

Feedback Software 246

Feedback Software User Testing Customer Feedback Research Software 246

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. At SaaStr Summit , I spoke about how businesses can adapt during these uncertain times by focusing on customer impact. Embracing a philosophy of change.

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

Userpilot

MARCH 9, 2025

What happens when you build a product or service around what you think potential customers want, only for them to buy something else? For starters, it shows you dont know your customers well enough. But worse than that, it leads to lower revenue, failed products, and plummeting customer loyalty. The short answer: yes.

Research Software 81

Research Software User Testing Analytic Tools Feedback Software 81

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Why proactive support is your first line of defense.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Userpilot

AUGUST 12, 2024

Your homepage is one of the first points of contact a user has with your business. They may abandon the page if the messaging and positioning are confusing or contradictory. Learn from Anthony how to rewrite your homepage with sharper positioning and messaging. Ensure clear and consistent messaging. Register now.

Messaging 105

Messaging Positioning Data Visualization User Testing 105

Userpilot

APRIL 16, 2025

Your customer information lives in Salesforce, while your support tickets are in Zendesk, your product usage data in Mixpanel, and your marketing campaigns in HubSpot. Data fragmentation prevents you from delivering the cohesive, personalized experiences your customers expect. Sound familiar?

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Product Innovation Educators

NOVEMBER 14, 2022

We thought about how we could shift that to a more positive experience and cut down on pain points. ” Make sure all those pieces are tight—you understand what you’re selling, the typical emotion, who your customers are, and how they find your product. We had to be really tight on that messaging.

Product launches 254

Product launches Development Team Review Technical Review Customer Feedback 254

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

Product Talk

FEBRUARY 12, 2020

Lisa began her career in data science and spent four years as a data scientist at Airship , a marketing and messaging automation company. We then jammed those models into our platform so that customers could access the outputs in many ways.” You also have a mobile app that sends similar messages via push notifications.

Product Research 261

Product Research Data Visualization User Testing Research Software 261

Userpilot

JANUARY 20, 2024

How can message mapping support your company’s communication with customers and drive product engagement ? We also show you how to create a message map for your SaaS! Utilizing message mapping ensures all team members’ alignment in their communication across various channels. Let’s get to it! Book the demo!

Messaging 100

Messaging User Testing Research Software Analytic Tools 100

Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. Even today, many months later, I’ll get a message every once in a while that says, ‘Hey, the customer that I helped reached out to me and they’re doing great.’”.

Customer Experience 179

Customer Experience Feedback Software User Friction Customer Feedback 179

Alchemer Mobile

AUGUST 26, 2021

Your customers are already on their phones – meet them where they’re at through in-app feedback collection. This eliminates the amount of steps customers have to take to give you feedback, which further increases the number of people willing to give you that feedback. Why you should be collecting in-app feedback.

Feedback Software 246

Feedback Software User Testing Customer Feedback Product Research 246

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

Product Research 232

Product Research Data Visualization Customer Feedback User Testing 232

Product Innovation Educators

SEPTEMBER 2, 2024

It guides product managers through the complex landscape of what customers need, want, and how they behave. It’s important because it helps uncover what customers need and want, even if they don’t know it themselves. This information is gold for creating successful new products.

User Testing 280

User Testing Product Research Market Research Research Software 280

Userpilot

MAY 27, 2025

That kind of improvement comes from analyzing the data to see what’s happening inside your app, helping you answer critical questions like: Where are users dropping off or getting stuck? Which in-app behaviors correlate with long-term user retention? Gathering all this information directly leads to better product decisions.

Analytic Tools 95

Analytic Tools Research Software Feedback Software Data Visualization 95

The Product Guy

MAY 7, 2020

Also, in various organizations which have grown in product maturity, customer base etc., This role also focuses on increasing the retention rate for existing customers. A well defined product strategy provides insights into the deep customer problems that your product is trying to address.

Technical Review 398

Technical Review Product Management Product Manager Onboarding KPIs 398

The Product Coalition

MARCH 24, 2021

Innovators have to build first reference customers in the mainstream market to prove having a promising business model and a compelling offering. Focus on identifying your target audience, communicating an authentic message that they want and need and project yourself as an “expert” within your niche” (Kim Garst, Marketing Thought Leader).

User Testing 158

User Testing Research Software User Friction Customer Experience 158

Intercom, Inc.

SEPTEMBER 18, 2019

Your potential customers see dozens, sometimes hundreds, of marketing messages every day and everywhere: on social media, on their phones, on billboards as they drive down the street. Any marketing messages they see then are effectively out of context. But this kind of marketing has a low success rate. It’s all about context.

Marketing 36

Marketing Research Software Customer Communications Data Visualization 36

Intercom, Inc.

APRIL 30, 2018

Resources such as Clearbit can give you crucial information about both your lead and their business at a glance, including industry, location and company size. Having this information from the very outset is key as the conversation develops, and allows you to be selective about who you talk with in the first place.

B2C 214

B2C Research Software User Friction User Testing 214

Product Innovation Educators

FEBRUARY 15, 2021

I know I have put my focus in one area and neglected other aspects of the user experience—for example, the functional experience with the product, while perhaps ignoring the onboarding aspect or the customer support aspect. I started thinking about the first time user experience. Are they speaking directly to my pain point?

Customer Experience 181

Customer Experience UX User Friction Product Management 181

Userpilot

AUGUST 30, 2024

Customer insights enable SaaS teams to understand them better and build products that satisfy their genuine needs. From the article, you’ll learn about different kinds of customer insights (from product analytics and only) and the benefits of gathering them. Let’s dive right in! Book the demo to find out how!

Data Visualization 105

Data Visualization Customer Feedback User Testing Analytic Tools 105

Product Talk

DECEMBER 18, 2024

Every single person that contributes to building a product, all of the makers in the room, we need to care about our customers, we need to make sure that what we’re building is going to work for them, and I want to introduce some ideas that will help you do that. What I saw was they were talking to customers periodically.

Product Research 245

Product Research Research Software Analytic Tools Feedback Software 245

UX Planet

JANUARY 22, 2025

In an era defined by relentless innovation and unprecedented customer expectations, the nature of financial services marketing has changed. Todays customers expect financial brands to deliver deeply personalized, seamless digital experiences at every touchpoint, consistently reinforcing what they stand for.

Reporting Tools 98

Reporting Tools Feedback Software Finance Branding 98

The Product Coalition

APRIL 24, 2023

A customer feedback repository is the place you keep all your feedback data. What is a customer feedback repository? A feedback repository is a central location where product teams can collect and organize customer feedback. Gathering customer feedback is crucial for creating successful products.

Feedback Software 144

Feedback Software Analytic Tools User Testing Customer Feedback 144

Intercom, Inc.

AUGUST 25, 2021

We have achieved a great deal in the past decade – we have built a lot of great product , hired hundreds of wonderful people , and helped thousands of amazing companies form lasting relationships with their own customers. Paul Adams , SVP of Product, summarizes the power of messaging. They were seeking an initial $600,000 in funding.

Customer Experience 220

Customer Experience Data Visualization Onboarding KPIs User Friction 220

Intercom, Inc.

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Think of CX as each moment of engagement along the customer journey. What is a customer service experience?

Customer Experience 138

Customer Experience User Friction Data Visualization Customer Satisfaction 138