Marketing doesn’t stop when you’ve acquired a customer

Inside Intercom

It really is our “knowledge base” Look beyond FAQs. Sales & Marketing activation content marketing customer acquisition customer loyalty documentation expansion help content knowledge base Marketing Content product demos product education retention webinars

Educate your customers through self-help support

The Product Coalition

Support Hero is an advanced knowledge base system for Saas apps. Support Hero is self-service knowledge base that helps companies educate their clients. knowledge-base support-heroes saas faq siftery-creator-stories

Positioning Technical Features to Sound Simple

Proficientz – Product Management University

For example, let’s say you have a knowledge base platform that’s used by customer service professionals and it has unique capabilities that would help the CSRs in a way that improves their productivity and helps their organization improve customer satisfaction scores. Our product is very unique technically, but we’re having trouble positioning technical features in non-technical terms. No one understands our unique value. Any suggestions?

Feature Release: User Segments


Our knowledge base has been updated with a new User Segments section. We’re excited to announce our newest tool, User Segments!

eG Enterprise Staffing Guidelines for Citrix Digital Workspace Services

eG Innovations

This post will outline some of the ITIL guidance from the perspective of eG Enterprise and a Citrix-based digital workspace. the context of all events/alerts is based on end user and digital service performance.

Q&A with Extensis VP of Development & Strategy, Toby Martin


We’ve also established an absolute requirement for every new product to be integrated with Revulytics upfront, so we start each product’s journey by building that knowledge base from day one.

Gleaning Product Insights from Your User Onboarding Process


If your company offers webinar-based training or does one-on-one conference calls (hopefully with screen sharing) to get your customers started with your products, you have a great opportunity to sit back and take notes on what you hear (and see) during these sessions.

How to Foster Healthy Communication When Your Team is Distributed

Mind the Product

Shared knowledge bases – JIRA, Confluence, Roadmunk, Airtable, etc. Pooling knowledge and creating consistent communication points is vital. It’s also a great way to document knowledge held in one team and easily share it across teams as needed. Whether co-located or distributed, a shared vision leads to shared values, which leads to shared knowledge, which leads to shared understanding.

How Intercom helped a bootstrapped SaaS business punch above its weight

Inside Intercom

In addition to talking to customers directly, you can empower them to find answers themselves using Intercom’s knowledge base. This enables you to create segments of users based on things like location, revenue, industry or certain behaviors within the product.

Product thinking: behind our new Messenger home screen

Inside Intercom

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?

How to maintain high quality conversations with your customers at scale

Inside Intercom

Other important ingredients for a quality conversation can be harder to measure, such as the product knowledge and tone of your customer support agents. A reviewer then scores a conversation based on a number of criteria.

Books 67

How customer service chatbots are redefining support with AI

Inside Intercom

AI chatbots use your existing information and resources, like FAQs or knowledge bases , to answer questions and offer help. You should think about adding a chatbot feature like this to your website if: You have a global, growing base of customers.

Grow with the flow: scaling live chat for personal customer support

Inside Intercom

We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. However, for most companies, “self-service” support means a static, monolithic knowledge base intended to deflect customers, hoping they find the answer for themselves. These knowledge bases offer an impersonal, out of date, deliberate dead end whose sole purpose is to keep support costs down.

The 5 Minute Guide to Design Systems


New employees have access to a shared general knowledge base and components for designers, PMs, and engineers. The kit was based on our experience building our internal design system across two offices. What a design system is, why you need one, and how to build it.

The importance of an effective product marketing strategy

Inside Intercom

Similarly, when we launched our new knowledge base product in December 2016, it became clear that product and marketing were not aligned on what the product was, let alone how we should take it to market. Raechel: “Why does our own knowledge base, powered by our new product, live at docs.intercom. Paul was (rightly) arguing that the product was more than a knowledge base and that we needed to help build a bridge to the future.

Enhance your answers – how to handle frequently asked questions

Inside Intercom

Whether you call it an FAQ page, a help center or knowledge base , collecting the resources and responses to people’s most common problems in a single, easily searchable location creates a first port of call for your customers.

How B2C companies are using live chat to drive sales and offer a personalized customer experience

Inside Intercom

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. “We For online businesses, customer experience is king.

B2C 63

How to Make an Impact on the Product Management Community in 15 Minutes

The Product Coalition

the PM benchmarking survey covers 4 areas Your participation greatly adds to this knowledge base that will be available to the product management community, helping inform strategic decisions and effect change.

The Best Product Management Podcasts

The Product Coalition

He is interviewed in this fascinating podcast, and discusses some useful insights into the world of product management based on his years of experience in the field. What better way is there to learn and improve than listening to expert insights?

Agile 78

Dear Strategy: 076 Communicating New Features To The Marketplace

Dear Strategy

I can’t tell you how many times I look to a company’s knowledge base, only to discover that their very own support materials have already been rendered obsolete. Dear Strategy: “How do you communicate new features to users in a fast, Agile release cadence?”. . Here we have a question that could be interpreted as being somewhat more tactical than strategic.

How customer support can keep up with customer expectations

Inside Intercom

While chat is especially helpful for new customers, Zenoti moved their knowledge base to Intercom to take advantage of the machine learning available in Intercom Articles. Articles recommends what content to write next based on customer searches.

Growing Pains: What to Expect When Your Startup Hits a Growth Spurt

This is a good time to start considering support automation tools, chat support solutions and to start planning your knowledge base. “When in doubt, run in circles, scream and shout”. Anonymous.

Key strategies to successfully scale your customer support

Inside Intercom

It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands.

Growing Pains: What to Expect When Your Startup Hits a Growth Spurt

This is a good time to start considering support automation tools, chat support solutions and to start planning your knowledge base. “When in doubt, run in circles, scream and shout”. Anonymous.

How to balance customer success and revenue in sales

Inside Intercom

Our customer success managers, or CSMs, typically step in after a large deal has closed and provide tailored onboarding based on the customer’s specific goals. At many companies, sales teams direct customers to their company’s knowledge base or customer support team for onboarding help.

Getting the Best Products to Speak for Themselves

Mind the Product

Everyone in your company has a unique insight into the customer experience: Marketing teams shape your customers’ on-site experience and share knowledge through educational resources. Give Your Product a Voice.

B2B 123

Want your support team to drive revenue? Go real-time

Inside Intercom

Despite 6+ months of tweaking, we’re still working hard to improve our scheduling – and continue to iterate and experiment on the right volume of shifts in a row, day and week for our team based on conversation trends.

How To Hold Better Meetings With The Help Of Graphic Facilitation

UX Studio

Creating paper-based drawings gives participants a completely different feeling. Later on, your own distinctive style will emerge and the principles learned while copying will serve as a great knowledge base. I first heard about graphic facilitation at a UX conference where the speakers made amazing drawings during their talks. I found it pretty cool but took it for just a great way to make some notes.

Support: the product manager’s secret weapon

Under10 Playbook

Basing your product roadmap on ad-hoc promises made to win a sale is a sure-fire way to lose sight of your vision for the product, and doesn’t actually address the needs of your end users. As a product manager, you want to build products that people want to buy and that customers love.

How we Created a Successful Weekly User Feedback Program

Mind the Product

We created a link on our knowledge base that connects to a Typeform that asks users for information about their usage and who they are. If you’re a product manager, UX researcher, or startup founder, you know how valuable customer feedback can be. You’ve probably heard the current buzzword “continuous delivery” and recognise that learning about your users’ problems and experiences on an ongoing basis makes for better, more creative, and effective product decisions.

Defining customer support: why it’s key to your long-term success

Inside Intercom

Depending on the industry, these services can range from call centers to ticket-based helpdesks, from self-serve knowledge bases to increasingly personal types of customer support using tools such as Intercom.

B2B 83

Hearing About Accounts, Listening for Segments

Mironov Consulting

An educational software company might assign 30 large East Coast private universities to its Boston-based sales rep.) Yet some of Citibank’s demands are, indeed, of broad value to our entire customer base. Which help pages or knowledge base articles are end users accessing the most?

Product man, Renaissance man

The Product Coalition

The product manager of today is wearing many hats, using a broad knowledge base to define the problem-solution-fit, make trade-off decisions, bringing together cross-functional teams, ensuring alignment between diverse functions, while still commanding the respect of engineering.

How to leverage in-app marketing for growth in 2019

Inside Intercom

billion users found that the average retention rate for web-based apps is only about 10%. Quick and contextual access to knowledge base content or customer support. All your messaging is marketing, both before and after the sale.

Assembly required – 45 sales tools to build the ultimate tech stack

Inside Intercom

Eliminate low-value work by creating self-serve resources like a smart knowledge base that can quickly serve up answers to frequently asked questions. Guru provides one source of truth for all our collective sales knowledge.

Demo 82

Three Superpowers of a Product Manager

Mind the Product

For a complete handbook on how to use a certain software product we use Wikipedia’s open source MediaWiki to create our own company Wiki as a knowledge base accessible to anyone within the company.

New Product Development: an Introduction to Gate Systems

Mind the Product

These team members should not be penalized for this as they are contributing to the general knowledge base of the company that may well lead to other successes down the line.

Build your own chatbots with Custom Bots

Inside Intercom

It’s powered by Operator, our bot technology, and if your business has a website, this is definitely going to help you grow your customer base and make your sales, marketing, and support teams more efficient and hopefully a little bit happier as well.

Books 57

Your guide to a successful live chat support implementation

Inside Intercom

Some products are more complex than others, and some customers might have more questions based on their level of experience. Including an estimated wait time for a response, based on the first time to response in your shared inbox.

Demo 63

Professional Spotlight: Cem Kansu of Duolingo

The Product Coalition

He can be found on the home screens of users across the world and boasts a user base of over 300 million. Also, typing something on a phone, doesn’t immediately transfer to offline knowledge of a language. Recognize this sweet little owl? Your answer is likely “yes”.