Intercom, Inc.

MAY 11, 2022

That means going right back to the fundamentals of every problem and solution, but it ultimately increases understanding, speeds up your organization, and allows you to learn faster by collecting customer feedback as you go. Simplification is a skill in its own right, and it’s best learned and improved by repetition.

Feedback Software 145

Feedback Software Customer Experience User Testing Customer Feedback 145

The Product Coalition

FEBRUARY 15, 2024

In the relentless pursuit of efficiency, businesses are constantly exploring new frontiers. However, a new era of possibilities has dawned with the emergence of Generative AI (GenAI). GenAI can fundamentally transform how businesses operate, fostering agility, efficiency, and innovation.

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Generative AI Data Visualization Reporting Tools Research Software 106

The Product Coalition

FEBRUARY 15, 2021

TL; DR: How to Make Agile Work in Fast-Growing Startups For years, I worked in several Berlin-based, fast-growing startups in my capacity as Scrum Master, agile coach, and Product Owner. These are my lessons learned on making ‘agile’?—?including Their collaboration will lead over time to a ‘team of teams’ structure.

Agile 176

Agile Startups Technical Review Software Review 176

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. For Natasha, the answer is a resounding yes.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. How would she provide the right technical direction for the company? How are you going to get there?

Engineering 204

Engineering Software Review Technical Review User Testing 204

Intercom, Inc.

DECEMBER 8, 2020

To provide this, you must understand how your customer experience stacks up against these expectations. But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers.

Onboarding KPIs 211

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 211

Userpilot

NOVEMBER 3, 2022

Not implementing it is like having a retail business and wondering if your customers will like a touch of e-commerce. Most knowledge bases contain information in different formats: knowledge base documents, how-to guides, explainer videos, glossaries, etc. Results in higher team productivity. Sounds ridiculous? Saves time.

Analytic Tools 92

Analytic Tools Feedback Software Customer Communications Data Visualization 92

Userpilot

SEPTEMBER 18, 2021

Aspiring product marketers – are you worried about nailing your product marketing manager job interview? Whether this is your first product marketing job or if you're moving to a new company, product marketing interviews can be intimidating. But if you know what to expect, you can prepare beforehand.

Onboarding KPIs 91

Onboarding KPIs Analytic Tools Research Software Product Marketing 91

The Product Manager Coach Blog

JANUARY 23, 2024

You’ve just landed a new product manager role, and the mix of excitement and nerves is palpable. Starting a new product manager job is not just about a change in your job title; it’s a defining moment in your professional journey. He needed to establish trust to lead and drive his product effectively.

Product Research 52

Product Research Product Management Product Manager Feedback Loop 52

The Product Coalition

FEBRUARY 27, 2022

So you found a new position as a product leader, congratulations! Here are my tips for getting your job off to a great start. Photo by Belle Co from Pexels With all the money invested in tech these days, companies are hiring like crazy, and everyone seems to be switching jobs.

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People-First Product Leadership

SEPTEMBER 17, 2023

A new product manager is joining my team in a few weeks. I created an onboarding document to help frame the work, people, and history the new PM would encounter during their first 30, 60, and 90 days. The advice I provided was similar to the approach I took for onboarding my new PM.

Research Software 52

Research Software Data Visualization Analytic Tools Feedback Software 52

Intercom, Inc.

JUNE 9, 2022

They help us make sure everyone is working towards the same goals, that every new hire is aligned with how we do things and is empowered to make decisions from the get-go. We’ve recently kicked off a series exploring the thought process behind them , tackled by the people who do the work every day – our own R&D team.

Feedback Software 138

Feedback Software Research Software User Testing Customer Experience 138

Intercom, Inc.

DECEMBER 21, 2021

We have accelerated through many years of progress as if we’re living in a time-lapse – and now more than ever before, forging strong, personal relationships with your customers online is the key to survival and growth. Below, the editorial team here at Inside Intercom pick out a selection of our favourite pieces from the past year.

Customer Communications 196

Customer Communications User Testing Research Software Technical Review 196

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. But conversational support doesn’t just benefit your support team. First of all, let’s cover the basics.

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Weak Development Team Reporting Tools Research Software Feedback Software 129

Userpilot

APRIL 23, 2021

Looking for user persona examples to inspire your research, or (product) marketing strategy? Depending on how many your product has, it may require several hours of interviews and a number of surveys to do each. In this article, we’ll take a quick look over what a user persona is and how to create one.

Analytic Tools 98

Analytic Tools Feedback Software Research Software User Testing 98

Userpilot

JULY 6, 2021

How many people should there be in your SaaS product marketing team? When should you start building a product marketing team and what role should you hire first? Let's talk about how to build and structure product marketing teams for SaaS products. SaaS product marketing team structure.

Research Software 97

Research Software Feedback Software Product Marketing Marketing 97

Userpilot

AUGUST 11, 2022

Since customer success roles are relatively new, companies don’t always have a clear idea of what responsibilities are appropriate for a customer success manager (CSM). Customer success ensures customers get their desired outcome when using your product. Creating a minimum-viable onboarding process with in-app guidance.

Feedback Software 93

Feedback Software Research Software Analytic Tools User Testing 93

Nulab

JANUARY 13, 2020

The onboarding experience for a new hire should be smooth and well-managed. But there are simple ways to make employees’ onboarding experiences comfortable. Following these steps, you will easily be able to onboard a new hire into your collaborative team. Twitter: @Venngage.

Customer Experience 88

Customer Experience Events User Testing Education 88

Intercom, Inc.

JULY 24, 2018

Working remotely in and of itself is challenging, but growing and moving a remote team into an office brings its own challenges. What’s it like when a team used to working remotely transitions to working together in an office? Due to our rapid growth, we needed to scale the team remotely before opening an office.

Customer Experience 149

Customer Experience Software Review Startups Definition 149

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. Within four years there, we grew from 10 to 100 people and I progressed from being an intern to leading the Engineering team.

Engineering 118

Engineering Startups Technology Customer Experience 118

Userpilot

APRIL 9, 2024

What are the best onboarding platforms available on the market in 2024? This depends on your use case. Are you looking for an onboarding solution for web or mobile apps? Do you need it to support customer or employee onboarding processes? Are you after specific features to support your onboarding tasks?

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Customer Communications 52

Intercom, Inc.

AUGUST 27, 2018

As your business grows, having an excellent customer support team who can keep up is critical. Ramping up that support team, however, is easier said than done. It may seem overwhelming to bring them up to speed on every aspect of your product, workflow, resources, company voice and common customer questions.

Customer Experience 141

Customer Experience Technical Review Data Visualization Article 141

The Product Coalition

APRIL 6, 2021

My first focus was building the team and the first step was to get the right people onboard. Try hiring one!… We had agreed with the Leadership team that we wanted to hire a senior team. We had agreed with the Leadership team that we wanted to hire a senior team. What profiles?

User Testing 97

User Testing Product Management Product Manager Product Research 97

UX Studio: Product Management

MARCH 12, 2024

While there are a lot of resources and courses to learn design or research, I believe things are slightly different regarding management. No matter how many new tools or techniques emerge, the fundamentals go a long way here – the basics for UX design managers, which you can read in this article.

UX 68

UX Weak Development Team User Testing Research Software 68

Intercom, Inc.

NOVEMBER 11, 2021

Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. We had them on the podcast way back in 2016, and they’ve even been a guest contributor to our book Intercom on Onboarding.

Customer Experience 254

Customer Experience Onboarding KPIs User Testing Feedback Software 254

Lenny Rachitsky

APRIL 23, 2024

Each week I tackle reader questions about building product, driving growth, and accelerating your career. Subscribe now P.S. Check out my PM recruiting service (helping you hire Sr. Today’s post, by returning collaborator Kyle Poyar , is one of my new favorite guest posts ever.

User Testing 87

User Testing Data Visualization Customer Feedback Customer Experience 87

Userpilot

APRIL 14, 2023

Having an effective SaaS onboarding strategy is essential to user success and, by extension, customer retention. If you don’t make your onboarding flow as streamlined as possible, you could struggle to retain customers in the long run. The product, sales, marketing, and CS teams all play a role in the onboarding concerto.

Analytic Tools 91

Analytic Tools Research Software Feedback Software Onboarding KPIs 91

Intercom, Inc.

SEPTEMBER 8, 2021

When it comes to launching sales teams in hyper-growth startups, few people have walked the walk as much as Maggie Hott. She “stumbled” into it, as she told us, first as one of the earliest sales hires of Eventbrite, where she stayed for four years, and then into Slack in early 2015 as the first sales rep in the Bay Area.

Weak Development Team 118

Weak Development Team Feedback Software User Testing Customer Experience 118

Userpilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy. Book a demo to learn how it works today.

Feedback Software 77

Feedback Software Analytic Tools Customer Feedback Customer Experience 77

Gainsight

JANUARY 11, 2024

Let’s demystify these roles to answer some fundamental questions: How are CSMs and CEMs different? How are CSMs and CEMs the same? How can these functions work together to enhance the customer experience ? Customer success is firmly entrenched in the SaaS business model. What’s a Customer Success Manager (CSM)?

Education 52

Education Analytic Tools Reporting Tools Feedback Software 52

Mironov Consulting

SEPTEMBER 14, 2020

Over the last three decades, across 10 full-time jobs and 150 consulting clients, I’ve headed up product teams 18 times (mostly as interim VP ) and helped another dozen companies choose their Head of Product. They don’t value experience running product management teams , instead overweighting narrow technical or market segment familiarity.

Reporting Tools 145

Reporting Tools Analytic Tools Onboarding KPIs Data Visualization 145

Userpilot

DECEMBER 7, 2021

Product designer vs UX designer—how do these two roles measure up against each other? And understanding their key differences will help you make the right choice, whether as a tech newbie or as an organization looking to scale their product team. On the other hand, UX designers will only design how something works but not how it looks.

UX 90

UX Research Software User Testing Analytic Tools 90

Intercom, Inc.

MAY 19, 2022

For the last couple of years, the pandemic has forced organizations to adapt and make changes in how they grow, provide support, and retain customers around the world. To maintain quality as you scale, don’t compromise your bars on hiring – even if you’re doing it under pressure. Short on time?

Reporting Tools 104

Reporting Tools Data Visualization Feedback Software Customer Feedback 104

Userpilot

SEPTEMBER 18, 2021

Aspiring product marketers – are you worried about nailing your product marketing manager job interview? Whether this is your first product marketing job or if you're moving to a new company, product marketing interviews can be intimidating. But if you know what to expect, you can prepare beforehand.

Onboarding KPIs 52

Onboarding KPIs Analytic Tools Research Software Product Marketing 52

Userpilot

SEPTEMBER 18, 2021

Aspiring product marketers – are you worried about nailing your product marketing manager job interview? Whether this is your first product marketing job or if you're moving to a new company, product marketing interviews can be intimidating. But if you know what to expect, you can prepare beforehand.

Onboarding KPIs 52

Onboarding KPIs Analytic Tools Research Software Product Marketing 52

Intercom, Inc.

JULY 25, 2018

That’s what I’ve learned most in the past 7 years at Intercom. And it’s usually your fault. During the founding stage , the wrong co-founders can cause your company to fail. During the founding stage , the wrong co-founders can cause your company to fail. Short on time? Here are five quick takeaways: 1.

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Onboarding KPIs User Testing Startups Vision 152

Userpilot

NOVEMBER 24, 2022

Step-by-step guides are the base of your documentation and a must-have if you want to enable product growth. Proper documentation can go a long way when outsourcing processes, hiring new employees, and onboarding customers to use your product as intended. Outline and write your guide.

Feedback Software 93

Feedback Software Research Software User Testing Customer Feedback 93