Intercom, Inc.

NOVEMBER 14, 2018

KPIs help sales reps, managers and leaders track progress to targets, identify high-level trends and themes, and manage individual and team performance. Both are important if you want to manage your sales reps to top performance and ensure your team is on track to hit company goals. Lead generation KPIs (Top of funnel).

Data Visualization 188

Data Visualization Outbound Inbound KPI 188

Intercom, Inc.

JUNE 23, 2020

And because these modern tools are easier and more enjoyable to use, and agents aren’t answering repetitive questions, Support Managers are seeing happier, more productive support agents, who are staying in their roles much longer. It has the most comprehensive range of outbound proactive message types. What you need to do now.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Alchemer Mobile

MAY 14, 2020

Average inbound and outbound message volume. The bottom line is that product managers and mobile marketers in the Media category must have a baseline understanding of how their current performance stacks up with the marketplace – now, more than ever. Average app rating for Media apps. Average app review volume.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208

Intercom, Inc.

NOVEMBER 17, 2021

Customize your outbound emails with email editor improvements. Improvements to the email editor mean you get more control over the outbound emails you send. From the teammates settings page, managers can see a holistic view of teammates’ current Away statuses. Descriptive away statuses. Customizable notification sounds.

Customer Feedback 222

Customer Feedback Data Visualization Customer Experience User Testing 222

The Product Coalition

JULY 25, 2021

Product management requires you to master so many different skills, that there always seems to be a gap between what you do well and what you need to do well to succeed. As a manager of product people, it is your job to help them with this continuous growth, but it’s not always easy. most of us didn’t start as product managers?—?so

Weak Development Team 158

Weak Development Team Product Manager Product Management Outbound 158

Product Innovation Educators

MAY 10, 2021

How product managers can excel in both supportive and challenging organizational environments. In this discussion we share ideas and experiences for getting more benefits from product management and how you can help with that, regardless of whether your organization supports product management or not.

Outbound 156

Outbound Product Manager Product Management Finance 156

Intercom, Inc.

NOVEMBER 30, 2021

To achieve this seemingly elusive balance, it connects these three support layers and core capabilities: Proactive support that helps you get ahead of known problems before they reach your team using outbound messages , product tours , and mobile carousels. Issue tracking and management: Jira. Business intelligence: Prodsight.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. Instead of deflecting conversations, your team can prevent common issues from occurring in the first place.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Intercom, Inc.

MAY 25, 2022

Search underpins a whole host of core Intercom features – Inbox Views , API , Articles , the user list, Outbound , Reporting , Resolution Bot , and our internal logging systems. . DynamoDB : We use DynamoDB sparingly for very high read and write use cases. Search is an indispensable part of Intercom.

Reporting Tools 252

Reporting Tools Customer Experience Data Visualization Software Review 252

Intercom, Inc.

SEPTEMBER 8, 2021

By using technology to detect signals in their product and monitor trends in inbound conversations from customers, workforce management platform Tanda is leveraging proactive support to stay ahead of the curve and offer help to customers before they reach out to the support team. Outbound Messages. Stepping in at the right time.

Reporting Tools 237

Reporting Tools Inbound Customer Experience Data Visualization 237

Alchemer Mobile

JUNE 30, 2020

Average inbound and outbound message volume. Product managers and mobile marketers in the lifestyle category must have a baseline understanding of how their current performance stacks up with the marketplace – now, more than ever. Average app rating for lifestyle apps. Average app review volume. In-app survey response rates.

Feedback Software 165

Feedback Software User Testing Customer Feedback Customer Experience 165

Intercom, Inc.

APRIL 4, 2019

Reps manage the entire sales process from start to finish. Using data to drive outbound sales. This meant that when Jeanne wanted to get an outbound sales program off the ground, she had to get creative. At Stripe, Jeanne is trying a different approach. People are smart. They know when they’re being qualified.

Weak Development Team 162

Weak Development Team Outbound User Testing Research Software 162

Product Innovation Educators

APRIL 3, 2023

Summary of some concepts discussed for product managers [5:53] What is the definition or purpose of marketing? 13:42] Have you seen any shifts from outbound (getting information to people, e.g., billboard, advertisement) to inbound (people coming to you, e.g., on social media) marketing?

Data Visualization 267

Data Visualization Marketing Advertising Analytic Tools 267

Ask Benny

AUGUST 27, 2024

A product manager's primary responsibility is to ensure the value and viability of the product Recently, I came across an insightful episode on Lenny’s Podcast featuring an interview with Marty Cagan from SVPG , titled " Product Management Theater."

Product Manager 113

Product Manager Product Management Outbound Inbound 113

The Product Coalition

JULY 16, 2023

In recent years it seems that product management is all about execution and delivery. Photo by Kea Mowat on Unsplash When I moved into product management, almost 20 years ago, it used to be a very senior role. Photo by Kea Mowat on Unsplash When I moved into product management, almost 20 years ago, it used to be a very senior role.

Strategy 148

Strategy Product Manager Product Management Management 148

Alchemer Mobile

DECEMBER 16, 2022

In December 2022, the Alchemer product team launched more improvements to Standard Reports, improved Project Folder management, and account webhook enhancements designed to give account administrators more control and improve organization. Management for Project Folders. By Vanessa Bagnato, Director of Product Marketing, Alchemer.

Data Visualization 130

Data Visualization Outbound Customer Experience Management 130

Intercom, Inc.

MARCH 10, 2022

Address things like “rage clicking” directly with real-time, outbound messages to your customers to help them preemptively resolve issues. Features like outbound messages or banners are not just great for support, but marketing and sales teams can also reap the rewards of a proactive approach. Sense their frustration?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Intercom, Inc.

DECEMBER 3, 2020

Lucas Souza – Engineering Manager. Nicole Garrison – Product Marketing Manager. In the first podcast, I chatted with some of our teams from research, engineering, and product management, who translated your feedback into the features and products we built. I’ve been an engineering manager at Intercom for about 2.5

User Testing 152

User Testing Feedback Software Data Visualization Research Software 152

Mind the Product

MARCH 7, 2019

While working on a knowledge management solution aimed at custom support and sales teams, we integrated with several customer support desks and CRM. Below are some of our learnings, as well as approaches and practices that product managers can look at as they start thinking about the integration of their SaaS software.

Reporting Tools 187

Reporting Tools Data Visualization Customer Experience User Testing 187

ProductPlan

MARCH 17, 2020

A strategic product manager (PM) is responsible for shaping and sharing a strategic vision for a product, and yet—oddly enough—finding time for strategic activities can be a very real challenge. So, how does a product manager take ownership of more than just backlog management? Product Vision. Cultivate a Sense of Ownership.

Outbound 99

Outbound Product Manager Product Management Customer Experience 99

Alchemer Mobile

JUNE 16, 2020

If you’re a product manager or mobile marketer for a travel brand, put yourself in your customer’s shoes. Average inbound and outbound message volume. Usually, this is the easiest place for customers to quickly make changes to flight reservations and travel plans. Average app rating for travel apps. Average app review volume.

Travel 147

Travel Feedback Software User Testing Customer Feedback 147

Intercom, Inc.

NOVEMBER 4, 2020

“By transparently informing your customers of issues, you can help them to make more informed choices and manage their expectations” You can also use Banners to communicate any known issues, again preventing your support team’s inbox from filling up with the same questions.

Customer Experience 228

Customer Experience Technical Review Data Visualization Outbound 228

The Product Bistro

MARCH 7, 2017

This reminds me of the conundrum we frequently face in product management. Often, product managers are expected to wear multiple hats, in particular to play Product Owner for the Scrum team, to be the business owner or the true Product Management function, and to be the outbound marketing expert and wear the Product Marketing hat.

Outbound 150

Outbound Agile Roadmap Messaging 150

Intercom, Inc.

SEPTEMBER 4, 2019

Every manager should know how to effectively coach their reps. It’s collaborative and hands-on, requiring a manager to dig in and work closely with their reps one-on-one. 5 data-driven sales coaching tips for managers and leaders. Teach your reps to manage up. One of the first things I teach new reps is how to manage up.

Weak Development Team 175

Weak Development Team Data Visualization Outbound Sales Training 175

Intercom, Inc.

JUNE 13, 2022

Not only that, we also added some exciting new features that will help you enrich push notifications, manage your team permissions, perfect your Product Tours, and more. A picture is worth a thousand words and now you can add images to your outbound mobile push messages to increase open rates. Easily manage your permissions.

Data Visualization 197

Data Visualization Product Research Reporting Tools Feedback Software 197

Alchemer Mobile

MAY 27, 2020

Average inbound and outbound message volume. The bottom line is that product managers and mobile marketers in the retail category must have a baseline understanding of how their current performance stacks up with the marketplace – now, more than ever. Average app rating for Media apps. Average app review volume.

Feedback Software 147

Feedback Software User Testing Customer Feedback Customer Experience 147

Intercom, Inc.

AUGUST 13, 2020

For a long while, our Support team managers didn’t have an easy way to gather all the conversations they consistently care about, such as those assigned to their team or those that pertain to a specific issue. It not only scours inbound conversations for duplicates but examines replies to outbound messages as well.

Data Visualization 211

Data Visualization Reporting Tools Research Software Feedback Software 211

Intercom, Inc.

AUGUST 18, 2020

Specify who can start a conversation from the Messenger to prioritize and manage your inbound support volume during busy times. Easily manage and measure the impact of your help docs with our new Articles API. Self-service settings make it easy for admins to configure SAML SSO and manage approved log-in methods for teammates.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Intercom, Inc.

MARCH 10, 2020

Like many other support teams, Slack, Zapier, and a knowledge management tool (Guru in our case) are also staples in our toolkit. Here are some tips on using them to manage the team remotely. We send automated outbound messages based on actions that the user has taken (or not). Proactive support. Help Center.

Customer Experience 220

Customer Experience Customer Feedback User Testing Feedback Software 220

Intercom, Inc.

JULY 26, 2022

Dialogue management applies a different component of NLP technology, natural language generation (NLG), to compile a rapid, lucid response to the query. These bots can communicate in outbound efforts, or they can reply to inbound conversations.

Artificial Inteligence 118

Artificial Inteligence Customer Experience Outbound Inbound 118

Intercom, Inc.

AUGUST 25, 2021

Start outbound conversations from the Inbox. While much of a support team’s time is spent responding to inbound conversations in the Inbox, sometimes they need to initiate outbound conversations with customers or external partners as well. Improved mobile features. New features for better customer engagement.

Data Visualization 129

Data Visualization Reporting Tools Customer Experience Feedback Software 129

Intercom, Inc.

SEPTEMBER 23, 2020

And as a result, we managed to discover dozens of use cases, needs, and confusions we hadn’t previously considered. So we partnered with Eoin Nolan , a principal engineer on our team, to build a throwaway prototype of Series and later test it with dozens of customers from different segments. Making a decision. Give it a try.

Messaging 232

Messaging User Testing Feedback Software Customer Feedback 232

Lenny Rachitsky

JANUARY 16, 2024

ARR = New ARR + Expansion ARR + Reactivation ARR – Churned ARR – Contraction ARR New ARR = Leads * qualified leads rate * meeting booked rate * win rate * ACV Leads = Direct + indirect Direct = Outbound + inbound Outbound Cold emails Cold calls Cold DMs Events Inbound Paid ads SEO Referrals (e.g.

User Testing 140

User Testing B2C Outbound Feedback Software 140

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 Experience 118

Intercom, Inc.

OCTOBER 1, 2019

I shared a deeper look at how we run our sales organization – everything from how we keep our top reps motivated to why we take a highly targeted approach to outbound sales. Too often, sales managers at high-growth startups prioritize sales reps’ pipelines and forecasts over their professional development. Short on time?

Outbound 155

Outbound User Friction Demo Enterprise 155

Intercom, Inc.

OCTOBER 22, 2019

If you are new to sales management, it can be hard to know what concrete steps you can take to improve your skills, be recognized, and eventually, rise to a senior leadership role. When you’re a rep, you could be thinking about outbounding to prospects, building pipeline, or moving forward the opportunities already in play.

Weak Development Team 123

Weak Development Team Inbound Outbound Management 123

The Product Coalition

FEBRUARY 9, 2021

Leadership and management books haven’t been included because when you’re just a small team, amping up leadership capability provides less leverage than solid execution of the topics that I will cover. Builds the case for outbound sales and provides an approach to put it into practice.

Books 187

Books User Testing Product Research Inbound 187