Intercom, Inc.

SEPTEMBER 23, 2020

This has led to customer feedback that they don’t know what’s being sent, when, how, or why – it turned out the “black box” of logic hid too much, so we resolved to avoid that risk. Look outside your product. We signed up for dozens of competing products to get a glimpse of what works in their solution and what doesn’t.

Messaging 233

Messaging User Testing Feedback Software Customer Feedback 233

The Product Coalition

FEBRUARY 9, 2021

We’re kicking off a new venture with an enterprise tech product at its core. I’m eager to see the founding team we’ve put together succeed, so I’ve put together a list of books that contain the ideas that I’ve found most useful for a new product venture at this stage (getting from 0.1 theories, frameworks and approaches?—?for

Books 187

Books User Testing Product Research Inbound 187

Intercom, Inc.

DECEMBER 2, 2019

From new navigation features and refreshed product names to several brand new apps, there’s definitely something for everyone. Introducing Outbound. “Messages is now called Outbound because it’s home to more than just messages” Most significantly, Messages is now called Outbound because it’s home to more than just messages.

Outbound 38

Outbound Customer Experience Customer Feedback User Testing 38

Intercom, Inc.

JUNE 22, 2022

Targeted and personalized outbound messaging. According to our research, 80% of customers are more likely to do business with a company that offers personalized customer experiences. Our disengagement rate is now only 3% with outbound SMS due to the preference of patients of SMS over email.”. Promotional. Re-engagement.

Reporting Tools 211

Reporting Tools Analytic Tools Research Software Feedback Software 211

Intercom, Inc.

JUNE 21, 2018

It was really about testing our ideal customer profile religiously, figuring out what category would pick up the fastest, and who the early adopters were. It was about testing our ideal customer profile religiously. Is it transitioning from inbound to outbound sales? Max: For the most part, it’s outbound efficiency.

Outbound 183

Outbound Technical Advisors Weak Development Team Customer Experience 183

Intercom, Inc.

NOVEMBER 30, 2021

It also integrates with other tools in your business’s tech stack so you can work seamlessly with other customer-facing teams – like marketing, sales, and product – to help, delight, and retain customers all from one inbox. Surveys and qualitative feedback: Typeform. NPS, CSAT, and CES surveys: InMoment.

Technical Review 250

Technical Review Feedback Software Analytic Tools Reporting Tools 250

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Conversational support is the new normal.

Reporting Tools 223

Reporting Tools Technical Review Data Visualization Research Software 223

Intercom, Inc.

NOVEMBER 14, 2018

For our outbound leads – leads generated by our outbound SDRs – we track: Number of accounts contacted: The total number of companies that our outbound SDRs have prospected to. At this stage, many companies become obsessed with tracking sales activities, especially if they’re doing outbound sales.

Data Visualization 189

Data Visualization Outbound Inbound KPI 189

Intercom, Inc.

NOVEMBER 17, 2021

Reach and engage more customers with new multichannel transactional messaging, enhanced Product Tours, and an improved email experience. Customer feedback: We need transactional emails, like for example password recovery and that kind of thing. Engage your customers with enhancements to Product Tours. Conversational engagement.

Customer Feedback 223

Customer Feedback Data Visualization Customer Experience User Testing 223

Intercom, Inc.

MARCH 14, 2018

Prior to joining Intercom as a Product Manager, I had never run a structured beta. I’ve run a lot of successful betas now but I learned my craft through tribal Intercom knowledge, built up by other Product Managers over the years. To address that deficit, I’ve put together a guide on how we run betas here at Intercom.

User Testing 223

User Testing Customer Feedback Data Visualization Feedback Software 223

Intercom, Inc.

JUNE 23, 2020

The Conversational Support Funnel has three layers: Proactive Support with messaging to answer customer questions in the product experience, reducing the number of queries reaching the support team. We call the new way to do customer support the Conversational Support Funnel. Click to view. This reduces inbound volume.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Userpilot

OCTOBER 25, 2022

If you’re wondering what strategic product management is, you’ve come to the right place! In the article, we’re looking at the responsibilities of strategic product managers and how they can use data effectively to shape product strategy and deliver delightful experiences to users! Are you ready to dig in?

Product Research 98

Product Research User Testing Customer Feedback Research Software 98

Intercom, Inc.

NOVEMBER 20, 2018

It is important that these friendly connections represent the target persona market you have outlined, as otherwise, the feedback loop is likely to be weak. Meet your target users and get feedback. Iterate the product based on feedback. Are they keen to test it out? How do they describe the category?

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Mind the Product

MARCH 7, 2019

Integrations also expose the depth and breadth of an SaaS product that may not be immediately apparent. This gives added incentive for a user to open the product, and use it for a longer period of time. These types of integrations can often require complex design, testing, and exception handling requirements. Integration Types.

Reporting Tools 187

Reporting Tools Data Visualization Customer Experience User Testing 187

UX Studio: Product Management

JULY 29, 2021

Knowing how to sell UX research is an important part of every UX researcher’s toolkit. I didn’t get into research to end up doing sales,” might you say. First, we’ll start by seeing how knowing how to sell research will help you in your UX journey. Sometimes you’ll even be the only researcher in the team.

Research Software 110

Research Software User Testing Product Research UX 110

The Product Coalition

MARCH 3, 2023

Focusing on product-led or go-to-market-led growth is no longer enough. In recent years, PLG, or Product-Led Growth, has become a significant buzz in the tech world, and rightfully so. Products that delight customers and fuel growth loops are essential. It isn’t about Product-Led, OR Sales-Led, OR Marketing-Led Growth.

Customer Experience 158

Customer Experience Customer Feedback User Testing User Friction 158

Intercom, Inc.

APRIL 4, 2019

They relied on a great product, with a passionate userbase that helped kickstart an organic growth engine which sold the product for them. So how did they go from product-market fit to actually scaling a sales org around a repeatable sales process? Using data to drive outbound sales.

Weak Development Team 162

Weak Development Team Outbound User Testing Research Software 162

Intercom, Inc.

JUNE 22, 2020

In-app messaging allows marketers to engage users at just the right time, to facilitate onboarding, share product updates, offer support, or promote relevant offers. Chats and Posts: In Intercom, you can send outbound chats and posts in both mobile and desktop apps. Use a chat to start a conversation with a user.

Feedback Software 236

Feedback Software Messaging User Testing Customer Experience 236

Alchemer Mobile

JUNE 30, 2020

In-app survey response rates. 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.

Feedback Software 165

Feedback Software User Testing Customer Feedback Customer Experience 165

Userpilot

MAY 2, 2022

NPS surveys offer one way to calculate your company’s NPS score, measure user sentiment , and understand how likely your users are to recommend your product to their friends. Net promoter score (NPS) is an important metric that measures customer satisfaction by calculating their likelihood of recommending your product.

Feedback Software 98

Feedback Software Product Research Data Visualization Reporting Tools 98

Intercom, Inc.

DECEMBER 3, 2020

For this virtual panel, we’ve gathered the team that made it happen: Thomas Creighton de Farias – Senior Product Education Producer. Alex Potrivaev – Senior Product Designer. Nicole Garrison – Product Marketing Manager. Wal McConnell – Senior Product Analyst. Lucas Souza – Engineering Manager.

User Testing 153

User Testing Feedback Software Data Visualization Research Software 153

The Product Coalition

MAY 23, 2022

Discovery The second layer of metaverse discusses the “push and pulls” of information that results in experiencing discoveries. Inbound and outbound discoveries can happen in the following ways: Inbound: Search engines Real-time presence Community-driven content Outbound: Display advertising Notifications Emails and social media 3.

Customer Experience 157

Customer Experience Inbound Outbound User Testing 157

DemandMatrix

JULY 1, 2020

Despite of tons of resources and expertise, outbound sales are considered to be ineffective. The breaking news is outbound sales can give exceptional results with a strategic approach. Let’s take a quick look at 4 effective mantras to convert outbound sales leads into customers. 4 Outbound Sales Mantras. Well, get up!

Outbound 52

Outbound Research Software Analytic Tools Technical Review 52

Userpilot

AUGUST 12, 2024

Are you constantly juggling competing priorities, leaving little time for the big-picture thinking that drives product success? If so, mark your calendar and sign up for our Product Drive Summit where Marty Cagan will share his insights on the product operating model. Let’s explore: Who Marty Cagan is.

Feedback Software 105

Feedback Software Analytic Tools Research Software Product Research 105

Userpilot

MAY 19, 2021

SaaS marketers need to move fast and break things, but rather than jumping from one ‘shiny new growth hack’ to another, stick to a few tried and tested tactics first. SEO Keyword Research. Product-led Growth. How Mashable Grew Their Blog To Two Million Readers In 18 Months Using Keyword Research. SaaS Content Marketing.

Research Software 119

Research Software B2B User Testing Customer Experience 119

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. This will help you understand the value of their feedback and input. In-app survey response rates. Average inbound and outbound message volume. Average app rating for travel apps. Average app review volume.

Travel 147

Travel Feedback Software User Testing Customer Feedback 147

Alchemer Mobile

MAY 27, 2020

Everyone is picking up new habits and hobbies, and therefore creating more demand for certain products during quarantine. In-app survey response rates. Average inbound and outbound message volume. We’re also adopting new shopping strategies such as using delivery services and curbside pickup. So, what are retail brands to do?

Feedback Software 147

Feedback Software User Testing Customer Feedback Customer Experience 147

Intercom, Inc.

APRIL 24, 2018

And for the first time in any messenger, you can build your very own messenger app to integrate with your own products and tech stack so you can truly tailor the Messenger for your business. This means full product experiences and independent workflows right inside the Messenger. The App Store. A new dawn for the business messenger.

Customer Experience 223

Customer Experience Customer Communications Outbound Customer Feedback 223

Intercom, Inc.

OCTOBER 30, 2018

The most common way to think about leads is to put them in two buckets: inbound and outbound. These are the invisible buyers who visit your website, check out your product and even research your solution on a site like G2Crowd or LinkedIn, but ultimately, never get in touch. Where does the invisible sales pipeline come from?

Research Software 146

Research Software Outbound Inbound Data Visualization 146

Userpilot

AUGUST 2, 2024

Looking to implement a product-led GTM for your brand? With the right approach, the product-led model can help you attract and retain customers almost effortlessly. Let’s dive into the practical steps to take and start reaping the benefits of product-led growth. Automate contextual upgrades based on product usage data.

Feedback Software 105

Feedback Software Customer Experience Reporting Tools Product Research 105

Userpilot

AUGUST 18, 2024

How do you ensure your AI product not only survives but thrives in this competitive market? Best-selling author and go-to-market advisor Maja Voje has helped hundreds of companies, including Google and Rocket Internet, build and grow successful products. Learn from Maja Voje how to choose the right GTM motion for your AI product.

Feedback Software 105

Feedback Software Research Software User Testing Product Research 105

Intercom, Inc.

AUGUST 13, 2020

This launch is a meaningful one for us because our Support team partnered hand in hand with the Product team to develop many of the features. Other teams needed a simpler way to find real-time conversations tied to their product areas. This feature was actually first built by a former Customer Support Engineer on the team.

Data Visualization 212

Data Visualization Reporting Tools Research Software Feedback Software 212

Intercom, Inc.

MARCH 10, 2020

But as we consider how we take our customer support fully remote, we are rethinking how we would use our workflows, automation tools, and day-to-day rituals to protect our team dynamics and productivity. We send automated outbound messages based on actions that the user has taken (or not). Actively used team values. Assignment rules.

Customer Experience 221

Customer Experience Customer Feedback User Testing Feedback Software 221

Intercom, Inc.

NOVEMBER 24, 2020

From the very first interaction and throughout their entire journey with your product, customer support is an ongoing conversation between your customers and your support team. Occasionally, more complex queries will need to be investigated by multiple teams within the company, and a product fix may need to be tested and implemented.

Feedback Software 118

Feedback Software Customer Experience User Testing Technical Review 118

Intercom, Inc.

AUGUST 30, 2018

Whether it’s to help convert a key account, to promote your latest product, ask for feedback, or just prompt them to start a chat, video can help. Picture this, your outbound sales reps reach out to a customer and direct them to your website to learn more.

Feedback Software 132

Feedback Software Outbound Webinar User Testing 132

Intercom, Inc.

NOVEMBER 10, 2020

According to research, more than two-thirds of people waste up to an hour a day navigating between apps at work – which equates to almost 32 days a year. Getting your customers’ attention can be hard, and doing it in a way that doesn’t distract from your product or website is even harder.

Data Visualization 104

Data Visualization Customer Experience User Testing Research Software 104

Userpilot

OCTOBER 8, 2021

If you want to take your SaaS company's MRR to the next level , it might be time for you to investigate the subject of product growth platforms. By turning your product itself into a viral sales engine, these platforms take the pressure off traditional sales and marketing departments — and, of course, their associated budgets.

Analytic Tools 98

Analytic Tools Research Software Data Visualization Product Research 98