Product Talk

NOVEMBER 22, 2023

This is how we’ll evaluate which solutions will help us best create customer value in a way that drives business value. Opportunity Solution Trees Help Build and Maintain a Shared Understanding Across Your Trio For most of us, when we encounter a problem, we simply want to solve it. However, this instinct often gets us into trouble.

Research Software 242

Research Software Feedback Software Product Research User Testing 242

Product Talk

JANUARY 31, 2024

Because discovery involves changing the way you work on an individual, team, and even company level, it’s all too easy to make mistakes and missteps. Let’s be clear: The fact that it’s easy to make mistakes is not an excuse for avoiding discovery. The fact that it’s easy to make mistakes is not an excuse for avoiding discovery.

Product Research 224

Product Research Reporting Tools Feedback Software Customer Communications 224

Product Talk

APRIL 17, 2024

Their transparency helps us see that many product teams are on a similar journey. She is the Chief Product Officer at Doodle , and we are going to dive into her story about how her team navigated some tricky roles and responsibilities and came out the other side in a much better place. No one was stopping us.

Product Research 212

Product Research User Testing Data Visualization Research Software 212

Product Talk

JANUARY 3, 2024

Through the course, Mike developed his listening skills, created better relationships with members of the sales team, and began to use the insights he gathered to improve the product offering, make a positive impact on company revenue, and earn several promotions along the way. How exactly did this happen?

Product Research 212

Product Research Customer Experience Research Software Reporting Tools 212

Intercom, Inc.

JUNE 15, 2021

Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale. Agile teams start small and move fast, collecting and incorporating feedback to iterate their way to bigger and better solutions quickly.

Agile 235

Agile Feedback Software User Testing Customer Feedback 235

Product Talk

FEBRUARY 28, 2024

They had too much time and struggled to make progress. They story mapped their customer flow at the time and identified some of the off-ramps they could create for customers that would better serve them if they needed to pause their membership, cancel it, or ride out the benefit until their renewal date. But Kelsey kept iterating.

Product Research 239

Product Research Onboarding KPIs Feedback Software User Testing 239

Alchemer Mobile

MAY 16, 2022

In this episode of Customer Love Stories, Melanie and Robi use the emo music community to understand the phases of fandom. They also spend time diving into building engaged communities and using customer feedback to build better products and experiences. How can I support Customer Love Stories?

Customer Experience 246

Customer Experience User Testing Customer Feedback Download 246

Product Talk

NOVEMBER 8, 2023

As much as I love reading, I firmly believe that reading alone is rarely enough to help us change our behavior. Most of us need an extra push to go from ideas and inspiration to action. As much as I love reading, I firmly believe that reading alone is rarely enough to help us change our behavior. But I didn’t stop there.

Product Research 211

Product Research Books Research Software Analytic Tools 211

Userpilot

APRIL 21, 2024

The one question that plagues all businesses alike: how to reduce support ticket volume? If you don’t work on effectively managing support tickets, you’ll see customer dissatisfaction rise and support agents struggle. Create interactive guides because they are more engaging and, hence, help customers learn better.

Feedback Software 92

Feedback Software Analytic Tools Data Visualization Customer Feedback 92

Product Talk

JANUARY 24, 2024

And she warns that if you have a very specific type of person you’re looking to connect with—like a tech worker who makes $200,000 a year, for example—it will likely be difficult to find them here. Make sure you only disclose it to the people who have been selected to participate so you can avoid the awkward situation Ellen found herself in.

Research Software 209

Research Software Feedback Software User Testing Customer Experience 209

Product Talk

FEBRUARY 21, 2024

For example, if a participant does something surprising, has a quirky workflow, uses the product in an unexpected way, or otherwise has any outlier behavior, these all make good candidates for memorable quotes. Tweet This We want to make sure we capture these opportunities on our interview snapshot.

User Friction 219

User Friction Customer Experience Customer Feedback Analytic Tools 219

Intercom, Inc.

MARCH 23, 2022

For over a decade, we’ve been making internet business personal with our customer communications platform. We enable the most critical component of the modern customer journey – ongoing engagement – throughout the customer journey, from converting prospects to onboarding new customers, activating, providing support, and beyond.

Customer Communications 220

Customer Communications Events Data Visualization Customer Experience 220

Intercom, Inc.

JUNE 8, 2021

Not too long ago, customer support was viewed as a cost center, not a value driver. And while this increased emphasis on customer experience and support has been underway for some time now, it has been massively accelerated by this past year. Conversational support is the new normal. That time is over.

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222

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. And that’s where Surfboard comes in.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. But with the onset of the COVID-19 pandemic that disrupted entire industries, forced many of us into working remotely, and brought about unprecedented digital transformation, the last two years have been particularly demanding. Last month, we published the second edition.

Reporting Tools 211

Reporting Tools Research Software Feedback Software User Testing 211

Intercom, Inc.

DECEMBER 6, 2022

Our mission – the change we want to create – is to make internet business personal. Whether we’re creating tools that improve personalization or strengthening our privacy and security, Intercom has always been committed to bringing a personal touch to every change we make to our product. A simple example? Add elements of delight.

Artificial Inteligence 129

Artificial Inteligence Feedback Software Data Visualization Customer Experience 129

Product Talk

OCTOBER 25, 2023

There were just things that we thought would make the experience better, optimize or iterate on, but they weren’t really risky things.” I don’t want us to come back and say, ‘Why don’t we just do this build to test thing?’” They continue to gather feedback from their tests and weigh and make decisions.

Leadership 257

Leadership Product Research Reporting Tools Feedback Software 257

Alchemer Mobile

DECEMBER 13, 2023

You need to automatically identify all scores that are not promoters and follow up with those customers to see what you can do better. Most companies rely on their account, CX, or support teams to provide insights into why accounts were lost. Good questions to ask in this survey include: • Would you consider us in the future?

Customer Feedback 130

Customer Feedback User Testing Feedback Software Product Research 130

Product Innovation Educators

MARCH 25, 2024

How product managers can empower their teams Today we are talking about how product leaders can create more effective teams by using a people-first leadership approach. Joining us is Diana Stepner, Head of Product for Education at the Chan Zuckerberg Initiative. When people feel supported, their product efforts shine.

Leadership 105

Leadership Customer Experience Reference User Testing 105

Product Innovation Educators

NOVEMBER 13, 2023

Joining us is a returning guest, Vidya Dinamani. This requires top-down support and leadership to create a culture that values and prioritizes customer-centricity. Outcome-driven metrics like Net Promoter Score (NPS) can help drive behavior and guide decision-making to move the needle. There are three essential characteristics.

Customer Experience 116

Customer Experience Leadership Healthcare Framework 116

Intercom, Inc.

AUGUST 4, 2021

When we’re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can. Intercom’s company mission is to “make internet business personal” and we aim to bring the same personal touch to our interviewing process. The Customer Support interview process.

User Testing 239

User Testing Customer Experience Customer Feedback Feedback Software 239

Product Innovation Educators

NOVEMBER 6, 2023

How product managers can use AI to get more actionable insights from qualitative data Today we are talking about using qualitative data to drive our work in product and consequently improve sales. It starts with someone on the product team who says, “We need to know more about what our customers need from us.”

Data Visualization 116

Data Visualization Reporting Tools Analytic Tools Feedback Software 116

Intercom, Inc.

JULY 13, 2021

And many organizations, unfortunately, don’t make it any easier. Our goal was to make them clearer, more useful, and more realistic. That’s why we’re upfront with candidates about what we look for in designers before they interview with us. Design candidates can better prepare for their interviews.

Product Research 271

Product Research Customer Communications Feedback Software Reporting Tools 271

Userpilot

APRIL 21, 2024

Are you using in-app customer support to resolve your users’ issues faster and streamline the support process? By integrating customer support directly into your software app or website, you can: Boost user retention. Reduce support costs by minimizing the need for human intervention. Improve customer satisfaction.

Analytic Tools 86

Analytic Tools Feedback Software Data Visualization Embedded Analytics 86

Intercom, Inc.

MAY 12, 2021

We’re aiming for excellence at scale, and this framework will help us to continuously improve the way we work as our company grows. We’re also facing a future of remote or hybrid work that plays into every decision we make. That will help us focus on aligning team processes and improving collaboration. Setting our goals.

User Testing 239

User Testing Feedback Software Framework Reporting Tools 239

Product Management University

MARCH 23, 2023

You’re probably not going to make the shortlist and it’s easier to ghost you than deliver the bad news. You’re essentially making statements you know buyers agree with and telling stories about the real world they live in every day. As you should, you explain how the product supports the one-off scenario.

Demo 243

Demo Product Research Systems Review Workshop 243

Alchemer Mobile

DECEMBER 8, 2022

While we can hypothesize that the lack of Vitamin D certainly contributes to grumpier customers in the gloomier months, we needed data to support our claims. This tells us a few things. The second, and more important, thing this tells us is that people need extra love and in-app support in the winter. Media/Entertainment.

Customer Feedback 246

Customer Feedback User Testing Data Visualization Customer Experience 246

Product Talk

SEPTEMBER 6, 2023

You could say, you made the world better by teaching them your methods. What is it, in your own words, that you would say product discovery does for all of us in our organizational contexts? Let’s make sure we’re not just sitting in a room and figuring out what we should build by ourselves.” Teresa: Perfect.

Product Research 238

Product Research User Testing ChatGPT Research Software 238

The Product Coalition

MARCH 1, 2024

Join us and help Spotify give it to them. Maintaining and scaling the Playlist Platform for the large internal customer base and supporting the playlists of millions of users. As you already understand, the product is a platform to support the heart of any streaming music service: Playlists. Know what our users want? quickly.

Analytic Tools 125

Analytic Tools Research Software Technical Advisors User Testing 125

Intercom, Inc.

OCTOBER 13, 2020

These bots help businesses deliver both radical efficiencies and better, faster support experiences. So, modern machine learning opens up vast possibilities – but how do you harness this technology to make an actual customer-facing product? Support teams get a lot of repeated inbound questions, which get tedious to answer.

Artificial Inteligence 281

Artificial Inteligence Customer Communications Research Software Feedback Software 281

Intercom, Inc.

NOVEMBER 17, 2021

We stay in close conversation with our customers so we can find new ways to make Intercom even better for you and your teams. All of these improvements come directly from feedback from you, our customers, so we can help you to support and engage your customers like never before. Conversational support. Best of all?

Customer Feedback 222

Customer Feedback Data Visualization Customer Experience User Testing 222

Intercom, Inc.

JANUARY 18, 2023

Despite the influx of new technology and devices making their way into classrooms each year – (permitted or not!) – plenty of teachers and parents remained skeptical about the role technology could play. Grab a pen and notebook, or a tablet and stylus, and join us as we take a peek into their world and what the future of education looks like.

Feedback Software 205

Feedback Software User Testing Education Customer Experience 205

Intercom, Inc.

OCTOBER 12, 2021

As a support leader, you already know how important it is to take care of your customers – but it’s just as important to take care of your support team. As a result, human support is more critical than ever. The business benefits of human support. So why does human support matter?

Weak Development Team 222

Weak Development Team Customer Experience User Testing Customer Feedback 222

Userpilot

APRIL 15, 2024

In-app support strategies to eliminate them. TL;DR Customer communication pain points refer to the problems customers encounter when trying to get help through your support channels. Better customer support. Six common customer pain point examples Inaccessible customer support channels. Increased retention.

User Friction 95

User Friction Customer Communications Analytic Tools Feedback Software 95

Intercom, Inc.

JULY 14, 2022

Customer ID), making it difficult to complete an investigation”. Customer ID), making it difficult to complete an investigation. Previously, a handful of observability champions would continue the workflow using secondary tools (e.g. Our main objective was to confirm that traces would make observability workflows more efficient.

Data Visualization 272

Data Visualization Onboarding KPIs Customer Feedback Engineering 272

Mironov Consulting

DECEMBER 17, 2023

”  There’s tremendous pressure to minimize the importance of a feature tweak to close this quarter’s big deal, and similar pressure to minimize both the initial effort to make that tweak and the ongoing effort to keep it working.    Far away.    Hard to see.  What Have We Committed To?

Customer Communications 117

Customer Communications Reporting Tools Artificial Inteligence User Testing 117

The Product Coalition

JANUARY 11, 2023

The next day, I was having a conversation with a customer, and she was asking about our plans to better support video. And while this works like magic for images, our support for video was somewhat limited. Better quality. In short, Tagbox.io In general, the cost, complexity, and uncertainty made it not worthwhile to do.

Research Software 158

Research Software Product launches Technology Data Visualization 158