Roadmunk

AUGUST 24, 2017

Yeah, we all know feedback will forever be critical to product orgs, but how feedback is ‘looped’ to product teams is just as integral. Tag that Trello card. It’s inevitable with any product org.) Trello tags make the loop go round. They tag the hell out of the card to make sure they keep the case top of mind.

Product Research 87

Product Research Feedback Loop User Testing Customer Feedback 87

Intercom, Inc.

MAY 13, 2021

I think now the org is probably closer to 1,000 people. So, a really large, mature, world-class CS org. We tag executives in certain calls where we have customer input or customer wins or product feedback or whatever it might be. I got to see the team grow from maybe 5-ish people when I joined to about 300 in CS when I left.

User Testing 177

User Testing Customer Feedback Customer Experience Strategy 177

Mixpanel

FEBRUARY 25, 2022

You can track a category field and tags instead. If you’d like to track the request (to have metrics like the average requesters per org), you can have a separate process that updates the profile and hashes the email. Consider only tracking the organization that requested the ticket instead of the email of the requester.

Data Visualization 64

Data Visualization Customer Experience Analytic Tools Reporting Tools 64

Userpilot

NOVEMBER 16, 2022

You can track how different segments engage with the product with feature tags and custom events in Userpilot. Segmentation – whether that’s based on usage, in-app behavior, jobs to be done, org size, and more – will help you deliver the right message to the right users at the right time.

Analytic Tools 98

Analytic Tools Feedback Software Customer Experience User Testing 98

ProductPlan

APRIL 11, 2019

Will they know that the item you’ve tagged as a “CAR” is a client-actionable request? So in this post, let’s go over a few tips for making roadmaps so clear and intuitive that your non-product teams members have no trouble understanding them. Keep out acronyms only your team knows.

Roadmap 88

Roadmap Data Visualization Software Review Product Research 88

ProductPlan

SEPTEMBER 17, 2019

Product ops is a role still very much in its infancy, but it’s starting to show up more and more in technology company org charts. If that’s the case, a commercial solution may be worth the price tag. Both add rigor, routine, and measurement to fields that have traditionally trailed other departments in this area.

Data Visualization 55

Data Visualization Embedded Analytics Dashboard Reporting Tools 55

Intercom, Inc.

APRIL 22, 2019

It’s a way to manage capacity for a growing customer service org. Starting with changing the metrics and how you measure success in that org, that’s step one. Well, things that waste their time are: tagging tickets, looking up answers to FAQs, and analytical or data-driven intensive tasks, like data entry in general.

Customer Experience 156

Customer Experience User Testing Analytic Tools Feedback Software 156

Intercom, Inc.

APRIL 22, 2021

The tech lead is typically someone who’s tagged to a specific team as partnering with them on whatever they’re trying to do. A few of the other things that I think are worth pulling out are first, investing in the org around you. It could be any of these different areas. Noticing those moments is really important.

Technical Review 274

Technical Review Leadership CTO Coach Weak Development Team 274

Intercom, Inc.

SEPTEMBER 29, 2021

Stuart’s Head of LiveOps and Support Andrew Baylis and Program Manager Marina Alejo are focused on driving increased efficiency in the support org and creating personalized support experiences to ensure that their clients’ and delivery partners’ needs are being met. Identifying opportunities for growth. Identifying conversation trends.

Feedback Software 193

Feedback Software Customer Experience User Testing Customer Feedback 193

Intercom, Inc.

JULY 17, 2021

I would go to the best reps in our sales org and let them know I wanted to be the best rep and to learn everything I could. So she would get them for me, but she always told me to keep the tags so she could return it later. I could see those sales people on the field talking to customers – what did I need to do to get there?

Weak Development Team 138

Weak Development Team Customer Experience Development Marketing 138

Alchemer Mobile

OCTOBER 9, 2018

We have a group at ADT called our Technical Assistance Group, and it’s our tag organization that all the customer issues get escalated to them to answer. So I think that’s just really, really powerful when your employees have that experience. Ashley: And I would ditto that comment.

User Testing 150

User Testing Customer Feedback Customer Experience Feedback Software 150

Intercom, Inc.

OCTOBER 17, 2019

And we put a little process in both of those orgs, where we have a collaboration with the product team to get all the feedback and aggregate it and come up with a somewhat scientific way of organizing it and prioritizing it. Next month it’s tagging. Five is existing customer feedback. You’re like, “Well, hang on.”

Feedback Software 119

Feedback Software Onboarding KPIs Product Research User Testing 119

Atlassian

APRIL 6, 2022

Just paste a link to any project, goal, or #tag in Atlas to display it as a live link, card, or embed. Traditional employee directories give you a top-down view of how your company is structured – great if you need to build an org chart but not helpful in moving their work forward.

Embedded Analytics 59

Embedded Analytics Reporting Tools Naming Document 59

Business of Software Conference

JANUARY 6, 2020

They are changing that belief and they are turning their customer service org into a revenue center. Automatically tagged a support ticket. And it’s all about cost savings and what’s happening is companies are realizing and I see more and more of them every day and they blow my mind with how they think about it.

Reporting Tools 40

Reporting Tools Feedback Software Data Visualization Artificial Inteligence 40

Intercom, Inc.

OCTOBER 29, 2020

Des: I spend so much of my time in the product org, so I’m so deeply immersed in the areas of, say, the Conversational Support Funnel plus everything we’re doing in the engagement side of the house. Those are some of the things I’m excited about. What are you excited about for the future?

Feedback Software 209

Feedback Software Research Software Reporting Tools User Testing 209