Intercom, Inc.

OCTOBER 13, 2020

Support teams get a lot of repeated inbound questions, which get tedious to answer. Resolution Bot took us just under a year to build, from first prototype in November 2017 to launch. We took an off-the-shelf Python search engine and built another test bot that could answer our own inbound support queries. Key takeaways.

Artificial Inteligence 281

Artificial Inteligence Customer Communications Research Software Feedback Software 281

Intercom, Inc.

MAY 8, 2019

During the course of her time there, she’s seen HubSpot grow from a small, plucky startup into a billion dollar household name. Amazon collected 42% of all purchases made online in 2017. Source: HubSpot Research, State of Inbound 2018. Source: HubSpot Research, State of Inbound 2018.

User Testing 116

User Testing Customer Experience Inbound Research Software 116

Business of Software Conference

JANUARY 28, 2019

In this talk from BoS USA 2017, Paul talked about the important things to get right to set your company up well to turn your software into money. Sometimes you will dig and in one of those bubbles will be the person’s name because they’re struggling or they have an impediment to go – some of them will be processes that you put in place.

Research Software 40

Research Software Feedback Software Magazine Customer Experience 40

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. In fact, it feels pretty old school compared to some of the names of this list. Alternatives: ZoomInfo, LinkedIn Sales Navigator.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

Userpilot

JULY 19, 2021

More than two-thirds of marketers responsible for customer experience compete solely based on customer experience, according to the 2017 Gartner Customer Experience in Marketing Survey. A lot of people think that personalization is about adding a customer’s name to every email or message. Gain competitive advantage.

Analytic Tools 97

Analytic Tools Research Software Reporting Tools Customer Communications 97

Intercom, Inc.

AUGUST 12, 2021

Early in 2017, Dan joined the speech analytics startup TalkIQ, which would later be acquired by Dialpad, as their CEO. All of those teams actually control much more revenue than our field sales organization does, which is out there cold calling and working inbound leads and trying to get new logos in the door.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

Intercom, Inc.

MAY 10, 2018

Andrew’s been an angel investor and advisor for a slew of name-brand startups; however, he’s most widely known for his invaluable essays on growth. Adam: You wrote a great piece in 2017 outlining an economy where startups are getting cheaper to build but more expensive to grow. Fighting channel fatigue.

User Testing 224

User Testing Customer Experience Onboarding KPIs Customer Feedback 224