Product Talk

MAY 4, 2022

Similarly, the opportunity solution tree can be an incredibly powerful tool for keeping track of your desired outcome , the opportunities you learn about during discovery, the solutions you’re considering for each opportunity, and the experiments you’ll run to assess your ideas. Tweet This.

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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. Customer feedback: Hello!

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Intercom, Inc.

AUGUST 18, 2020

In the face of the massive change the support landscape is currently experiencing, the one constant is that many companies are receiving rising numbers of inbound customer requests. Customers who only have access to your Help Center will see a search icon instead of a chat icon on Messenger launcher.

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Data Visualization Article User Testing Customer Feedback 197

Product Talk

FEBRUARY 8, 2023

When it comes to continuous discovery , there’s no such thing as “the perfect tool.” Instead of seeking the best tool out there, it’s much more effective to look for the best tool for your team. Teresa often says, “The best tool is the one that your team will use.” You may want to speak with existing customers or users.

Research Software 198

Research Software Feedback Software Analytic Tools Customer Communications 198

Alchemer Mobile

NOVEMBER 16, 2021

You’ve made your app, it’s completely functional, easy to understand, and you believe it has a real place in the market. Creating an app is the first fight, but promoting your app and gaining loyal customers through generating app downloads will win the battle. Quick app downloads stats. million iOS apps.

Download 246

Download Feedback Software Reporting Tools Customer Experience 246

Alchemer Mobile

MARCH 26, 2021

When we were writing this post, we did a little research to see what other brands were saying about mobile customer experience. Almost every article started out with a long opening paragraph explaining the importance of mobile. But if you clicked on this article, we’re going to take a wild gamble that you already know that.

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Product Talk

JUNE 15, 2022

Regular touch points with customers are a pillar of continuous discovery. If you’re not regularly talking directly with your customers, you increase your risk of building a product that no one wants or needs. Regular touch points with customers are a pillar of continuous discovery. Tweet This. Get in touch to let me know!

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Alchemer Mobile

DECEMBER 22, 2020

While these technologies have become the norm, they weren’t always this way. As our technology has changed over the last year, so have our behaviors. Here are some of the top mobile customer trends from 2020 and what they mean for your brand. Customer expectations have never been higher. Personalization.

Feedback Software 245

Feedback Software User Testing Reporting Tools Data Visualization 245

Alchemer Mobile

SEPTEMBER 3, 2021

The opportunity to connect with customers has never been greater than when you’re in their pockets. In-app messages help you gather feedback, solve customer problems, and stay on the pulse of customer sentiment in a way other forms of customer messaging cannot. What are in-app messages?

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Feedback Software Messaging Customer Communications User Testing 227

Product Talk

MARCH 13, 2024

Instead, they hand off work from team to team—the back-end engineers design the data model and system architecture, the front-end engineers build the interface elements, the mobile engineers work toward feature parity, etc. Feature parity across desktop and mobile is rarely what customers need or want. In April 2023, CBC finished a 3.5-year

Research Software 319

Research Software Weak Development Team Feedback Software User Testing 319

Intercom, Inc.

JULY 5, 2022

When I joined Intercom eight years ago, I knew nothing about system design. They were quick to put together, and so I assumed that even wireframes were a waste of time, let alone system design diagrams. Here, Gustavs discusses our design principle of “Connected, Modular Systems”. System design for Intercom Articles.

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Feedback Software User Testing Product Research Data Visualization 186

Alchemer Mobile

MARCH 8, 2022

“Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer,” Paul Greenberg ( HubSpot ). What is customer engagement? Strong customer engagement means customers interact with the brand in more meaningful ways, further building loyalty.

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Roman Pichler

FEBRUARY 14, 2023

Listen to the audio version of this article: [link] 1 Complement Scrum with a Product Discovery and Strategy Process Scrum is a simple framework that helps teams develop successful products. Otherwise, you might ask the wrong people for feedback on the increments and hence draw the wrong conclusions. But don’t stop there.

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Alchemer Mobile

FEBRUARY 10, 2022

There are hundreds – if not thousands – of articles in the world covering App Store Optimization (ASO) essentials. While it’s critical to perfect these fundamentals, we want to spend time diving into some of the more advanced mobile app marketing strategies to improve ASO. App store optimization goals.

Feedback Software 246

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Intercom, Inc.

AUGUST 13, 2019

Automated customer service isn’t a new concept. But much has changed, both in usability and customer perception. Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human.

Data Visualization 279

Data Visualization Customer Experience Customer Feedback User Testing 279

Alchemer Mobile

AUGUST 13, 2020

At the beginning of the COVID-19 pandemic, we published a lot of material around listening to your customers and finding effective ways to capture, analyze, and act on the voice of the customer (VOC). Are you collecting feedback from enough people or just a small handful of the most engaged? They want to give you feedback.

User Testing 264

User Testing Customer Feedback Customer Experience Feedback Software 264

Intercom, Inc.

APRIL 26, 2022

Yes, product and pricing are still important ingredients – but, a great customer experience is the secret sauce (chef’s kiss). Here are 5 ways e-commerce companies can improve their customer experience: Act on customer feedback. Maintain an omnichannel customer experience. Act on customer feedback.

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Customer Experience User Testing Customer Feedback Feedback Software 219

Userpilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Analytic Tools 95

Analytic Tools Feedback Software Reporting Tools Data Visualization 95

Product Talk

JUNE 19, 2024

I’m disappointed to see the rise of generative AI tools that are designed to replace discovery with real humans. But when we use generative AI to replace customer interviews , to generate opportunity solution trees , or to do our thinking for us, we fundamentally misunderstand the purpose of discovery. Don’t get me wrong.

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Product Talk

NOVEMBER 22, 2023

Opportunity solution trees are a simple way of visually representing the paths you might take to reach a desired outcome. These are the customer needs, pain points, and desires that, if addressed, will drive your desired outcome. These are the customer needs, pain points, and desires that, if addressed, will drive your desired outcome.

Research Software 280

Research Software Feedback Software Product Research User Testing 280

Alchemer Mobile

FEBRUARY 17, 2021

When brands listen to and act on the voice of the customer (often referred to as simply “VoC”), it can completely revolutionize the way their business operates. Definition of the Voice of the Customer (VoC). To put it simply, the voice of the customer (VoC) is everything your customers think and feel about your customer experience.

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Data Visualization Customer Feedback Customer Experience User Testing 264

Product Talk

SEPTEMBER 13, 2023

They’ll place more trust in you to pursue the opportunities and solutions you believe will have the most impact on your desired outcome. We spoke with User Research Director Niklas Fischerström and Chief Product Officer Francesca Cortesi to learn how they’ve worked together to roll out continuous discovery habits at Hemnet.

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Product Talk

JUNE 12, 2019

Two and a half years ago, I introduced the opportunity solution tree. Today, I’m excited to share Hope Gurion’s thoughts on using opportunity solution trees. Like a true Agilist, she hasn’t just adopted the tool, but has iterated on it to better suit her needs. Co-create with customers. Tweet This. . Tweet This.

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Reporting Tools Feedback Software Data Visualization Product Research 238

Alchemer Mobile

FEBRUARY 22, 2022

Product adoption refers to how customers embrace and use a product. It is the way in which customers discover a new product, understand its purpose and value, and then continue to use it as intended. The company has a feedback tool in place to gather customer feedback to identify and solve issues quickly.

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User Testing Onboarding KPIs Product Research Feedback Software 262

Alchemer Mobile

JUNE 14, 2022

An article in the Harvard Business Review introduced Net Promoter Score (NPS) surveys to the business world nearly twenty year ago. NPS surveys changed the way businesses gauge customer experience and are still widely used today. To answer this need, we came up with a better way to gauge customer loyalty and emotion: NPS+. .

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Product Talk

AUGUST 8, 2018

We are teaching business leaders and change agents how to prototype their way to viable solutions. In this context, solutions aren’t product solutions, but rather internal programs and processes that effect change within the organization. In the product world, that means our customers and our end-users. Tweet This.

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Product Talk

JANUARY 18, 2023

If you say yes to every request that comes your way—whether from customers, salespeople, or executives—you can quickly get overwhelmed and lose focus. And using tools like the opportunity solution tree can help you visualize your thinking so stakeholders better understand what you’re focusing on and why. So they built the field.

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Feedback Software Product Research Customer Experience User Testing 254

Product Talk

DECEMBER 7, 2022

Customer interviewing is one of the most valuable activities a product team can do. It’s simply the easiest, most sustainable way of learning about your customers and what they need. Customer interviewing is one of the most valuable activities a product team can do. What doesn’t count as a customer interview? Tweet This.

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User Testing Reporting Tools Customer Experience Research Software 232

Roman Pichler

MAY 5, 2020

A feature owner who manages a major capability with which end users interact like search and navigation on an online retailer’s website. A platform owner who manages a platform as a collection of shared software assets. I regard a (digital) product as an asset that creates value for a group of users and for the business.

Feedback Software 367

Feedback Software Product Research Weak Development Team User Testing 367

Intercom, Inc.

JUNE 13, 2022

Surveys: Now even more insightful and engaging. We’ve added three new updates to Surveys: advanced reporting, branching logic, and triggering Surveys via code in your mobile app. Gain deeper insights with advanced reporting for Surveys. Use advanced reporting to unlock deeper insights from your Surveys.

Data Visualization 197

Data Visualization Product Research Reporting Tools Feedback Software 197

Product Talk

JANUARY 31, 2024

Describing the early phase of her discovery journey, Leann says, “Thinking back to where we started, it was in two areas—doing more interviews with our users and focusing on opportunities instead of solutions.” We’ve gotten great feedback on that. People are genuinely happy to help,” says Leann.

Product Research 261

Product Research Reporting Tools Feedback Software Customer Communications 261

Intercom, Inc.

SEPTEMBER 28, 2021

As Intercom grows, we’re moving into new markets and serving new customers. For product managers, this means evolving to build for upmarket companies while ensuring Intercom’s long-standing customers remain at the center of what we do. But one thing is consistent across every product management role – a deep focus on the customer. .

Feedback Software 249

Feedback Software Product Management Product Manager Customer Feedback 249

Intercom, Inc.

APRIL 9, 2020

That means brick-and-mortar shops are learning on the fly to take their businesses digital, and folks at home are pushing their utilities and SaaS products to the brink. It’s the perfect storm that produces a swell of people who need to get in touch with customer support. But others might need more direct answers. Short on time?

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

Product Talk

DECEMBER 12, 2018

Engineers Will Hear Different Insights from Your Customer Interviews. Each person will capture different insights from a customer interview. Good discovery is fueled by valuable insights gleaned during customer interviews. Learn why and how to collect stories like this in your own customer interviews.).

Product Research 278

Product Research Engineering Analytic Tools Feedback Software 278

Roman Pichler

SEPTEMBER 11, 2023

Listen to the audio version of this article: [link] Organise the Team around a Product As the name suggests, a product team is focused on a product. I view it as an entity that creates tangible value for users and possibly customers as well as the business. This sounds simple enough. But what is a product?

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Reporting Tools User Testing Customer Experience Product Research 360

Roman Pichler

JUNE 7, 2022

Listen to this article: [link]. Consequently, these teams relied on: Anecdotal feedback : “Customers love our product, they told me so.” ” Solution-centric data : “We’re making great progress; we’ve implemented 50 more user stories, and velocity is up by eight points!” 1 No Product KPIs.

KPI 307

KPI Data Visualization Weak Development Team Customer Feedback 307

Intercom, Inc.

FEBRUARY 16, 2021

With the evolution of digital technologies, we’re now exposed to other people’s opinions, ideas, and work on an almost minute-by-minute basis. Put simply, the higher the fidelity, the higher the quality of the feedback you will receive. Real-life experiences and people can inform solutions.

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User Testing Feedback Software Research Software Customer Experience 283