Intercom, Inc.

NOVEMBER 30, 2021

With a modern conversational support solution, you can combine proactive , self-serve , and human support capabilities, so your team can get ahead of known problems with targeted messages , automatically answer repetitive queries with bots , and quickly resolve complex issues with automation and a human touch. Proactive messaging.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

APRIL 7, 2020

Support teams who use proactive messaging report that inbound volume has risen by just 38%, compared to an increase of 72% reported by teams who don’t”. Companies are responding by proactively messaging customers to provide the information and reassurance they need. Their SVP of Customer Experience Margaret K?dziora

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

Intercom, Inc.

JUNE 19, 2018

Tristan received an automated transaction message: his credit card was just used at a convenience store 20 mins away! Moreover, when new innovations are developed for the customer support industry, they are often framed as a way to cut costs rather than offering better service. The rise of messaging.

Reporting Tools 216

Reporting Tools User Testing Research Software Customer Experience 216

Intercom, Inc.

DECEMBER 2, 2019

But for those willing to invest in a comprehensive multilingual support strategy, the payoff is huge: improvements in customer satisfaction and operational efficiency. Customers then see a message in their native language. With customer support, every second counts. So where should you begin?

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Alchemer Mobile

JUNE 4, 2019

If you’ve landed on this article, you most likely already understand the immense value of capturing in-app customer feedback. This in-app analytics tool helps companies make data-driven iterations to their apps and gain a better understanding of how product changes impact customer satisfaction. Where do you start?

Feedback Software 240

Feedback Software Analytic Tools Data Visualization User Testing 240

Intercom, Inc.

APRIL 6, 2020

Using Messages , Inbox , Articles , and Resolution Bot , Hiyacar has handled almost 100,000 new conversations through Intercom in the last two years. The flexibility of the Messenger has been crucial to Hiyacar’s success in driving customer satisfaction, allowing members to remain supported 24/7.

Reporting Tools 220

Reporting Tools Technical Review Customer Experience Customer Satisfaction 220

Intercom, Inc.

JUNE 23, 2020

Changes in society and business, driven by the internet, are having this impact on customer support right now. The two key changes are a shift to messenger-based support, and an investment in Bots and Messaging. We call the new way to do customer support the Conversational Support Funnel. This reduces inbound volume.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Userpilot

JULY 24, 2024

This article will discuss the key steps to get you started. Benefits of a product strategy framework include better alignment between product development and business goals and improved user satisfaction. Select the right pricing strategy to ensure that potential customers find value in paying for your product.

Data Visualization 111

Data Visualization Framework Product Strategy Analytic Tools 111

Intercom, Inc.

AUGUST 5, 2020

Either you’re all in on delighting customers, or you’re doing everything you can to minimize your costs and maximize your profit. One of the challenges we’ve faced as a support team is scaling our high bar for customer satisfaction without scaling our headcount alongside our customer count. It’s a problem we know well.

Customer Experience 204

Customer Experience Customer Satisfaction Positioning Article 204

Product Innovation Educators

DECEMBER 16, 2024

In this article, I’ll share the key takeaways from our discussion, including why market research should be your foundation, how customer engagement has evolved to become a continuous process, and the ways AI is reshaping traditional product management activities.

Research Software 266

Research Software Feedback Software User Testing Product Research 266

Userpilot

MARCH 14, 2024

Looking for customer analytics use cases that can significantly improve your SaaS? This article lists key use cases for SaaS and explains how to implement them to unlock customer satisfaction and product growth. We also cover: Customer analytics categories. Increase user satisfaction. Churn rate.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Customer Experience 105

The Product Coalition

JANUARY 25, 2024

We’d like to thank Tremis Skeete, Executive Editor of Product Coalition for his valuable contributions in the research, development and writing of this article. Chatbots have become integral to various industries, providing real-time assistance, automating tasks, and improving user experiences. One example is Hiver’s Chat Widget.

Artificial Inteligence 147

Artificial Inteligence Reporting Tools Feedback Software Research Software 147

Userpilot

DECEMBER 20, 2023

Combining customer data & machine learning unlocks the power of big data. This one-two combo is a great way to help enhance customer experience , one of the most impactful methods of increasing product growth. This article will show ten ways customer data and machine learning can improve customer experiences.

Artificial Inteligence 105

Artificial Inteligence Data Visualization Customer Experience Customer Feedback 105

Roman Pichler

JANUARY 8, 2019

For revenue-generating products, you should also investigate if the product is still effectively differentiated: Do users have a compelling reason to choose it over competitors’ offerings? Then try to quantify these benefits and compare them to the discovery investment required.

Product Research 222

Product Research Customer Experience User Testing Analytic Tools 222

Userpilot

JULY 8, 2024

Looking for examples of customer journey touchpoints? The article explores 20 major touchpoints in a SaaS product journey. And shows you how to optimize them for better conversions and higher customer satisfaction. They are responsible for customer satisfaction, retention, and account expansion.

Analytic Tools 105

Analytic Tools Feedback Software Research Software User Testing 105

Userpilot

OCTOBER 3, 2024

And the easiest way to establish this connection is by learning how to improve CSAT (customer satisfaction). In this article, we explore proven techniques to help you increase customer satisfaction, from feedback collection to customer education and personalization. shift in customer loyalty.

User Testing 105

User Testing Product Research Data Visualization Customer Experience 105

Userpilot

JULY 17, 2023

Modern customers are savvy and have high expectations. This article shows you 10 solid strategies customer service representatives can follow to keep customers satisfied and increase your loyalty and retention rates. The key is to build a robust center that houses every vital info new and existing customers might need.

Reporting Tools 98

Reporting Tools Data Visualization Analytic Tools Feedback Software 98

Userpilot

JULY 2, 2024

This article will show seven examples of business analytics to highlight its positive impact. Tracking customer behavior improves marketing, enhances user experience , and boosts customer satisfaction and loyalty. Segment customers by demographics and usage to personalize experiences.

Data Visualization 105

Data Visualization Analytic Tools Customer Experience Customer Feedback 105

Intercom, Inc.

OCTOBER 27, 2021

Support leaders are on the hook for making business-critical decisions daily, weekly, monthly, and yearly around how to maintain high customer satisfaction and fast response rates. How many proactive support messages are you sending versus how many people are seeking support? are performing best for your team.

Data Visualization 138

Data Visualization Reporting Tools Strategy Inbound 138

Userpilot

JUNE 14, 2023

You want to ask the right questions in the right way to extract meaningful user sentiment insights. In this article, we will delve into the potential of product feedback survey templates and a comprehensive collection of them. TL;DR A product feedback survey is a structured tool for gathering customer feedback on products or services.

Product Research 98

Product Research Feedback Software User Testing Customer Feedback 98

Userpilot

OCTOBER 20, 2024

This is every product manager’s nightmare – an onboarding failure that cripples customer retention. In this article, we explore the art and science of onboarding automation , and how it can turn that initial spark of interest into a roaring flame of engagement. What is customer onboarding? The answer is a lot!

Onboarding KPIs 105

Onboarding KPIs User Testing Feedback Software Customer Experience 105

Userpilot

AUGUST 5, 2023

Turning the NPS passives into promoters can improve user sentiment , retention rate, and customer loyalty. In this article, we’ll explore effective strategies to convert NPS passives into enthusiastic promoters who’ll advocate your product or service. What is Net Promoter Score (NPS)?

Data Visualization 98

Data Visualization Product Research Feedback Software Analytic Tools 98

Userpilot

SEPTEMBER 8, 2024

Did you know that our client RecruitNow saved over 1,000 customer training hours a year by implementing a localized resource center coupled with onboarding flows? Great product support helps you cut on costs and make users happy, so in this article, we’ll look at the various in-app support types and some best practices for you to follow.

Data Visualization 105

Data Visualization Onboarding KPIs Feedback Software Reporting Tools 105

Userpilot

FEBRUARY 28, 2023

If you’re wondering what different types of customer feedback are and how to collect them, you’re in the right place! In this article, we look at 13 different ways to collect feedback that product managers can leverage to gain a deep understanding of customer needs and make informed product decisions.

User Testing 98

User Testing Customer Feedback Feedback Software Product Research 98

Userpilot

JULY 9, 2024

What is a customer experience management strategy? These are some of the questions this article covers, so if you’re after the answers, you’re in the right place! We also share best practices for product teams seeking to optimize their strategies and enhance customer engagement throughout their journey with the product.

Customer Experience 111

Customer Experience User Testing Research Software Analytic Tools 111

Product Talk

DECEMBER 13, 2023

And as you might guess from the nature of Thomas’s product, there were some restrictions on how he could go about measuring user activity or instrumenting the product. It’s not like most apps where it’s not even a consideration—of course Slack knows whether I sent messages and it probably knows who I sent messages to,” says Thomas.

Data Visualization 292

Data Visualization Analytic Tools Reporting Tools Technical Review 292

Userpilot

MARCH 20, 2023

With so many companies prioritizing their customer service efforts for a good reason, we decided to list 13 emerging customer service trends that can help you exceed customer expectations and drive business growth. One of the foremost customer service trends today is offering self-service options.

Reporting Tools 98

Reporting Tools Data Visualization Analytic Tools Research Software 98

The Product Coalition

MARCH 23, 2021

The purpose of this article is to curate and summarise the best thinking out there on Jobs-to-be-Done in order to explain what it is, why you need to use it and how you can apply it. McDonald’s had mounds of data and a very sophisticated profile of their ideal customers. It can change your messaging, marketing channels and more.

User Testing 172

User Testing Data Visualization Customer Feedback Product Research 172

Userpilot

SEPTEMBER 2, 2024

A customer-led marketing strategy is about transforming your approach to reflect the same level of personalization. In this article, we’ll explore how placing your customers’ needs and feedback at the heart of your strategy can help you engage users and keep them coming back.

User Testing 111

User Testing Customer Feedback Customer Experience User Friction 111

Userpilot

SEPTEMBER 11, 2023

Wondering how to leverage customer analytics benefits to drive customer satisfaction? Customer analytics helps you seamlessly understand customers, predict their needs, and curate your offerings to their wants. Prevention of potential churn among existing customers by identifying and addressing them beforehand.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Customer Feedback 105

Userpilot

JULY 9, 2023

If you’re after the answer to this question, you’re in the right place, because that’s exactly what the article explores. TL;DR Product usability describes how easily customers can use a product to achieve their goals. Usability vs. User Experience (UX). Ready to dive in? Book the demo to see how.

User Testing 98

User Testing Customer Experience Customer Feedback Product Research 98

Userpilot

NOVEMBER 30, 2023

Based on the insights you generate, you can create better experiences for website visitors and users, driving more engagement, conversion, and retention. This article provides a step-by-step guide. In addition to securing longer-term commitments, annual discounts can also lead to increased user satisfaction.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Onboarding KPIs 105

Userpilot

JULY 13, 2023

In this article, we’ll go through how to measure growth of a company by delving deep into the basics, relevant metrics, and each necessary company growth rate formula. Customer lifetime value (CLV) determines the total revenue a customer generates throughout the relationship. The formula of Customer Lifetime Value (CLV).

Onboarding KPIs 98

Onboarding KPIs Feedback Software Customer Experience Customer Feedback 98

Userpilot

MAY 7, 2024

Collecting the voice of the customer (VoC) in product management can lead to sustained growth. You can have the best digital marketing and pricing strategies, but you won’t be able to retain your customers if you don’t listen to their feedback. Customer satisfaction score. Customer effort score.

Product Research 102

Product Research Data Visualization User Testing Customer Feedback 102

Userpilot

AUGUST 30, 2023

Your proactive customer support demonstrates how much you care about your customer and persuades more customers to stick with your product or service. In this article, we’ll delve deep into the ins and outs of time to resolution and see how to reduce it. to reduce your overall time to resolution.

Customer Experience 104

Customer Experience Onboarding KPIs User Testing Customer Feedback 104

Userpilot

FEBRUARY 24, 2023

In this article, we look at the process of creating feedback loops step-by-step and share some best practices for product managers to get the best out of user feedback. TL;DR Feedback loops consist of actions that involve collecting feedback and acting on it to solve customer pain points and add value to the product.

Product Research 98

Product Research Feedback Loop Feedback Software User Testing 98

Userpilot

AUGUST 28, 2023

As the number of potential customer communication channels and touchpoints continues to increase, omnichannel communication is a must. As customers switch from email to social media, in-app messaging , live chat, push notifications, and more, you need a way to connect them all and deliver a seamless experience to users.

Analytic Tools 98

Analytic Tools Research Software Customer Communications Data Visualization 98