Intercom, Inc.

MAY 22, 2018

Published in a digital format back in January, more than 35,000 people have already enjoyed our no-nonsense, actionable advice covering the entire spectrum of marketing, from messaging to monetization. But it is perhaps for that very reason that demand for printed books on the business of software is so high.

Marketing 188

Marketing Books Feedback Software Startups 188

Intercom, Inc.

MARCH 10, 2022

With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. In fact, 75% of consumers were more likely to favor brands that exhibited clear and frequent communication during the pandemic. But what’s the best way to stay ahead of these expectations?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Alchemer Mobile

JUNE 11, 2019

If you’re a travel brand developing an app for your airline, hotel, rideshare, etc. When you introduce changes to your app, you have the opportunity to message this as a response to customer feedback. In-app messaging turns your app into a communication channel. Delta’s booking experience is a fantastic example of intuitive UI.

Feedback Software 180

Feedback Software Travel Airlines Customer Experience 180

Userpilot

JULY 16, 2024

In this article, we’ll explore the types of product differentiation strategies and go over cases of real-world brands that have used these strategies to drive product growth. This process grants you a competitive advantage and fosters brand loyalty. Apple differentiates itself through brand image and reputation.

Differentiation 88

Differentiation Analytic Tools Research Software Feedback Software 88

Intercom, Inc.

MARCH 16, 2018

He used Intercom to message these users and identify what was going wrong. To address these concerns, he added a message schedule downplaying the importance of clean code and up-selling his product. He sent the following message to non-users on day three: “If no one is using your product, who cares how clean your code is?”

Analytic Tools 219

Analytic Tools Customer Experience Data Visualization User Testing 219

Intercom, Inc.

JUNE 19, 2018

Tristan received an automated transaction message: his credit card was just used at a convenience store 20 mins away! Forward thinking companies are starting to make service a part of their product, with messaging at the core. Messaging is the dominant app on mobile, driving consumer interest in this channel.

Reporting Tools 216

Reporting Tools User Testing Research Software Customer Experience 216

Userpilot

AUGUST 12, 2024

They may abandon the page if the messaging and positioning are confusing or contradictory. Anthony Pierri knows this, and after helping over 200 businesses improve their homepage, he’s hosting the talk “ How to Rewrite Your Homepage With Sharper Positioning & Messaging ” on October 8th. Book a seat.

Messaging 88

Messaging Positioning Data Visualization User Testing 88

Intercom, Inc.

AUGUST 25, 2021

In 2016, we released a new version which featured deep customization, cross-platform compatibility, new message formats, and playful emoji support. Paul Adams , SVP of Product, summarizes the power of messaging. Beginning in 2015, we expanded beyond regular blog posts to publish books containing our insights and opinions.

Data Visualization 220

Data Visualization Customer Experience Onboarding KPIs User Friction 220

Intercom, Inc.

APRIL 24, 2018

This gave us great insight into the things people were trying to do, like booking meetings, getting on video calls, sharing announcements and helping customers sign up or make a purchase. So you can do things like have people sign up to your app, book a meeting or take a payment, right there inside the Messenger. Why did this happen?

Customer Experience 223

Customer Experience Customer Communications Outbound Customer Feedback 223

Product Talk

JANUARY 24, 2024

Ben will then send a direct message to anyone who comments on or reacts to the post, asking them if they would be open to doing a quick Zoom interview. He sends one follow-up message to anyone who doesn’t respond to his first message. However, Ben shares that it’s taken time to refine his messaging for this type of outreach.

Research Software 242

Research Software Feedback Software User Testing Customer Experience 242

Product Talk

NOVEMBER 8, 2023

I’ve designed my business to allow plenty of time for reading books, articles, interviews, etc. Tweet This I was very intentional about including the word “habits” in my book title, Continuous Discovery Habits , because I wanted to emphasize the fact that anyone can make small changes in their behavior to get better at discovery.

Product Research 243

Product Research Research Software Analytic Tools Books 243

Userpilot

AUGUST 28, 2023

Wondering how to create a consistent brand experience to make a lasting impression of familiarity and trust? In a saturated SaaS world with tons of alternatives, a consistent brand experience can make you a recognizable brand. Maintaining core brand elements across various platforms to offer a familiar brand image.

Branding 78

Branding Customer Experience Feedback Software Data Visualization 78

Intercom, Inc.

APRIL 25, 2018

Powered by our knowledge base product , it suggested articles to people after they typed a message. It worked well, but we started to ask ourselves: what if we could get people to check out the knowledge base before typing a message? Before this, we’d invested a lot of time in features like article suggestions. Or so we thought.

Embedded Analytics 215

Embedded Analytics Feedback Software User Testing Customer Experience 215

Userpilot

JANUARY 20, 2024

How can message mapping support your company’s communication with customers and drive product engagement ? We also show you how to create a message map for your SaaS! Utilizing message mapping ensures all team members’ alignment in their communication across various channels. Book the demo! What is a message map?

Messaging 70

Messaging User Testing Research Software Analytic Tools 70

Intercom, Inc.

JULY 31, 2019

53% of buyers are more likely to buy from a business they can message, so if you’re looking for ways to make your marketing more effective in 2019, live chat is the way to go. They send your leads the exact messages you want them to see based on rules you define. Embed a video message in your chatbot.

Marketing 177

Marketing User Testing Research Software Embedded Analytics 177

Intercom, Inc.

AUGUST 12, 2021

Messaging, voice, video – companies should leverage all these different ways of interacting with Only then can they seamlessly escalate conversations from chat messages to phone calls or video calls, depending on what the person or the situation requires. At Intercom, we use the term conversation to describe our messaging tickets.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

Intercom, Inc.

DECEMBER 2, 2019

From new navigation features and refreshed product names to several brand new apps, there’s definitely something for everyone. There are a lot of different ways to interact with your visitors and customers using Intercom, and we know from your feedback that sometimes it could be hard to choose the most appropriate variety of message to use.

Outbound 38

Outbound Customer Experience Customer Feedback User Testing 38

Alchemer Mobile

APRIL 28, 2020

The messages have started blurring together. The key piece many major brands are missing right now: Listening. Brands need to give customers the opportunity to express these needs and then actually make changes based on that feedback. I think that before jumping on ads, brands need to take action. Book of the Month.

Customer Communications 147

Customer Communications User Testing Customer Feedback Customer Experience 147

Intercom, Inc.

AUGUST 20, 2020

Both her book Resonate: For Anyone Who Wants to Build an Audience and her documentary short Attention for Sale offer insights into how we are changed by ubiquitous technology, both individually and collectively – social media has transformed how we engage with one another, and that widespread, constant engagement is harming our focus.

Research Software 243

Research Software Technology Telecommunications User Testing 243

Intercom, Inc.

AUGUST 14, 2018

What messages should I send to new customers? 5 simple messages to engage your customers. How can I build a brand for my software company? So you want to build a brand? Want to learn more about how to build your brand and sell more products in a non-spammy way? How to make product improvements.

Events 182

Events Blog Article Technical Review 182

Roman Pichler

APRIL 5, 2022

The following list shares sample rules, which are based on my book How to Lead in Product Management : Always have cameras turned on in online meetings and mute yourself if you don’t speak. Do not engage in side-conversations and don’t answer messages on your electronic devices. Silence phones and other devices; disable notifications.

Weak Development Team 287

Weak Development Team Product Management Product Manager User Testing 287

Intercom, Inc.

MARCH 21, 2018

They can set new messages to be triggered based on a customer’s satisfaction level, or decide to put customers who are dissatisfied at the front of the queue. Want to learn more about how to build your brand and sell more products in a non-spammy way?

Marketing 223

Marketing Customer Satisfaction Differentiation Banking 223

Intercom, Inc.

MAY 16, 2018

In the new world of SaaS, marketing should be involved at every stage of the funnel, from the first point of contact (your website) to the decision to purchase (the page users enter their credit card information), as well as ongoing product education (docs, demos, messages and webinars). Marketing needs to help build a bridge to the future.

Product Marketing 223

Product Marketing Marketing Strategy Customer Experience 223

Alchemer Mobile

NOVEMBER 21, 2019

But ask yourself: How do people discover your brand? The power of persuasion is stronger than ever, and it’s easier than ever to share brand experiences with the entire world. You can do this by identifying customers that adore your brand, learning from them, and then activating them. What does the buying journey look like?

Customer Experience 147

Customer Experience Customer Feedback User Testing B2C 147

Intercom, Inc.

MAY 24, 2018

He sat down with me for a chat that ranged from common mistakes growth marketers make with their data to the backstory behind some of Clearbit’s recent, and in some ways unconventional, book launches ( Data-Driven Sales and Data-Driven Marketing ). Why take that approach, rather than gating the book from the get-go? Short on time?

Data Visualization 182

Data Visualization Feedback Software Customer Experience B2B 182

Intercom, Inc.

AUGUST 22, 2019

You can also learn more about Jon and Intercom’s product design team, get free design resources and see open design roles in our brand new design website at intercom.design. I used to write books for IBM. She has a whole book about it called, appropriately enough, Content Design , and it’s just brilliant.

User Testing 209

User Testing Research Software Feedback Software Analytic Tools 209

Intercom, Inc.

FEBRUARY 17, 2022

In this episode, we sat down with Doug to chat about embracing the mojo and creating a brand strategy that connects with the audience and stands out from the crowd. Here are a few key takeaways: You can usually discover the brand’s voice by talking to the passionate, excited, hard-working employees in your company. Short on time?

Marketing 209

Marketing B2B Branding Data Visualization 209

Roman Pichler

JANUARY 8, 2019

Wouldn’t it be great to make the product better, improve the user experience and add brand-new features? Such a map visualises the steps users take and any issues they encounter like waiting, delays, and errors (as I explain in more detail in my book Strategize ). Take Microsoft Office as an example.

Product Research 221

Product Research Customer Experience User Testing Analytic Tools 221

The Product Coalition

FEBRUARY 5, 2021

So, we began by focusing on the supply (fashion e-commerce brands.) We decided to start by targeting smaller fashion e-commerce brands since we figured they would be easier to get in touch with compared to large fashion e-commerce brands. We determined that like most marketplaces, ours would be supply-constrained.

Research Software 143

Research Software Feedback Software User Testing Product Research 143

Intercom, Inc.

MARCH 2, 2018

I wrote our docs , hosted our webinars , created our help videos and managed our outbound messaging to customers. Just set up a recurring automatic message to all your new signups (using a tool like Intercom , naturally ) with a link to your registration page. I wore many hats. As the function grew, I hired a team of product people.

Customer Experience 218

Customer Experience Marketing Webinar Demo 218

Intercom, Inc.

FEBRUARY 6, 2019

Brand awareness. In this case, customer message campaigns, webinars and help content will be more effective. “One-size-fits-all messaging doesn’t cut it anymore” Here’s a recent example from us about updating two of our apps and releasing a new calendar feature. Get super targeted with your messaging.

Product launches 170

Product launches User Friction User Testing Customer Experience 170

Intercom, Inc.

APRIL 22, 2021

As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering. With his latest book, Staff Engineer , Will is hoping to answer all of these questions. Since we last spoke to you, you’ve published not one but two books. What is a staff engineer?

Technical Review 274

Technical Review Leadership CTO Coach Weak Development Team 274

Intercom, Inc.

APRIL 26, 2018

His best-selling book Hooked explores how to design habit-forming products, and you can keep up with his writing and research at NirAndFar.com. That’s where I learned many of the techniques that I described in my book Hooked: How to Build Habit-Forming Products. There haven’t been any changes since the book came out in 2014.

User Testing 223

User Testing Research Software Product Research Weak Development Team 223

Intercom, Inc.

SEPTEMBER 18, 2019

Your potential customers see dozens, sometimes hundreds, of marketing messages every day and everywhere: on social media, on their phones, on billboards as they drive down the street. Any marketing messages they see then are effectively out of context. Any marketing messages they see then are effectively out of context.

Research Software 36

Research Software Marketing Customer Communications Data Visualization 36

Intercom, Inc.

AUGUST 31, 2022

Every brand can be successful on social media. You want to put together some guidelines and sample scripts based on your brand voice for a myriad of different scenarios such as issuing refunds, shipping delays, or cancellations. They were actually able to quantify how fast responses drive more revenue for your brand”.

Customer Experience 118

Customer Experience Branding Messaging Startups 118

Intercom, Inc.

MARCH 3, 2022

Liam: The book is called Product-Led Onboarding: How to Turn New Users into Lifelong Customers. What I call initial onboarding goes from the first impression with your brand all the way to seeing and experiencing the value of your product. I’m using the word “promise,” but this is positioning and messaging.

Customer Experience 156

Customer Experience User Testing Marketing Data Visualization 156

Intercom, Inc.

NOVEMBER 9, 2022

Few books have chronicled how innovation takes place – and how market leaders fail to seize it – as well as Clayton Christensen ’s seminal book The Innovator’s Dilemma. So why not take a page from the startup book and set up new avenues and opportunities so people can innovate in their job? Completely separate.

Research Software 226

Research Software Data Visualization User Testing Startups 226