Intercom, Inc.

MARCH 10, 2022

With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. This is where having the right tech stack comes into play. In fact, 75% of consumers were more likely to favor brands that exhibited clear and frequent communication during the pandemic.

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Intercom, Inc.

AUGUST 13, 2020

The rise of review sites, messaging apps, and online forums has flipped the relationship between brands and their customers on its head. Where once brands could control what was said of them, today’s customers are well-placed to talk back and to one another – on any platform.

Branding 209

Branding Customer Communications User Testing Data Visualization 209

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. Or does this whole tech career thing support the writing? And Digg is an iconic brand, really amazing products in its time.

Technical Review 274

Technical Review Leadership CTO Coach Weak Development Team 274

Alchemer Mobile

NOVEMBER 22, 2024

Our platform empowers you to deepen relationships and connect with customers wherever they are in their journey. Pain Point #2: Steep learning curve Many platforms promise powerful features but are so complex that they require extensive training and technical expertise.

Feedback Software 130

Feedback Software User Testing Research Software Customer Feedback 130

Alchemer Mobile

APRIL 14, 2021

Technology (media creation, connectivity, etc.). News apps saw incredibly high retention rates , likely due to how much news people consumed and the fact that there was breaking news almost daily. Music apps had the most app store ratings and reviews out of all Media subcategories. Technology Apps. Music Apps.

Feedback Software 246

Feedback Software Research Software Technical Review User Testing 246

Product Innovation Educators

MARCH 3, 2025

Joining us is returning guest, Carmel Dibner, who is a principal and co-owner at Applied Marketing Science (AMS), where she has helped companies uncover critical customer insights to improve products, services, and customer experiences.Before moving to consulting she was in brand management at Unilever.

Research Software 156

Research Software Product Research Artificial Inteligence User Testing 156

Alchemer Mobile

MAY 19, 2021

Incorporating these tools into your customer experience tech stack will drive more engagement, gather high-quality customer feedback, and help inform your product roadmap. mParticle is the customer data platform for brands leading the CX revolution. Supporting tech. Mobile in-app feedback tools & solutions. Apptentive.

Feedback Software 236

Feedback Software Data Visualization User Testing Customer Feedback 236

Lenny Rachitsky

NOVEMBER 19, 2024

Previously, she was a senior director of product at Big Health, a product marketer at Dropbox, and designed youth advocacy campaigns with major brands like H&M and 3M that engaged millions of young people. Now my team can receive ongoing feedback from “me” on any message they want to send at any time.

User Testing 126

User Testing Customer Feedback Feedback Software Reporting Tools 126

Roman Pichler

NOVEMBER 2, 2021

Say that you are working on a new brand-new product. Additionally, you’ve invited the senior management sponsor to the upcoming sprint review meeting to secure the individual’s continued support. Similarly, a team dealing with significant technical challenges may struggle to get sprint planning right due to the uncertainty present.

Weak Development Team 352

Weak Development Team Development Software Review Technical Review 352

Intercom, Inc.

AUGUST 21, 2019

Online marketing content has long been dominated by brands creating product descriptions, how-to guides, branded articles, and blog posts to promote their business. What do we mean by the term “review sites”? Not all review sites are made equal. Peer review sites. Trustpilot, a consumer review site.

Software Review 172

Software Review Technical Review Reporting Tools Research Software 172

Alchemer Mobile

SEPTEMBER 19, 2019

Today, Apple releases the latest version of its most popular operating system, iOS (as well as the re-branded iPadOS), to hundreds of millions of customers worldwide. What this means for marketers, product people, and technology organizations is that you can’t rely on this email address to actually identify or contact your customers.

Technical Review 201

Technical Review Technology Product Marketing Marketing 201

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. Typically, when brands claim this, it’s more of a marketing technique and less of an actual pillar in their product strategy. Message centers. So, we won’t waste your time. Love Dialog. Rating prompts.

User Testing 258

User Testing Customer Experience Feedback Software Customer Feedback 258

Intercom, Inc.

JANUARY 2, 2019

This next chapter has already begun, with our new automation technologies like bots and the ability for our customers to connect Intercom with more of the other tools they use every day. The bot highlights these questions so your team can provide on-brand, pre-formatted answers. We set out to do more because we knew more was possible.

Technical Review 141

Technical Review Analytic Tools Feedback Software Customer Communications 141

Intercom, Inc.

FEBRUARY 9, 2021

According to a Microsoft Global State of Customer Service report , 90% of respondents said that customer service is an important factor in their choice of, and loyalty to, a brand. Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. And if their support expectations aren’t met?

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

Alchemer Mobile

NOVEMBER 8, 2022

includes powerful new out-of-the-box features to make it easier for brands to collect customer feedback within their mobile experiences and take action on the voice of the customer. “Now with just a few clicks, every brand can ask questions confidently knowing they are able to follow up with all of their customers in an instant.”

Product Research 244

Product Research User Testing Feedback Software Feedback Loop 244

UX Planet

DECEMBER 6, 2024

From new UX-related technologies and automation to personalization. Its influence is growing across three key areas: innovative technologies, automation of design tasks, and personalized user experiences. Together, these technologies are transforming how UX design approaches personalization, accessibility, and user interaction.

Feedback Software 89

Feedback Software Research Software Analytic Tools Data Visualization 89

Alchemer Mobile

FEBRUARY 18, 2021

While travel looks like it will remain relatively unpopular in the first half of 2021 due to COVID concerns, travel brands are gearing up for a surge of travelers in the second half of the year. The way consumers interact with brands through their mobile devices has fundamentally changed – forever. Personalization.

Travel 230

Travel Feedback Software User Testing Strategy 230

Intercom, Inc.

MARCH 28, 2022

While this shift was already underway, the rate of digital transformation is now happening much faster than previously predicted due to the impact of the COVID-19 pandemic. Technology capabilities were one of the key factors of business success during the height of the COVID-19 pandemic”.

Reporting Tools 228

Reporting Tools Customer Communications Data Visualization Research Software 228

Alchemer Mobile

APRIL 2, 2021

While we watched brave, brilliant healthcare workers combat the pandemic on the front lines, the mobile technology used to support their efforts from home underwent massive change. Ratings and Reviews. Healthcare app ratings and and reviews were slightly lower than macro averages across both iOS and Android.

Healthcare 148

Healthcare Feedback Software Research Software User Testing 148

Userpilot

DECEMBER 18, 2024

Unfortunately, the research backs this up, with a staggering 90% of users reporting that they stopped using an app due to poor performance. Expert review : Established design experts check your products design based on usability principles to identify potential improvements. Basically, anything that ruins the user experience.

Data Visualization 105

Data Visualization Analytic Tools Research Software User Testing 105

Product Management Lessons from the Trenches

DECEMBER 17, 2018

Fortunately, technology has been rapidly advancing and there are tools available that make this a solvable problem. whether spoken by a person or written in a document or message?—?and Sentiment analysis is often used to review survey results from customer-service interactions, product reviews, etc.

Technical Review 30

Technical Review Feedback Software Artificial Inteligence User Testing 30

The Product Coalition

DECEMBER 23, 2021

With the worldwide revenue from the financial technology sector to double by 2024 , fierce competition evolves. Fintech software represents specific challenges due to diverse dynamic content, graphs, tables, and more. Companies already use this tech novelty for authentication and expediting transactions.

Weak Development Team 184

Weak Development Team UX User Testing Technical Review 184

Alchemer Mobile

FEBRUARY 2, 2021

For a consistent brand image, all of your marketing activities should communicate and reinforce this one statement. Once your landing page is live, you can start collecting leads, offer a preview of your app press and early adopters, and integrate with an analytics or A/B testing tool to test variations of your messaging strategy.

Feedback Software 264

Feedback Software Analytic Tools Research Software Product Research 264

The Product Coalition

FEBRUARY 3, 2022

They want to know how to create a team that works diligently and creatively to serve customers and shareholders better. I managed many remote and hybrid teams for large brands. Anything worthy should be said 10 times in different settings and formats, like emails, slack messages, meetings etc. Technology. 1: Culture.

Technical Review 156

Technical Review Software Review Feedback Software Customer Experience 156

Alchemer Mobile

JULY 30, 2020

Or perhaps you prompt them with an option to head to your message center to chat with a customer service representative. Ratings and Review Prompts. One of the few places customers give feedback is in the app stores in the form of ratings and reviews. Message Center.

Feedback Software 183

Feedback Software User Testing Customer Feedback Analytic Tools 183

Intercom, Inc.

JANUARY 19, 2021

A few years ago, we wanted to improve the A/B testing functionality in some of our targeted messages. Our in-app messages and email messaging enabled companies to reach customers inside the product in real time, so they could deliver the right message , at the right moment. Here’s a simple framework for managing it.

Framework 272

Framework Customer Experience Systems Review User Testing 272

Alchemer Mobile

JUNE 12, 2019

Most brands only hear from less than one percent of their customer base , so they miss out on critical feedback from the other 99 percent. The second is to use proactive engagement strategies and contextually relevant messaging. When it comes to retention, how you message your customers matters just as much as what you message them.

Feedback Software 199

Feedback Software Finance Reporting Tools Data Visualization 199

Intercom, Inc.

JANUARY 14, 2019

Fittingly, the team’s selections crossed a range of publish dates, subjects and structures; from 1970’s era technical guidance on improving one’s own writing, to the latest and best thinking from the team at Google Ventures on how to make more time for what’s meaningful in your life. “The Inevitable” by Kevin Kelly.

Books 150

Books Technical Review Marketing User Testing 150

Roman Pichler

APRIL 5, 2022

Contrast this with a sprint review meeting , which might help you determine if users can easily sign up for the product. But for sprint review meetings , you may also want to invite (selected) users and customers to collect their feedback. Review and adjust product roadmap; check potential impact on the product strategy.

Weak Development Team 290

Weak Development Team Product Management Product Manager User Testing 290

Intercom, Inc.

DECEMBER 2, 2019

In a similar vein, 70% of end users say they feel more loyal to companies that provide support in their native language; there’s also massive upside to doing so if you consider another survey which found that 67% of customers are willing to switch brands due to a poor customer experience. What’s causing the disconnect?

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Alchemer Mobile

AUGUST 6, 2020

Product managers are rapidly advancing their skills, and as a result, the industry as a whole has had to level-up to compete as the world’s biggest brands continue to adopt a mobile-first approach. In reality, our data shows that brands only hear from less than 1% of their customer base, which we call the “vocal minority.”.

Feedback Software 180

Feedback Software User Testing Data Visualization Product Research 180

Alchemer Mobile

MARCH 11, 2021

Unfortunately, app store reviews are often the only easily-accessible place (aside from social media) for customers to air their grievances. Message centers. The goal of a Net Promoter Score-type survey should be to determine the path necessary to change detractors, neutral customers, and even promoters to strong brand advocates.

Feedback Software 174

Feedback Software Customer Feedback User Testing Customer Experience 174

Alchemer Mobile

MARCH 18, 2021

Brands shifted focus to improving long-term retention. Brands only lost an average of 4% of consumers in this group thanks to precise segmenting and proactive, personalized outreach. Almost all apps experienced significant change in their DAU due to COVID-19. You can reach us here or message us on social media @Apptentive.

User Testing 174

User Testing Webinar Data Visualization Feedback Software 174

Product Innovation Educators

MARCH 4, 2025

Joining us is returning guest, Carmel Dibner, who is a principal and co-owner at Applied Marketing Science (AMS), where she has helped companies uncover critical customer insights to improve products, services, and customer experiences.Before moving to consulting she was in brand management at Unilever.

Artificial Inteligence 235

Artificial Inteligence Research Software Product Research User Testing 235

Gainsight

AUGUST 24, 2020

Such tech-touch onboarding would boost brand affinity for end-users who embrace (and would likely evangelize) a product with robust features and functionality that’s also easy to navigate and has built-in responsiveness and support. . We’ve identified three critical steps for optimizing tech-touch customer onboarding.

Onboarding KPIs 105

Onboarding KPIs Technical Review Data Visualization Feedback Software 105

Intercom, Inc.

DECEMBER 21, 2021

Some of our achievements and milestones over the past 12 months include: We continued to launch amazing new features, such as Conversation Topics , Multichannel Transactional Messaging , and a best-in-class WhatsApp integration for Support teams. The Ultimate Customer Support Tech Stack for 2022. Niamh O’Connor , Brand Editor.

Customer Communications 196

Customer Communications User Testing Research Software Technical Review 196

Alchemer Mobile

AUGUST 25, 2020

For some brands, they’re moving the mobile app experience out from product and into marketing. Due to rapidly-evolving technology, customers have high expectations for the products they use. You don’t need a technical degree to be a strong PM. do not interface with developers in a technical way).

Technical Review 130

Technical Review Product Management Product Manager Software Review 130