Intercom, Inc.

MARCH 10, 2022

With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams. Sense their frustration?

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Intercom, Inc.

NOVEMBER 4, 2020

These tips apply broadly to many different conversational support tools , but if you’re an Intercom customer, they’re actionable today and require no engineering work. The afternoon you spend customizing your automation today can unlock happier customers and hours saved for your teammates during the holiday season.

Customer Experience 228

Customer Experience Technical Review Data Visualization Outbound 228

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Strategy first, technology second.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

DECEMBER 2, 2019

Introducing Outbound. 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. There are no longer “visitor auto messages” or “user auto messages”.

Outbound 38

Outbound Customer Experience Customer Feedback User Testing 38

Intercom, Inc.

JANUARY 19, 2021

A few years ago, we wanted to improve the A/B testing functionality in some of our targeted messages. ” So when this five-month-long project reached completion – at four times the amount of time we had initially estimated – we were left asking ourselves the question: what went wrong? User experience debt.

Framework 272

Framework Customer Experience Systems Review User Testing 272

Alchemer Mobile

MAY 14, 2020

So, what can these brands do to capture, analyze, and act on these changing customer behaviors? We’re thankful that our annual Mobile App Engagement Report was published right around the time that everything started to really shift in the U.S. Customer sentiment distribution. Mobile app customer retention data.

Research Software 209

Research Software Feedback Software User Testing Customer Feedback 209

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. Combine behind-the-scenes power with a personal support experience. Clearer expectations on reply times and your team’s availability.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Folding Burritos

JANUARY 25, 2018

A lot of our time as PMs is spent communicating with other people in our organization. Since the majority of our communication time is typically spent on the tactical, let’s talk about that. “Did What are customers asking for in our support channels?”. Did you know there’s a bug when people try to do ‘so and so’?”.

Data Visualization 347

Data Visualization Product Research Feedback Software Reporting Tools 347

Intercom, Inc.

JUNE 22, 2022

Today, we’re excited to launch Intercom SMS – increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere. For businesses looking for a reliable, fast, and effective way to communicate with their customers, SMS is a no-brainer. Boost your customer engagement with Intercom SMS.

Reporting Tools 211

Reporting Tools Analytic Tools Research Software Feedback Software 211

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. Long wait times and slow responses are no longer accepted as being good enough.

Reporting Tools 237

Reporting Tools Inbound Customer Experience Data Visualization 237

Intercom, Inc.

JULY 15, 2021

Over the past few years, marketers have learned one of the most effective methods for lead generation is engaging with prospective customers while intent is high, like when they’re browsing the website or perusing the pricing page. After a specific amount of time is spent on a page. company size). Yes, you can.

Outbound 232

Outbound Customer Experience Data Visualization Messaging 232

Intercom, Inc.

JUNE 13, 2022

Built for you is back – this time we’re revealing the powerful product updates we released in May! For example, you can segment your NPS® scores by region, product feedback by user persona, churn reasons by subscription type, and more – enabling you to better understand your customers and quickly take action based on their feedback.

Data Visualization 197

Data Visualization Product Research Reporting Tools Feedback Software 197

Intercom, Inc.

MARCH 2, 2018

In the very early days of any SaaS business, you will employ numerous marketing tactics to acquire your first customers: blog posts, paid advertising, landing pages, hero videos, webinars, everything but the kitchen sink. Time to put your feet up and wait for the dollars to roll in, right? You’re on borrowed time with these folks too.

Customer Experience 218

Customer Experience Marketing Webinar Demo 218

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Why proactive support is your first line of defense.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Alchemer Mobile

JUNE 30, 2020

The first step to optimizing your lifestyle app for customer engagement is by understanding benchmarks. And that’s where our 2020 Mobile App Customer Engagement Benchmark Report comes in! Customer sentiment distribution. Mobile app customer retention data. Average inbound and outbound message volume.

Feedback Software 166

Feedback Software User Testing Customer Feedback Customer Experience 166

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward.

Reporting Tools 228

Reporting Tools Customer Communications Data Visualization Research Software 228

Intercom, Inc.

MARCH 14, 2018

Short on time? Start small with early adopters who already experience the problem you’re trying to solve. Broaden the audience over time to include users who haven’t asked for the feature. Work on how you’ll pitch and describe the solution in a way that makes the most sense for your users. Evaluate the findings.

User Testing 223

User Testing Customer Feedback Data Visualization Feedback Software 223

Intercom, Inc.

AUGUST 25, 2021

We want to enable both you and your customers to have the best experience. Over the last few months, we’ve released a bunch of new updates across everything from reporting to integrations to the mobile experience. We’ve also been hard at work adding additional customer engagement features. Improved integrations.

Data Visualization 129

Data Visualization Reporting Tools Feedback Software Customer Experience 129

Alchemer Mobile

JUNE 16, 2020

From grounded flights to impatient customers to intensive cleaning protocols, everything looks different than it did a few months ago. One of the primary locations that travel brands interact with customers is through their mobile apps. Download the 2020 Mobile Customer Engagement Benchmark Report for Travel Apps.

Travel 148

Travel Feedback Software User Testing Customer Feedback 148

Intercom, Inc.

APRIL 24, 2018

Today is a big day for our customers. With over 500 million conversations every month, we’ve long known that our Messenger provides a personal, mutually beneficial experience for both our customers and their customers. Why messengers are the future of business to customer communication. And it goes way beyond chat.

Customer Experience 223

Customer Experience Customer Communications Outbound Customer Feedback 223

Intercom, Inc.

AUGUST 25, 2021

We have achieved a great deal in the past decade – we have built a lot of great product , hired hundreds of wonderful people , and helped thousands of amazing companies form lasting relationships with their own customers. It’s in our nature to look forward, to focus on shipping , to keep innovating and providing value.

Customer Experience 220

Customer Experience Data Visualization Onboarding KPIs User Friction 220

Userpilot

MARCH 7, 2024

Funnel reports are a popular analytics tool used to optimize customer journeys and user flows. TL;DR Funnel reports are analytical tools for visualizing the stages of the customer journey and analyzing how users progress from one stage to another. Userpilot allows you to create a custom event funnel. Book the demo!

Data Visualization 105

Data Visualization Reporting Tools Analytic Tools Customer Experience 105

Alchemer Mobile

MAY 27, 2020

Knowing where apps like yours stood last year in terms of customer engagement, surveys, in-app feedback, ratings and reviews, and other mobile KPIs can help you gain context to better understand where your brand stands today. ?Download Download the 2020 Mobile Customer Engagement Benchmark Report for Retail Apps.

Feedback Software 148

Feedback Software User Testing Customer Feedback Customer Experience 148

Intercom, Inc.

APRIL 9, 2020

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. Assisting both customers and support staff by offering predictive suggestions. Short on time?

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

Intercom, Inc.

OCTOBER 9, 2018

A lot of our time and energy is spent trying to engage potential customers with outbound messaging. But that’s easier said than done when reaching out to potential customers through email. So as SDRs, we spent a lot of time pondering how we could inject more of our personality into the process.

Customer Experience 126

Customer Experience Outbound Messaging Demo 126

Intercom, Inc.

DECEMBER 3, 2020

On the last Built for You episode, we talked about how customer feedback informs the features we build at Intercom. We learned that customer feedback is not distilled and passed down through a production line. Firstly, we had this product called Campaigns that we used it to orchestrate outbound messages.

User Testing 152

User Testing Feedback Software Data Visualization Research Software 152

Intercom, Inc.

JULY 13, 2018

You can spend months working on a great idea, pour tons of time and energy into crafting the perfect marketing, but without customers your business will cease to exist. All future growth hinges on one thing – customer acquisition. Mobilize your influencers to drive customer acquisition. Want more advice like this?

User Testing 156

User Testing Customer Experience Customer Feedback Strategy 156

Intercom, Inc.

JUNE 21, 2018

Today, Max is the CEO of Sales Hacker: a global conference, event series, and an online publication that brings together proven sales execs and emerging startup founders to share their lessons and experiences in sales automation and tech sales. Short on time? It’s easier to qualify leads , and it saves time.

Outbound 183

Outbound Technical Advisors Weak Development Team Customer Experience 183

Intercom, Inc.

MAY 24, 2018

When used correctly, data can powerfully enrich sales and marketing efforts and help any business fuel growth. Short on time? Companies commonly make the mistake of using expired or partial data from a small subset of users to justify big decisions. We believed that everything we were doing was a test or an experiment.

Data Visualization 182

Data Visualization Feedback Software Customer Experience B2B 182

Intercom, Inc.

NOVEMBER 10, 2020

Customers expect a seamless and personalized experience at every point of their journey, but managing all of these interactions across different channels, teams, and tools can often be difficult and inefficient. Get in front of your customers – without disrupting their flow. Here are a few highlights from this quarter.

Data Visualization 104

Data Visualization Customer Experience User Testing Research Software 104

Intercom, Inc.

MARCH 22, 2022

This ability to shift models, create product lines, and push them out to customers rapidly has changed everything. Which makes customer experience (CX) the most important differentiator and success factor your business has. The future of customer experience is engagement. So, let me cut right to the point.

Customer Communications 129

Customer Communications Customer Experience Customer Feedback User Friction 129

Intercom, Inc.

AUGUST 13, 2020

We’ve always used Intercom to provide support for our customers and, as our customer base has grown, we’ve seen first hand the needs for better reporting and workflows in Intercom. These new features have supercharged our team’s efficiency while preserving our customer experience.

Data Visualization 211

Data Visualization Reporting Tools Research Software Feedback Software 211

Intercom, Inc.

NOVEMBER 24, 2020

Chris Jewitt is a Customer Success Manager at Klaus , the conversation review tool designed to help modern support teams measure and maintain the quality and consistency of their customer conversations. Reframing customer support. Setting customers up for success.

Feedback Software 118

Feedback Software Customer Experience User Testing Technical Review 118

Intercom, Inc.

AUGUST 17, 2021

For years, customer support was seen as a cost center, not a value driver – a necessary response to inevitable customer questions or frustrations. But now that customer experience has become a critical differentiator for modern consumers, this reactive approach to customer support is no longer good enough.

Data Visualization 156

Data Visualization Inbound User Friction Customer Experience 156

Intercom, Inc.

JANUARY 28, 2020

Nowadays, digital solutions like CRMs have made it easier for sales teams to manage their pipelines online but that doesn’t always result in the best experience for the end buyer. . After trialling some other solutions, we chose Intercom because it centralizes inbound and outbound conversations without the friction that CRMs add.” .

Customer Communications 138

Customer Communications Inbound Customer Experience Outbound 138

Userpilot

AUGUST 31, 2023

What is customer acquisition for SaaS, and how can you leverage it to drive sustainable growth ? The purpose of customer acquisition is to expand and make more revenue. Customer acquisition funnel stages in SaaS are Awareness, Consideration, Evaluation, Conversion. What is customer acquisition?

Research Software 110

Research Software Feedback Software Analytic Tools User Testing 110

Intercom, Inc.

SEPTEMBER 21, 2022

Because of the limited scale any business could operate in – a scale which was literally dictated by their location – it was relatively easy for them to build personal relationships with customers. And with that explosion in addressable market came an explosion in customer service requests. The challenges of customer support today.

Research Software 118

Research Software User Testing Customer Experience Vision 118