Intercom, Inc.

APRIL 6, 2022

For fast-growing and enterprise organizations, the ability to personalize customer communication in a way that’s scalable is business critical. In fact, studies show that not only do customers expect great experiences when interacting with companies, they’re willing to pay more for them. Here are some of their takeaways.

Customer Experience 230

Customer Experience User Testing Customer Feedback Customer Communications 230

Alchemer Mobile

MAY 19, 2021

Now, more than ever, your customers want to be heard. They’re itching to give you feedback. To help you with this, we compiled a list of the top mobile in-app feedback tools of 2021. Mobile in-app feedback tools & solutions. mParticle is the customer data platform for brands leading the CX revolution.

Feedback Software 236

Feedback Software Data Visualization User Testing Customer Feedback 236

Product Talk

MAY 15, 2024

Committing to continuous discovery means changing the way your product team operates. It’s no longer about making decisions purely based on your intuitions or stakeholder requests, but finding ways to integrate touch points with customers into your work every week—if not every day. Tweet This This can sound overwhelming.

Product Research 299

Product Research Feedback Software Analytic Tools User Testing 299

Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile.

Feedback Software 235

Feedback Software Messaging User Testing Customer Experience 235

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. The real challenge comes when you’re deciding how you actually want to execute on this concept and actually begin gathering mobile feedback in your own app. Apptimize specializes in A/B testing.

Feedback Software 240

Feedback Software Analytic Tools Data Visualization User Testing 240

Intercom, Inc.

JULY 1, 2019

At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships. And that changes a lot: how we think about marketing, how we think about what our product is and how we think about what customer success actually is.

User Testing 223

User Testing Customer Experience Onboarding KPIs Magazine 223

Intercom, Inc.

JULY 6, 2021

These days, customers expect instant access to support, especially for products that are critical to their business operations. But how do you live up to these expectations if your customers are on one side of the globe? The ROI of global customer support. Improved global customer retention. Increased revenue.

Customer Experience 232

Customer Experience Data Visualization User Testing Customer Feedback 232

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. Short on time? But there’s a better way now.

Feedback Software 199

Feedback Software User Testing Analytic Tools Research Software 199

Product Talk

DECEMBER 11, 2024

If youve been reading Product Talk for a while, you probably already know that the majority of the stories we share in the Product in Practice series focus on how product teams are adopting continuous discovery habits in their work. Do you have a Product in Practice story youd like to share? You can submit yours here.

Product Research 159

Product Research Customer Experience User Testing Feedback Software 159

The Product Coalition

MARCH 18, 2022

Recently one of the founders of a hot startup asked me, “How do we know if we should add new value props for existing customers or continue to invest in existing ones? Given that we have finite engineering and product resources, what is the path forward?” What would that balance look like? What Does Growth Really Teach Innovators?

Customer Experience 195

Customer Experience Onboarding KPIs User Testing Customer Feedback 195

Userpilot

OCTOBER 28, 2024

Ever wonder why some products instantly click with users while others get abandoned faster than New Year’s resolutions? The secret often lies in those crucial first moments – your user onboarding. But here’s the thing: getting users to say “wow” instead of “why?”

User Testing 88

User Testing Customer Feedback Customer Experience Onboarding KPIs 88

Melissa Perri

JULY 14, 2016

“What is your Product Strategy? When I replay this scene in my head, I can hear the CTO very audibly yelling (slash pleading) with our product team. We had been experimenting towards a very concrete goal for two months, and had made a lot of progress. BUT we still had to test our ideas. YOU NEED A STRATEGY.”

Product Strategy 306

Product Strategy Onboarding KPIs Strategy Transportation 306

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Below we dive into each of the five key trends from our research.

Customer Experience 233

Customer Experience User Testing Research Software Reporting Tools 233

Intercom, Inc.

NOVEMBER 11, 2021

Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. But despite how relevant the topic still is, we’re not just here to talk about the ideal onboarding experience.

Customer Experience 254

Customer Experience Onboarding KPIs User Testing Feedback Software 254

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. Last week we launched a series of new features to help modern support teams handle rising volumes of complex conversations with confidence and efficiency.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

Product Talk

JULY 17, 2024

Whether they have a hard time negotiating with stakeholders , feel pressure to commit to multiple outcomes, or unintentionally assign themselves an output instead, this is a critical aspect of continuous discovery where it’s all too easy to be led astray. Why are product teams shifting from focusing on outputs to focusing on outcomes?

Product Research 293

Product Research Onboarding KPIs Data Visualization Customer Experience 293

Product Talk

FEBRUARY 28, 2024

That’s certainly the case for Kelsey Terry , who’s sharing her story in today’s Product in Practice. In her former role as Director of Product at Going (formerly known as Scott’s Cheap Flights), Kelsey was tasked with running a pilot product trio. They didn’t have enough time and felt rushed. But Kelsey kept iterating.

Product Research 275

Product Research Onboarding KPIs Feedback Software User Testing 275

Product Talk

DECEMBER 6, 2023

Opportunity solution trees help product teams chart the best path to their desired outcome. Opportunity solution trees help product teams chart the best path to their desired outcome. – Tweet This In this article, we’ll cover what an opportunity solution tree is, the benefits of using one, how to create one, and so much more.

Data Visualization 309

Data Visualization Product Research Analytic Tools Research Software 309

Intercom, Inc.

SEPTEMBER 29, 2022

As costs and competition continue to rise, companies need to hone in on activating, engaging, and retaining their customers while minimizing their overheads. These times of change bring opportunities as well as challenges. By implementing in-product messaging – the secret ingredient your customer engagement tech stack is missing.

Messaging 211

Messaging Customer Experience Onboarding KPIs User Testing 211

Userpilot

OCTOBER 20, 2024

This is every product manager’s nightmare – an onboarding failure that cripples customer retention. But your product doesn’t have to be that way! 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.

Onboarding KPIs 86

Onboarding KPIs User Testing Feedback Software Customer Experience 86

Lenny Rachitsky

SEPTEMBER 3, 2024

Each week I tackle reader questions about building product, driving growth, and accelerating your career. If you’re building a consumer subscription app, this post is your new bible. Over the past year, Phil Carter has been developing a framework for growing consumer subscription businesses, called the Subscription Value Loop.

User Testing 120

User Testing Feedback Software Framework Onboarding KPIs 120

Intercom, Inc.

SEPTEMBER 15, 2020

Customer engagement has never been more essential to business survival. Retaining your hard-won customers is the difference between success and failure for online businesses, and the key to retention is excellent customer communication. Series is a brand new way to build behavior-based customer messaging campaigns in Intercom.

Data Visualization 231

Data Visualization Research Software Reporting Tools Customer Communications 231

Userpilot

MAY 13, 2024

Customer feedback surveys serve as invaluable tools for gathering actionable insights directly from your audience. However, it’s important to know when and how to trigger the forms to gather user feedback , for increased response rate and data credibility. Types of surveys include: Customer Satisfaction Score (CSAT).

Customer Feedback 91

Customer Feedback User Testing Feedback Software Product Research 91

Product Talk

AUGUST 12, 2020

Hello Product Talk readers, we’re excited to share the latest Product in Practice with you! For this story, we caught up with Sonja Martin , Product Manager at tails.com. Sonja shares how her cross-functional team has changed their approach to defining their desired outcome over time. You can find them here. Tweet This.

Product Research 232

Product Research Onboarding KPIs User Testing Data Visualization 232

Userpilot

APRIL 10, 2024

How do you keep hold of your customers? Through customer retention management. The longer you can retain your customers, the more revenue you make and save from not having to find new ones. TL;DR Customer retention management focuses on understanding customer needs to keep them loyal and retained.

Onboarding KPIs 96

Onboarding KPIs Customer Experience Customer Feedback User Testing 96

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Onboarding KPIs 190

Onboarding KPIs Data Visualization Customer Experience User Friction 190

The Product Coalition

MARCH 15, 2023

Chances are the ones you frequently use have a simple, intuitive app onboarding process. If you’re a financial services product manager, you’ll know that crafting an effective fintech app onboarding process is no small feat. Effective onboarding is also necessary to set your users up to use your app successfully.

Onboarding KPIs 129

Onboarding KPIs Analytic Tools Research Software Data Visualization 129

Userpilot

JULY 9, 2024

What is a customer experience management strategy? We also share best practices for product teams seeking to optimize their strategies and enhance customer engagement throughout their journey with the product. Implement tactics to enhance customer experiences at various touchpoints. How to create it?

Customer Experience 92

Customer Experience User Testing Research Software Data Visualization 92

Userpilot

JANUARY 11, 2024

With so many options out there for consumers, the FinTech onboarding process is crucial for any FinTech company looking to set itself apart. As with every digital product, the first few minutes on your app will determine whether the user sticks with it or abandons it. to assist customers at all times.

Onboarding KPIs 91

Onboarding KPIs Customer Experience Feedback Software User Testing 91

Userpilot

NOVEMBER 29, 2024

Many companies invest heavily in acquiring new customers, yet still struggle with growth. According to product expert Dan Olsen , it’s because their “bucket” — the product itself — is leaky. Customers leave as fast as new ones come in. Most new products never find their product-market fit.

Onboarding KPIs 86

Onboarding KPIs User Testing Customer Experience Analytic Tools 86

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

Product Research 232

Product Research Data Visualization Customer Feedback User Testing 232

Product Management University

DECEMBER 13, 2022

Product experience is a vital part of product design and development. Your product should be able to make customers measurably better at specific job tasks that are critical to their success, for sure, but does it do so easily and efficiently, and even more importantly, do those customers actually enjoy using it?

Customer Experience 147

Customer Experience Onboarding KPIs User Testing Customer Feedback 147

The Product Coalition

JANUARY 26, 2024

Twenty five mini-research ideas for finding something meaningful to work on. In the perfect world, product managers have all the time, resources, and skills to do impeccable, in-depth market and user research. So let’s talk about mini-research. Think of research as digging for gold.

User Testing 107

User Testing Product Research Research Software Data Visualization 107

Userpilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. You will also learn how to build a retention strategy, what metrics to track, and 10 bulletproof retention tactics for SaaS companies. TL;DR Customer retention is the ability to keep your customers actively using their products.

Onboarding KPIs 89

Onboarding KPIs Customer Experience Feedback Software Analytic Tools 89

Userpilot

OCTOBER 20, 2024

Onboarding gamification is the key to transforming a dull process into an engaging one. When the process feels complicated, it becomes easy for a new user to lose interest before they experience the true value of your product. What is onboarding gamification? Launching a new product.

Onboarding KPIs 74

Onboarding KPIs Customer Experience User Testing Customer Feedback 74

Userpilot

AUGUST 23, 2024

How does customer onboarding in banking work? You will also learn the main challenges involved in the onboarding process in banking, best practices and explore the best onboarding software tools for the job. The process establishes the foundation for the bank-customer relationship. Let’s dive right in!

Analytic Tools 88

Analytic Tools Feedback Software Banking Data Visualization 88

The Product Coalition

MAY 8, 2023

Let’s talk about how CS teams drive value in logging customer feedback, product roadmapping, and closing the loop. Your Customer Success team is critical to an effective feedback management process. Building a customer feedback management system? Contact with churned customers. Better data.

Feedback Software 135

Feedback Software User Testing Customer Feedback Research Software 135