Intercom, Inc.

APRIL 29, 2020

As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. At SaaStr Summit , I spoke about how businesses can adapt during these uncertain times by focusing on customer impact. Embracing a philosophy of change.

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

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 165

Feedback Software User Testing Customer Feedback Customer Experience 165

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? We share their advice for other leaders looking to expand their customer care to more languages and timezones.

Customer Experience 232

Customer Experience Data Visualization User Testing Customer Feedback 232

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. This will help you understand the value of their feedback and input.

Travel 147

Travel Feedback Software Customer Feedback User Testing 147

Intercom, Inc.

MARCH 19, 2019

Even the best businesses in the world lose customers. That’s why you need to find a strategy to steadily bring in new customers in order to survive – and thrive. Without a strategy to acquire customers, it’s easy to keep doing what seems to be working without examining how effective your approach truly is.

Customer Experience 166

Customer Experience User Testing Customer Feedback Strategy 166

Intercom, Inc.

DECEMBER 2, 2019

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

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 147

Feedback Software Customer Feedback User Testing Customer Experience 147

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. Increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere.

Customer Experience 210

Customer Experience Data Visualization Inbound Reporting Tools 210

Userpilot

SEPTEMBER 9, 2024

Looking for real-life customer-led marketing examples that worked to get inspiration for your own campaigns? TL;DR Customer-led marketing is a strategy that puts the customer at the center of all marketing efforts, making their pain points , behaviors, and feedback the driving force behind decisions. Then keep reading!

Customer Feedback 111

Customer Feedback Customer Experience Data Visualization Analytic Tools 111

Intercom, Inc.

MARCH 28, 2022

Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue? Third, the lines between sales, marketing, product, and support are blurring.

Reporting Tools 228

Reporting Tools Customer Communications Data Visualization Research Software 228

Intercom, Inc.

APRIL 25, 2018

Using apps, you can create tailored experiences for leads and customers when they open the Messenger. 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?

Embedded Analytics 215

Embedded Analytics Feedback Software User Testing Customer Experience 215

Folding Burritos

JANUARY 25, 2018

What are customers asking for in our support channels?”. ” “What are customers telling us?” Think about it as either inbound or outbound comms. “Did you know there’s a bug when people try to do ‘so and so’?”. How’s that KPI doing?”. What are the top objections we’re getting on sales calls?”.

Data Visualization 347

Data Visualization Product Research Feedback Software Reporting Tools 347

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. But others might need more direct answers.

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

Intercom, Inc.

AUGUST 3, 2022

In July, newly released research from Harvard Business Review Analytic Service, sponsored by Intercom, revealed what we’ve all been thinking – customer engagement is the key to retention and loyalty. Use the new live preview function to view your survey through your customers’ eyes before you launch. . Come say hi ??.

Product Research 203

Product Research Embedded Analytics Data Visualization Inbound 203

Intercom, Inc.

MAY 12, 2021

When it comes to supporting and engaging customers, striking the balance between personalization and efficiency is critical if you want to operate at scale. But in order to find that highly sought-after sweet spot, you need to deeply understand your customers’ experiences with your product – and their expectations.

Data Visualization 118

Data Visualization Customer Communications Reporting Tools Customer Feedback 118

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.

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. According to recent research, however, many teams aren’t sufficiently equipped to meet these new challenges.

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

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

Userpilot

MARCH 5, 2025

Customers who actively connect with your brand are more likely to stay loyal, spend more, and become advocates. That’s where customer engagement software comes in. The right platform will equip you with the tools to interact effectively, gather valuable feedback, and build lasting customer relationships.

Analytic Tools 52

Analytic Tools Feedback Software Research Software Reporting Tools 52

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Shawn Carter , Customer Care Team lead at Aircall.

Reporting Tools 211

Reporting Tools Research Software Feedback Software User Testing 211

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

Intercom, Inc.

MARCH 24, 2020

Supporting your customers with efficiency and empathy is challenging in the best of times. Depending on the nature of your business, you may experience an increased volume of conversations, more requests for refunds and cancellations, and perhaps even dealing with customers who are understandably on edge.

Inbound 31

Inbound Feedback Software Customer Experience User Testing 31

Userpilot

JULY 9, 2024

Looking for the best customer experience management software to fuel growth and drive product adoption ? TL;DR Customer experience management software is a tool or suite of tools designed to help businesses manage, track, and optimize customer experiences. Do you want to manage customer lifecycle stages effectively?

Analytic Tools 103

Analytic Tools Feedback Software Research Software Reporting Tools 103

Intercom, Inc.

JANUARY 5, 2023

Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it.

Customer Experience 138

Customer Experience Customer Feedback Feedback Software User Testing 138

Intercom, Inc.

MAY 13, 2022

Customer service is the ongoing support provided to a customer throughout the entire customer journey. . You could argue that what constitutes a good customer service experience can vary by customer and industry, but there’s no denying that people’s expectations are higher than ever. .

Data Visualization 129

Data Visualization User Testing Customer Experience Customer Feedback 129

Userpilot

MARCH 7, 2024

Funnel reports are a popular analytics tool used to optimize customer journeys and user flows. Our guide explains how to build and analyze funnel reports for actionable insights. A user journey funnel outlines the steps that the user completes while interacting with the product, from the moment they first log in.

Data Visualization 105

Data Visualization Reporting Tools Analytic Tools Customer Experience 105

Intercom, Inc.

DECEMBER 12, 2018

Marketing technology – or MarTech – stacks are the groups of technologies that marketers use to execute, analyze and improve their marketing across the customer lifecycle. WordPress lets users build everything from blogs to full-blown websites with 100s of themes to choose from. Intercom – live chat and customer engagement.

Analytic Tools 223

Analytic Tools Research Software Feedback Software Reporting Tools 223

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. The answer?

Customer Communications 129

Customer Communications Customer Experience Customer Feedback User Friction 129

Userpilot

MAY 1, 2024

Loyal customers are not only your highest profit but also your loudest promoters! Businesses aiming for long-term product growth should keep in mind the power of meaningful customer engagement. Having a customer engagement platform in your toolbelt can greatly increase your conversions, and help you drive business success.

Analytic Tools 105

Analytic Tools Research Software Feedback Software Reporting Tools 105

Userpilot

JUNE 26, 2024

A great customer experience can differentiate your product from the rest, make users stay with you, and ultimately boost product engagement. But what are the best customer experience examples in SaaS? Let’s clarify the customer experience and then look at 15 examples of how other companies are implementing it.

Feedback Software 85

Feedback Software Analytic Tools Customer Experience Data Visualization 85

Intercom, Inc.

NOVEMBER 20, 2018

This makes sense given the likely resource constraints and the value to be gained from getting in front of customers from day one. As Jason Lemkin puts it , “The CEO/founder should close at least the first 10 (or 20 or whatever) customers. What matters is that somehow, someway, you still get those 10 paying customers closed.”.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Userpilot

AUGUST 14, 2023

First, let’s start by clarifying what first-party data is: TL;DR First-party data is individual information that your company collects directly from users, such as user attributes, demographics, customer behaviors, and more. Using feature tagging to monitor clicks , mouse hovers, and any user input on a specific UI element.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Customer Feedback 98

Intercom, Inc.

AUGUST 25, 2021

We want to enable both you and your customers to have the best experience. We’ve also been hard at work adding additional customer engagement features. This means that Intercom is getting more powerful and better for your customers – and your business – every day. Visualize your data with new chart types in Custom Reports.

Data Visualization 129

Data Visualization Reporting Tools Feedback Software Customer Experience 129

Intercom, Inc.

MAY 6, 2020

More than ever, you’re relying on us to help you keep a pulse on what your customers want and need. We’ve been listening to your feedback and have built 45 features so far this year to help you stay close. If you’re getting flooded with similar-sounding customer questions, our latest bot can help. No problem.

Data Visualization 129

Data Visualization Customer Feedback Analytic Tools Feedback Software 129

Intercom, Inc.

MARCH 25, 2020

It’s a challenging time right now, and you might be seeing more customer conversations as a result. We’re also republishing this Help Center article to further help you reduce your Support team’s load so they can provide your customers with the personal support they need. Custom Bots. Resolution Bot.

User Testing 160

User Testing Inbound Customer Feedback Customer Experience 160

Intercom, Inc.

MARCH 7, 2022

Last month’s shiny new updates will not only allow us to improve the efficiency of your teams, but your customers can also enjoy the most personalized engagement on the market. Get customized support with Premier Services. Get customized support from our team to yours – check out our brand new Premier Suite here.

Data Visualization 104

Data Visualization Reporting Tools Customer Experience Onboarding KPIs 104

Intercom, Inc.

JANUARY 31, 2019

As part of the process, we’ve spent a lot of time reviewing who we should be selling to these days, and how we should be selling to these customers. For today’s episode, we’re sharing go-to-market insights from past interviews that have resonated with us. Steli Efti on understanding your customers. They include: Close.io

Customer Experience 165

Customer Experience Customer Feedback User Testing Weak Development Team 165