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. Instead, here are some tangible, actionable steps you can take back to your team today to build a stronger mobile customer experience that helps you stand out from the competition and build long-term customer value.

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User Testing Customer Experience Feedback Software Research Software 257

Userpilot

AUGUST 30, 2024

Customer insights enable SaaS teams to understand them better and build products that satisfy their genuine needs. From the article, you’ll learn about different kinds of customer insights (from product analytics and only) and the benefits of gathering them. Let’s dive right in! Book the demo to find out how!

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Data Visualization Customer Feedback User Testing Analytic Tools 90

The Product Coalition

JANUARY 11, 2023

Leveraging the benefits of combining these two approaches, companies can maximize their insights and make data-driven decisions that are grounded in real-world understanding. By understanding these factors, market research can provide insight into the feasibility and the best approach for marketing a product.

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User Testing Product Research Data Visualization Customer Feedback 134

Alchemer Mobile

NOVEMBER 22, 2024

In this digital-first world, understanding your customers’ experiences is more crucial than ever. To better understand the common challenges organizations face with digital feedback tools, we conducted a comprehensive market research study that revealed several critical pain points.

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Feedback Software User Testing Research Software Customer Feedback 130

Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. Messaging is rapidly becoming a key channel for customer support.

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User Testing Customer Experience Customer Feedback Product Research 260

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.

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Customer Experience User Testing Customer Feedback Customer Communications 230

Mind the Product

FEBRUARY 6, 2023

In this post, startup CEO Ferdinand Goetzen relates how product discovery led him and his team to adjust their thinking, pivot and change their product Overview We started Reveall in 2021 as a platform to empower UX teams to do more with their customer research insights. As we sought to navigate some of the most [.]

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Product Research Research Software User Testing Customer Feedback 177

Alchemer Mobile

JULY 22, 2021

Product adoption is a key piece of any successful customer acquisition strategy or onboarding program. Understanding how, when, and why (or why not) customers become power users or high-value customers can drive ROI, inform future product roadmap decisions, and lower customer acquisition costs (CAC).

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Onboarding KPIs User Testing Feedback Software Customer Feedback 246

Intercom, Inc.

MAY 18, 2021

Believing that customers who try it will see better results. But as you grow and mature, and as your target customers grow from early adopters to more discerning buyers, it’s simply not enough for you to say it. 58% of respondents believe that customers prefer conversational, messenger-based engagements with brands.

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Research Software User Testing Customer Feedback Reporting Tools 210

Intercom, Inc.

JULY 1, 2020

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. What is proactive customer support?

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User Friction Outbound Customer Experience Customer Feedback 239

Intercom, Inc.

FEBRUARY 18, 2020

It was almost a year ago when our Customer Success team came up against an issue that all growing teams face: knowledge sharing. Our de-facto ways of working made it difficult for us to learn from one another, especially when it came to socializing best practices for talking to our customers. million a year in lost productivity.

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Technical Review User Testing Customer Feedback Customer Experience 223

Product Talk

MARCH 1, 2023

I realize that many product people have never worked in a product trio , don’t have access to customers, aren’t given time to test their ideas, and are working in what Marty Cagan calls “features teams” or “delivery teams.” It keeps us focused and ensures that we create value for the business while meeting customer needs. said “Never.”

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Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

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Customer Experience User Testing Product Research Customer Feedback 224

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?”

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User Testing Customer Feedback Customer Experience Onboarding KPIs 88

Roman Pichler

JULY 6, 2021

But others find it hard to no longer be actively involved in making product decisions, regularly talking to users, engaging the stakeholders, and working with development teams. Feedback: You are able to offer constructive feedback so that the other person can receive it and benefit from it.

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User Testing Product Research Weak Development Team Construction 336

Product Talk

MAY 4, 2022

Steve is one of the product managers for Pendo Feedback , a product that enables other software as a service (SaaS) companies to centralize, analyze, and prioritize feedback while keeping visitors in the loop—all within their own app. At Pendo, Steve and some of his peers participate in weekly rolling research. Recruiting Interviewees.

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Research Software Feedback Software Product Research Data Visualization 228

Product Talk

FEBRUARY 8, 2023

We’re zooming in on one aspect of discovery: automating the recruiting process for customer interviews. You may want to speak with existing customers or users. You might want to speak with former or prospective customers. Mohamed’s team runs continuous discovery with different customer segments.

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Research Software Feedback Software Analytic Tools Customer Communications 195

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. Customers, too, expect more and will put their money where their values are.

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Customer Experience User Testing Reporting Tools Customer Feedback 237

The Product Coalition

OCTOBER 2, 2024

Stefan Röse breaks down how Quantilope is pushing forward customer development and the consumer research field. That’s why product leaders like Stefan Röse of the insights automation startup Quantilope focus on providing researchers with high-quality data as quickly as possible. Is it possible that the company had a deeper purpose?

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User Testing Data Visualization Customer Feedback Research Software 128

Alchemer Mobile

APRIL 21, 2021

In our 2021 Mobile App Engagement Benchmark Report , a study of 1,000 apps across a billion+ app installs, we take a close look at apps in the Education category. The lesson here is consumers were eager to share feedback when they were asked for it, especially when it meant not leaving the app to do so. Surveys and Messages.

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Feedback Software Research Software Education Technical Review 246

Alchemer Mobile

MARCH 16, 2021

In response, teams across all industries need to rethink their mobile feedback and engagement strategies to meet rapidly-shifting marketplace changes. Our 2021 report includes data from 1,000 iOS and Android apps with 5,000+ active users, with over a billion app installs evaluated. 2020 reset the mobile app engagement playing field.

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Data Visualization Reporting Tools Feedback Software User Testing 246

The Product Coalition

AUGUST 22, 2023

Understanding user needs and pain points is essential for building successful products and services, but that doesn’t mean we need to get stuck going down a multi-month research hole in order to be “ready” to collaborate, innovate, or prototype. Market insights: What’s happening today with the market? Not sure where to look?

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User Friction User Testing Customer Feedback Product Research 130

The Product Coalition

SEPTEMBER 4, 2023

In hopes of finding the next big idea, many turn to their most loyal users for feedback and inspiration. And often enough, that feedback leads to useful improvements. This spotlight represents your active customers who are reaching out with their feedback and requests. When, in fact, it is not usually the case.

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User Testing Customer Feedback Vision Customer Experience 127

Alchemer Mobile

JULY 15, 2020

From the very beginning of COVID-19, Dunkin’ has been a fantastic case study of how a large enterprise brand can quickly adapt to external variables and changing customer behavior. How does breaking customer feedback data down by DMA help your team make more informed decisions?

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User Testing Customer Experience Customer Feedback Enterprise 241

Intercom, Inc.

SEPTEMBER 28, 2021

As Intercom grows, we’re moving into new markets and serving new customers. For product managers, this means evolving to build for upmarket companies while ensuring Intercom’s long-standing customers remain at the center of what we do. But one thing is consistent across every product management role – a deep focus on the customer. .

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Feedback Software Product Manager Product Management User Testing 249

Lenny Rachitsky

JULY 11, 2024

He’s known for his customer obsession, craft, quality, and building beloved products businesses rely on. One of Jeff’s first companies went offline for hours and not a single customer reached out—that’s when he knew they didn’t have product-market fit.

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User Testing Customer Feedback Customer Experience Feedback Software 124

Intercom, Inc.

NOVEMBER 24, 2021

We learn far more by studying the decision itself”. The second challenge is implementing a feedback loop. We learn far more by studying the decision itself and questioning (independent of the outcome) whether the best decision was made at the time. Stage 4: Identify your decision choices. Stage 6: Review the decision.

User Testing 257

User Testing Data Visualization Feedback Loop Weak Development Team 257

Intercom, Inc.

JULY 15, 2021

With a Master’s degree in human-computer interaction and over two decades of experience in user research and user experience in companies like Oracle, he now leads the design team across all product offerings at IBM. User research is a vital part of the design process. Since Thomas Watson Jr. Playfulness pays off.

Research Software 245

Research Software Feedback Software Reporting Tools User Testing 245

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

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Data Visualization Reporting Tools Customer Experience Customer Feedback 218

Userpilot

AUGUST 17, 2024

It allows gyms, yoga studios, spas, outdoor centers, and personal trainers to streamline day-to-day operations: admin, finance, and customer care. Additionally, their in-house help center was difficult to maintain, and users had no easy way to report issues from within the product. Why did Zoezi decide to give Userpilot a shot?

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Data Visualization Customer Feedback Customer Experience Analytic Tools 86

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. Case study: Resolution Bot. A big risk with a project like this is always end user experience.

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Artificial Inteligence Customer Communications Research Software Feedback Software 281

Intercom, Inc.

MAY 18, 2022

First-party data is the future of online engagement and customer experiences. customers, site visitors, leads). Let’s discuss what first-party data is, how Intercom thrives on it, and how to leverage it to support smarter customer engagement. There’s no two ways about it. What is first-party data?

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Data Visualization Analytic Tools Feedback Software User Testing 217

Product Innovation Educators

NOVEMBER 18, 2024

James shares insights from his research studying companies that consistently launch successful products. A framework for product launch success Watch on YouTube TLDR In this episode of Product Mastery Now, I interview James Whitman, author of LAUNCH Code and founder of Growth Guidepost.

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User Testing Product Research Product launches Research Software 80

Alchemer Mobile

APRIL 28, 2021

In our 2021 Mobile App Engagement Benchmark Report , a study of 1,000 apps across a billion+ app installs, we take a close look at apps in the Utilities category. Utilities mobile teams also increased the percentage of people they prompted for feedback in 2020 to 31%, which is higher than the macro average of 25%. Surveys and Messages.

Feedback Software 234

Feedback Software Systems Review User Testing Travel 234

Intercom, Inc.

AUGUST 25, 2020

Along the way, we’ll explore how conversational UX – cooperative exchanges of inputs and outputs – closes gaps between products and users. Paul Grice , a 20th century philosopher of language who studied how conversation works, is a perennial touchstone for teams working in AI, linguistic engineering, and conversational design.

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Research Software User Testing Product Research Customer Experience 290