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. part of the name.

Technical Review 223

Technical Review User Testing Customer Feedback Customer Experience 223

Alchemer Mobile

MARCH 18, 2021

The report is meant to serve as a yardstick for companies seeking to understand how their customer feedback and engagement metrics stack up against the market, and includes mobile benchmarks across 10 main categories and 20 subcategories. 63% of consumers who were proactively engaged in Q1 were still seen later in the year (Q3-Q4).

User Testing 173

User Testing Webinar Data Visualization Feedback Software 173

The Product Coalition

APRIL 24, 2023

A customer feedback repository is the place you keep all your feedback data. What is a customer feedback repository? A feedback repository is a central location where product teams can collect and organize customer feedback. What is the purpose of feedback repositories?

Feedback Software 107

Feedback Software Analytic Tools User Testing Customer Feedback 107

Roman Pichler

SEPTEMBER 11, 2023

Listen to the audio version of this article: [link] Organise the Team around a Product As the name suggests, a product team is focused on a product. I view it as an entity that creates tangible value for users and possibly customers as well as the business. This sounds simple enough. But what is a product?

Reporting Tools 360

Reporting Tools User Testing Customer Experience Product Research 360

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. Tanya Sivo: Hi, my name is Tanya Sivo and I’m a product designer. Thomas: Awesome.

Data Visualization 211

Data Visualization Reporting Tools User Testing Customer Feedback 211

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. Resolution Bot is a product that automatically answers the repetitive questions faced by customer support teams.

Artificial Inteligence 281

Artificial Inteligence Customer Communications Research Software Feedback Software 281

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. What is customer engagement?

Messaging 202

Messaging User Testing Customer Feedback Customer Experience 202

The Product Coalition

JULY 31, 2022

If you are on the journey toward product-market fit, you know it’s not easy. Every new product has its own fit to find. When I studied coaching, one of the coaches who taught us was a guy named Ronnie. When I studied coaching, one of the coaches who taught us was a guy named Ronnie. product-market fit under the hood.

User Testing 127

User Testing Product Marketing Marketing Customer Experience 127

Product Talk

JUNE 1, 2022

Not having enough time is one of the main reasons people say they can’t interview customers every week. For this edition of Product in Practice , we caught up with Dan Clem of Zonar Systems to learn how he set up user interview recruiting and began interviewing customers weekly as a result. But it doesn’t have to. Tweet This.

Research Software 173

Research Software Product Research User Testing Customer Experience 173

The Product Coalition

FEBRUARY 21, 2023

Let’s explore the reasons teams engage customers and the challenges they are likely to face in doing so In the past, I have written a post on how to start engaging customers without going into reasons why that may be helpful. Also, in this post, I do not speak about specific techniques to increase value from customer engagement.

User Testing 130

User Testing Customer Feedback Customer Experience Development 130

Mixpanel

FEBRUARY 23, 2021

Table of Contents The problem with defining product-market fit In search of quantitative indicators of product-market fit 6 things about measuring product-market fit 1. With that in mind, product-market fit is a spectrum 4. Once you find product-market fit, it’s not static 6. And this is what we heard.

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User Testing Onboarding KPIs Startups Product Research 130

Intercom, Inc.

MAY 12, 2020

There’s only really one way to develop product judgment and that’s through direct interaction with your customers. It’s hard at times to ensure that PMs and designers are getting that direct feedback loop with users , but it pays enormous dividends. It has other names, product judgment has other names too.

User Testing 173

User Testing Product Research Customer Experience Customer Feedback 173

Product Talk

FEBRUARY 21, 2024

When you start interviewing customers every week, it’s easy to get overwhelmed by how much you are learning. When we use our customer interviews to collect specific stories about past behavior, every conversation can uncover dozens of unmet customer needs, pain points, and desires (AKA opportunities).

User Friction 250

User Friction Customer Experience Customer Feedback Analytic Tools 250

Product Talk

APRIL 17, 2024

We have five product managers, one UX researcher , five designers—one of them director of design, leading the design team. It sounds like you are responsible for product, design, and research. I definitely want to get into those conversations and that debate. Were they engaging with customers? Stephanie: Absolutely.

Product Research 255

Product Research User Testing Data Visualization Research Software 255

Roman Pichler

APRIL 5, 2022

For example, a product strategy workshop might have the objective to identify the key changes required to achieve product-market fit. Contrast this with a sprint review meeting , which might help you determine if users can easily sign up for the product. Discuss development progress and user feedback on the latest product increments.

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Weak Development Team Product Management Product Manager User Testing 287

Intercom, Inc.

JANUARY 16, 2020

Here are five quick takeaways: In 2011, Forbes Magazine called RealtimeBoard (Miro’s previous iteration) “a virtual whiteboard on steroids” We chatted to Andrey about this description to see if the shoe still fits today. In our discussion we unpack what this means for them as a company and for their customers.

Research Software 249

Research Software Data Visualization User Testing Customer Experience 249

Product Talk

SEPTEMBER 6, 2023

I think that’s definitely an important contribution. We like it when podcast hosts do that, so that’s what I will be doing first because definitions are key. Let’s have feedback loops. Let’s test our assumptions. You heard Teresa’s definition of product discovery. That’s a lot.

Product Research 273

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Intercom, Inc.

AUGUST 21, 2019

These are sites such as Trustpilot , Reviews.io , G2 Crowd , Capterra and Yelp , which encourage real-world users to share their experiences with brands and create content based on their own brand encounters. Trustpilot, a consumer review site. Of course, getting featured on a consumer review site is the easier of the options.

Software Review 172

Software Review Technical Review Reporting Tools Research Software 172

The Product Coalition

DECEMBER 21, 2020

Experimental Design For Product Testing?—?Important Take, for instance, a food scientist who believes that a new flavour enhancer could improve consumer demand, or a pharmaceutical company that have developed a medication which they believe could relieve high-blood pressure. This article assumes a basic understanding of A/B testing.

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User Testing Product Research Testing Customer Experience 167

The Product Coalition

MARCH 7, 2023

How to prepare for a user interview, all the way to sharing the results with your team. The skill of running effective user interviews is key to defining your target users, finding product-market fit , growing your product, figuring out what to build next — or just simply understanding how users perceive your product.

User Testing 127

User Testing Customer Feedback Customer Experience Data Visualization 127

Roman Pichler

JULY 8, 2024

3] Co-create the Product Strategy and Roadmap The traditional way to engage the stakeholders and secure their support is to present them with a draft strategy and roadmap, collect their feedback, update the plans, and, if necessary, show them the updated version. A great way to do this is to use the feedback framework shown in Figure 4.

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Roadmap Product Strategy Strategy Weak Development Team 242

Intercom, Inc.

JULY 4, 2019

If we implement a new feature, how will customer behavior change in a meaningful way?”. Here are five quick takeaways: Narrow your definitions. You want to reduce the scope of your question to: “What are the things we can change in our behavior or our users’ behavior that might make our customers more satisfied?”

User Testing 212

User Testing Customer Experience Feedback Software Research Software 212

Product Talk

SEPTEMBER 1, 2021

Her continuous discovery journey hasn’t just been about interviewing customers or prototyping to test assumptions. If you’re a longtime Product Talk reader (or if you’ve read Continuous Discovery Habits), Lisa’s name might sound familiar. Prospects kept asking for a customer-journey-builder feature that Airship didn’t have.

Product Research 252

Product Research User Testing Technical Review Data Visualization 252

Intercom, Inc.

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Customer Experience 223

Customer Experience User Testing Product Research Research Software 223

Usersnap

JULY 26, 2020

Most developers have no clue about how testing is actually done, and how valuable the understanding of software testing basics can be for developers who really want to excel in their careers. I owe a large amount of the success I have had in my career as a software developer to my background in testing. Click To Tweet.

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Reporting Tools Feedback Software User Testing Software Review 128

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 90

Customer Feedback User Testing Feedback Software Product Research 90

Mind the Product

DECEMBER 5, 2019

How do you decide what to prioritize or whether to believe what customers and prospects are telling you about your product? In B2B companies, value should ultimately generate profit (get new customers, upsell to current customers, or avoid churn), and it ends up in an equation like this. In fact, some methods are pretty poor.

User Testing 144

User Testing Product Research Customer Experience Weak Development Team 144

Product Innovation Educators

DECEMBER 2, 2024

A custom ChatGPT model that helps accelerate product innovation Watch on YouTube TLDR In this episode, I interview Mike Hyzy, Senior Principal Consultant at Daugherty Business Solutions. Instead of focusing solely on today’s customer problems, product teams need to look 2-5 years into the future.

User Testing 112

User Testing ChatGPT Feedback Software Research Software 112

Mironov Consulting

SEPTEMBER 22, 2020

Almost without fail, I find that the “maker” side of software companies (developers, designers, product folks, DevOps, tech writers…) and the “go-to-market” side of software companies (sales, marketing, support, customer success.) have irreconcilable definitions of MVP. This short-circuits learning and slows down delivery.

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Technical Advisors User Testing Weak Development Team Customer Experience 142

Userpilot

NOVEMBER 27, 2024

Wouldn’t it be great to see all user interactions with your product as they happen? Think about all the insights you could gather to improve the user experience. Session recordings are digital recordings of user interactions with a website or app. However, session replay analytics tools don’t record users’ screens.

Data Visualization 89

Data Visualization Analytic Tools Definition Customer Feedback 89

The Product Coalition

SEPTEMBER 17, 2020

And that’s why localization testing exists: to prevent these very situations. Localization testing is usually not the first thing that development companies consider. Let’s take a closer look at localization testing, what the most essential steps are, and why you need it. What is localization testing?

User Testing 115

User Testing Product Research Testing Weak Development Team 115

freshtrax

AUGUST 12, 2021

In the beginning of July, I had an opportunity to speak at GlobalSaké’s 7th event of 2021, “Japan and Germany New Markets Entry Strategy ”, to share how important conducting research is prior to entering the Japanese market. Again, researching about Japan and the market space is important for market entry.

User Testing 105

User Testing Research Software Transportation Marketing 105

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. Des Traynor: So, maybe just a couple of dictionary definitions.

Artificial Inteligence 249

Artificial Inteligence Research Software Analytic Tools Feedback Software 249

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

Research Software 243

Research Software Technology Telecommunications User Testing 243

The Product Coalition

JULY 8, 2022

The truth of the hour is: Come what may, companies or products succeed because they offer a service that a customer truly wants! Christensen’s words in mind, how can one use this theory to build magnificent products and onboard users that might otherwise never consider buying your product? What is Jobs-to-be-done (JTBD)? For example?—?if

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User Testing Framework Research Software Customer Experience 132

UX Planet

FEBRUARY 13, 2024

It essentially is a position that is still deeply associated with Print Design, but that has grown to encompass what I witnessed in other organizations as a role whose responsibilities include deliverability of multiple artifacts that are typically required for various user stories to be executed by development teams.

User Testing 88

User Testing Research Software Technical Review Systems Review 88

Product Talk

SEPTEMBER 11, 2019

After sharing how I thought the business could improve based on the market situation, customer feedback , and some new ideas that leveraged our core technologies, she looked at me and said: “What are you doing? Customers don’t just adopt. I’m researching. At the time, I was a Lead Business Analyst. Tweet This.

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