Intercom, Inc.

OCTOBER 5, 2018

One retention tactic that works particularly well is lifecycle messaging: contacting users with in-apps and emails they will get value out of, based on their actual experience of using, or in most cases not using, your software. Best of all, to create these message schedules you don’t need a “retention hacker”. Retention isn’t binary.

Customer Experience 199

Customer Experience Strategy Embedded Analytics Messaging 199

Intercom, Inc.

MARCH 2, 2018

Bootstrapping “Product Education” When I first joined Intercom, my role didn’t really have a name. I wrote our docs , hosted our webinars , created our help videos and managed our outbound messaging to customers. They’re writers, video editors and educators. We called the team Product Education.

Customer Experience 218

Customer Experience Marketing Webinar Demo 218

Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. 4 powerful proactive support messages to send. Educate customers on new features.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

UX Studio

SEPTEMBER 23, 2024

Imagine a future where lesson planning takes minutes, not hours—this is the promise of AI-driven educational tools. Moreover, based on our results, we collected what you need to know to build a good AI experience for educators. Looking ahead, educators should aim to find the right balance in using AI-driven solutions.

Research Software 88

Research Software Feedback Software Education Data Visualization 88

Product Talk

JANUARY 24, 2024

As always, Tools of the Trade is intended to be educational and does not constitute an official Product Talk endorsement of any of the tools that are mentioned. Ben will then send a direct message to anyone who comments on or reacts to the post, asking them if they would be open to doing a quick Zoom interview.

Research Software 242

Research Software Feedback Software User Testing Customer Experience 242

Intercom, Inc.

APRIL 7, 2020

Support teams who use proactive messaging report that inbound volume has risen by just 38%, compared to an increase of 72% reported by teams who don’t”. Companies are responding by proactively messaging customers to provide the information and reassurance they need. Their SVP of Customer Experience Margaret K?dziora

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

bpma ProductHub

FEBRUARY 22, 2017

I had to be clear, concise and confident in my messages to the media. Think about it — today it is very easy for somebody to send a message across by posting video online, but is the message getting across in the way it was intended? It’s very important that I get my message across in a clear, concise and confident way.

Product Manager 225

Product Manager Product Management Workshop Management 225

Intercom, Inc.

APRIL 29, 2020

We also used in-app messages to avoid exacerbating already high levels of email fatigue. It’s the little things that you do which ensure your message is received by customers in non-spammy, meaningful ways. Our product education manager Phil Byrne – you might recognize him from our product onboarding ??–

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

Alchemer Mobile

MAY 19, 2021

Customers are then able to access the Apptentive product suite to send ratings prompts, survey customers for product information, use Message Center for customer service, send notes to drive positive outcomes, and push customers to upgrade to the latest version of their app. And if you’re ready for a change, we should chat.

Feedback Software 236

Feedback Software Data Visualization User Testing Customer Feedback 236

Alchemer Mobile

JULY 30, 2020

Or perhaps you prompt them with an option to head to your message center to chat with a customer service representative. Message Center. A message center provides a two-way conversation channel to do just that. So now that you have all the tools in place to collect more mobile customer feedback more efficiently, now what?

Feedback Software 182

Feedback Software User Testing Customer Feedback Analytic Tools 182

Intercom, Inc.

JUNE 19, 2018

Tristan received an automated transaction message: his credit card was just used at a convenience store 20 mins away! Forward thinking companies are starting to make service a part of their product, with messaging at the core. Messaging is the dominant app on mobile, driving consumer interest in this channel.

Reporting Tools 216

Reporting Tools User Testing Research Software Customer Experience 216

Intercom, Inc.

MAY 16, 2018

In the new world of SaaS, marketing should be involved at every stage of the funnel, from the first point of contact (your website) to the decision to purchase (the page users enter their credit card information), as well as ongoing product education (docs, demos, messages and webinars). Paul: “Educate is not a docs product”.

Product Marketing 223

Product Marketing Marketing Strategy Customer Experience 223

Intercom, Inc.

APRIL 23, 2019

That’s why we built Product Tours to assist with the job of user onboarding within your product, alongside our best-in-class in-app messaging and knowledge base products. Just keep in mind that onboarding at its core is a learning process, so use these well-known education techniques to teach users and build their confidence: 1.

Onboarding KPIs 199

Onboarding KPIs User Testing Customer Experience Research Software 199

Piyanka Jain

NOVEMBER 14, 2024

So, we made a simple change: we highlighted the premium membership section and adjusted the messaging to make the benefits of upgrading crystal clear. Then we tackled post-purchase education. Maybe the premium membership just wasn’t getting enough visibility.

Customer Experience 195

Customer Experience User Testing Framework Education 195

Intercom, Inc.

MARCH 14, 2018

Jump on customer calls and send targeted messages based on usage of the beta to gather feedback. An example of this was enabling customers to capture an email and replace the standard conversational reply on outbound messages. We use tags to manage beta participants and send messages that are contextual to them being in the product.

User Testing 223

User Testing Customer Feedback Data Visualization Feedback Software 223

Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. Even today, many months later, I’ll get a message every once in a while that says, ‘Hey, the customer that I helped reached out to me and they’re doing great.’”.

Customer Experience 179

Customer Experience Feedback Software User Friction Customer Feedback 179

Intercom, Inc.

SEPTEMBER 8, 2021

By leveraging a combination of technology and the knowledge and expertise of your team, you can anticipate customer needs and use targeted messages , banners , custom bots , and more to alert your customers to temporary issues or provide a little bit of extra help where it’s needed. Outbound Messages. Powering support at scale.

Reporting Tools 237

Reporting Tools Inbound Data Visualization Customer Experience 237

Intercom, Inc.

JUNE 26, 2019

One way to help define your talk is to decide how inspirational or educational you want it to be. In the tech industry, there’s a lot of educational talks, but don’t forget that there are other ways to give great talks. You can map this out on a grid, like so: The worst talks are neither educational nor inspirational.

Feedback Software 215

Feedback Software Education Presentation Events 215

Alchemer Mobile

NOVEMBER 10, 2022

Customers are then able to access the Apptentive product suite to send ratings prompts, survey customers for product information, use Message Center for customer service, send notes to drive positive outcomes, and push customers to upgrade to the latest version of their app.

Feedback Software 256

Feedback Software Analytic Tools Reporting Tools Data Visualization 256

Product Talk

OCTOBER 2, 2024

As always, this post is intended for educational purposes and should not be considered an official Product Talk endorsement of the tool. Fun fact: A single HiveMQ broker can pump up to 1,000,000 messages per second—more than a half of global WhatsApp message traffic per second!

Feedback Software 230

Feedback Software Customer Experience Data Visualization User Testing 230

Mind the Product

APRIL 30, 2020

If you ensure consistency in language, tone, and design throughout the interface, it’s easier for the consumer to focus on your main message, and you should eliminate unnecessary tasks to hold your audience’s attention. The notification also includes a link for more detailed instructions, so the message is concise and to the point.

Data Visualization 193

Data Visualization Customer Experience Product Manager Product Management 193

Alchemer Mobile

JUNE 20, 2019

Not only did the company respond to each and every message across different social media channels, it also provided their customers with immediate help by paying for replacement vehicles and covering the other expenses incurred as a result of the issues they had with their cars. But placing the blame on the customer is a bad strategy.

Feedback Software 210

Feedback Software Customer Feedback User Testing Customer Experience 210

Intercom, Inc.

AUGUST 23, 2022

. “93% of customers are more likely to remain loyal to companies with excellent support” Your support experience is an opportunity to delight your customers – by better educating them and resolving their issues, you can improve the relationship they have with your brand.

Customer Experience 211

Customer Experience Data Visualization Customer Feedback Customer Communications 211

Intercom, Inc.

JUNE 13, 2018

Of all the ways to get your message into the world, staging events might not seem like the most efficient or scalable. Well-executed events can attract, convert, educate, nurture or delight your audience. Start small, delivering the message that’s important to your company on the very first day. Companies still do that.

Events 205

Events Branding Customer Experience User Testing 205

Alchemer Mobile

JULY 13, 2021

Product experiences should help your team educate and nudge customers through every stage of their relationship with your brand, including onboarding, feature adoption, expansion and growth, product planning, and long-term retention—all while centering on a regular cadence of listening to and acting on customer feedback.

Customer Experience 230

Customer Experience User Testing Onboarding KPIs Product Research 230

Intercom, Inc.

OCTOBER 22, 2020

This involves collecting, analyzing, and combining all the ways in which a customer shares their feedback with you: from the age-old NPS survey to review sites, tweets, Facebook messages, qualitative customer satisfaction surveys, and more. This approach also puts a lot of strain on your support agents.

Data Visualization 218

Data Visualization Reporting Tools Customer Experience Customer Feedback 218

Alchemer Mobile

MARCH 11, 2021

Message centers. Message center. A message center provides a two-way conversation channel to do just that. As we mentioned in the section above, you can set up your mobile feedback system so that unhappy customers are directed to your message center rather than the app store. Love Dialog. Rating prompts. In-app surveys.

Feedback Software 173

Feedback Software Customer Feedback User Testing Customer Experience 173

Intercom, Inc.

JULY 27, 2022

It’s easy to set up, integrates with your existing support tools, and provides all the workload management tools you need to add messaging without overwhelming your team. Kennen Warmack, VP Global Support and Education, Medallia. What used to be a disjointed customer experience is now unified, consistent, and personalized.” .

Analytic Tools 205

Analytic Tools Enterprise Customer Communications Customer Experience 205

Intercom, Inc.

AUGUST 4, 2021

Our Support Specialists are responsible for onboarding, educating, and supporting our customers on a global level. For Support Specialists, we’ll ask a few questions to gauge: Your communication style and how you craft messages to customers. Both are integral to what we do here at Intercom.

User Testing 239

User Testing Customer Experience Customer Feedback Feedback Software 239

Intercom, Inc.

MARCH 18, 2021

To understand a bit more about the launch, we’ve gathered some of the folks behind it: Thomas Creighton de Farias – Senior Product Education Producer. Orinna: For me, as a product marketer, this value comes out when I’m working on messaging. Getting the messaging right. Orinna Weaver – Senior Product Marketing Manager.

Data Visualization 211

Data Visualization Reporting Tools User Testing Customer Feedback 211

The Product Coalition

JANUARY 25, 2024

We also thank Product Coalition founder Jay Stansell, who has provided a collaborative product management education environment. Users ask Siri questions and have conversations with it via a messaging environment. This ensures a smoother academic journey for students, promoting accessibility and efficiency in educational institutions.

Artificial Inteligence 140

Artificial Inteligence Reporting Tools Feedback Software Research Software 140

Alchemer Mobile

DECEMBER 8, 2022

Ideally, the Love Percent is also a metric that can be tracked over time and over version history to gauge how incremental updates to the app impact the customer’s experience or used as a segmentation tool to message fans and critics in a different manner. Media/Entertainment. This tells us a few things.

User Testing 246

User Testing Customer Feedback Data Visualization Customer Experience 246

Product Management University

NOVEMBER 14, 2022

If your organizations doesn’t target specific vertical markets/industries, you can still practice portfolio marketing, however you lose one of the biggest benefits which is the industry-relevant messaging. Relevance is the lynchpin to strong messaging. Which Approach is Best For You? Here are some general rules of thumb.

Product Marketing 147

Product Marketing Marketing Reporting Tools Healthcare 147

The Product Coalition

NOVEMBER 1, 2022

As the Pushwoosh Team has determined , behavior-based communications have 7x higher CTRs than broadcast messages and lead to 30x higher in-app engagement and 25x conversion into target action. Before arriving at these points, a user has absorbed the educational information you delivered and seen the value of your app in theory.

Customer Experience 144

Customer Experience User Testing Customer Feedback Analytic Tools 144

Alchemer Mobile

NOVEMBER 13, 2024

Incorporate a closing thank-you message: Show appreciation for your customers’ time and insights with a thank-you message. Course evaluations are crucial for educational institutions, assessing participant satisfaction with course content and delivery methods, guiding curriculum development.

Customer Satisfaction 211

Customer Satisfaction Product Research Data Visualization Customer Feedback 211

The Product Coalition

JANUARY 26, 2024

That’s why writing with learning in mind can be an effective tool for your education. We also want to make sure that as a contributing writer, your time and investment in writing educational material is getting an above-average return. It’s also why through your own writing — you’re probably the type who wants to learn, better.

Article 123

Article Reporting Tools Education Definition 123

Product Talk

MARCH 6, 2024

Keep in mind that as always, Tools of the Trade is intended for educational purposes and does not constitute an official Product Talk endorsement of the tool. If you click on a different status, we have these like pre-baked messages that have been written by a member of the product team , and you can customize the response if you want to.

Feedback Software 241

Feedback Software User Testing Customer Feedback Customer Experience 241