Intercom, Inc.

APRIL 29, 2020

For businesses in similar positions, leveraging product education can be a powerful way to help customers through this time. For businesses who are in a position to help, we should thoughtfully consider our social responsibility. – created a video that distills our advice on how to handle high support volume in Intercom.

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

Intercom, Inc.

MARCH 24, 2020

Below, we share tips on how to proactively message customers and respond to inbound conversations in a way that’s helpful, respectful, and mindful. If your business is in a position to help, you may want to consider offering a discount, free tool, resource (like an ebook) or something else. Proactively communicating with customers.

Inbound 31

Inbound Feedback Software Customer Experience User Testing 31

Intercom, Inc.

JANUARY 28, 2020

After trialling some other solutions, we chose Intercom because it centralizes inbound and outbound conversations without the friction that CRMs add.” . Speaking about the expansion, Dailius told us: “After we installed Intercom on our pricing page, we saw an 8% boost in inbound lead requests.”. For us, that solution is Intercom.

Customer Communications 138

Customer Communications Inbound Customer Experience Outbound 138

The Product Guy

JUNE 25, 2018

As you become more established and comfortable navigating in your position, consider trying out your solution to problems that arise. I then discuss with my manager best practices for effectively and politely pushing back on inbound lower priority work from stakeholders while maintaining a great relationship with them.

Product Management 300

Product Management Product Manager Reporting Tools Technical Review 300

The Product Coalition

MAY 23, 2022

Because of the life-like experiences, Metaverse is positioned to give, it has generated a lot of hype and attracted a lot of investment. While “pull” refers to an inbound system in which users actively seek out information and experiences, “push” refers to processes that notify users about the metaverse experiences that await them.

Customer Experience 144

Customer Experience Inbound Outbound User Testing 144

Intercom, Inc.

OCTOBER 16, 2019

At this level, your customer acquisition strategy needs to primarily be an organic one, based on inbound marketing, such as creating quality content that educates the market and attracts prospects to your site. If your application is a self-service one, focus on content and inbound marketing as your primary source of leads.

Strategy 195

Strategy Customer Experience Inbound User Testing 195

Pragmatic Marketing

DECEMBER 20, 2019

Patrick Cuttica , the public-held company's director of product marketing, discussed scaling and positioning a product market team , especially in a growing organization, during an AMA that originally appeared on Sharebird —the place to see how people at top companies do product marketing. This is more of a nascent discipline.".

Positioning 70

Positioning Product Marketing Marketing Analytic Tools 70

Pragmatic Marketing

DECEMBER 20, 2019

Patrick Cuttica , the privately-held company's director of product marketing, discussed scaling and positioning a product market team , especially in a growing organization, during an AMA that originally appeared on Sharebird —the place to see how people at top companies do product marketing. This is more of a nascent discipline.".

Positioning 70

Positioning Product Marketing Marketing Analytic Tools 70

Intercom, Inc.

NOVEMBER 9, 2021

By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Customer Experience 118

Customer Experience Inbound User Testing User Friction 118

Intercom, Inc.

MAY 13, 2022

Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone. Operating in this way can positively impact customer satisfaction and improve the overall customer experience.

Reporting Tools 118

Reporting Tools Outbound Inbound Customer Experience 118

Intercom, Inc.

JULY 6, 2021

Global support teams can positively influence customer retention, especially if they provide service in their customers’ native language. Customers who receive a positive support experience from a company are 65% more likely to recommend that company to a friend. Improved global customer retention.

Customer Experience 232

Customer Experience Data Visualization User Testing Customer Feedback 232

Intercom, Inc.

JUNE 6, 2019

One sure sign of a key brand is if the vast majority of your lead generation is from inbound, organic results. These are great companies with high inbound volumes. So when we look at the bottom of funnel metrics for brand, I intend to look at inbound, organic sign-ups or, for enterprise products, demo scheduling.

Analytic Tools 190

Analytic Tools Data Visualization Customer Experience Inbound 190

Intercom, Inc.

MARCH 28, 2022

By making chat their primary support channel, they’ve been able to increase agent productivity and engagement, resolve 1 in 5 inbound conversations automatically, and maintain a customer satisfaction score of 90%. Read more ?. Consumer expectations for exceptional, engaging experiences are rising.

Reporting Tools 228

Reporting Tools Customer Communications Data Visualization Research Software 228

The Product Coalition

JULY 25, 2021

There are two ways to do that: Positive motivation : explain to them why growing is good for them. Or how working on outbound product management would make them better inbound product managers. although that’s what the job requires. and thinks there’s nothing wrong with it (and that the executives just don’t get it).

Weak Development Team 158

Weak Development Team Product Management Product Manager Outbound 158

Ask Benny

AUGUST 27, 2024

This approach risks transforming product teams into mere feature factories, jeopardizing their ability to do both inbound and outbound and deliver substantial value. The Role of the Product Leader Marty underscored that the product leader's role encompasses strategic decision-making and mentoring product managers.

Product Management 113

Product Management Product Manager Outbound Inbound 113

Userpilot

JULY 29, 2024

Identify direct and indirect competitors via market research to better position your product. SWOT analysis summarizes strengths, weaknesses, opportunities, and threats to provide insights for strategic recommendations to enhance competitive position. Asana focuses on inbound marketing and webinars. SWOT analysis.

Data Visualization 111

Data Visualization Research Software Reporting Tools Feedback Software 111

Intercom, Inc.

OCTOBER 22, 2019

Here’s an example from LB’s own career: at LinkedIn, when her team of SMB AEs were short on inbound pipeline, she had her reps take an entire day off their calendars to focus on prospecting. But LB suggested they adopt an inbound round-robin model, even though it wasn’t particularly advantageous for her direct team.

Weak Development Team 123

Weak Development Team Inbound Outbound Management 123

Intercom, Inc.

AUGUST 13, 2020

Teams across Intercom use these kinds of views to see in real time the type of questions customers are asking during a product launch, common feature requests by product areas, and features driving negative or positive customer feedback. It not only scours inbound conversations for duplicates but examines replies to outbound messages as well.

Data Visualization 211

Data Visualization Reporting Tools Research Software Feedback Software 211

Userpilot

SEPTEMBER 9, 2024

HubSpot gives a platform to its customers at Inbound conference. This positive first-time user experience often leads them to adopt Calendly, creating a viral growth loop that continuously attracts new users. HubSpot’s INBOUND. Slack showcases value proposition with a fun sketch featuring its customers.

Customer Feedback 111

Customer Feedback Customer Experience Data Visualization Analytic Tools 111

Intercom, Inc.

NOVEMBER 20, 2018

For many B2B SaaS companies, inbound marketing represents a cornerstone of all marketing activity. Inbound marketing is when you create compelling content that educates and informs your target personas. Create compelling content to help generate leads. Close the deal.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Intercom, Inc.

OCTOBER 26, 2021

It comes down to three things: We’re customer-first: We value positive customer experiences above all else. Historically, the role of the inbound SDR (sales development representative) has been to gather qualification criteria. We look for: SDRs who can create value.

Inbound 160

Inbound Product Research Customer Experience Technical Review 160

Intercom, Inc.

SEPTEMBER 22, 2021

A gentler self-serve first approach: You can also just position the search box on top, so you’re not requiring self-serve, just nudging customers towards it. Reduces inbound conversation volume. Vastly improved Articles in Messenger on mobile, too. Have a mobile app?

Article 194

Article Customer Experience User Testing Inbound 194

Intercom, Inc.

AUGUST 25, 2021

Or support teams could have bots as the front line of defense to triage inbound inquiries, get more information from customers, or even solve problems.”. In July 2020, after nearly 9 years as CEO, Eoghan moved to the role of Chairman, and Karen Peacock assumed the position of our Chief Executive Officer. A new era under a new CEO.

Customer Experience 220

Customer Experience Data Visualization Onboarding KPIs User Friction 220

Userpilot

JULY 23, 2023

The inbound marketing team for attracting and engaging potential customers through guides , webinars, and events. The organizational structure for a B2B marketing team consists of the following: Product marketing team Content marketing team Inbound marketing team Growth marketing team Organizational structure for a B2B marketing team.

B2B 97

B2B Research Software Feedback Software Customer Experience 97

Lenny Rachitsky

JANUARY 9, 2024

Cold inbound interest: You’re seeing cold inbound interest in your product. Change your positioning/messaging/pitch You may have the perfect solution for the perfect person, but if they don’t understand how your product will help them, they won’t pay attention.

B2C 115

B2C Customer Experience User Friction User Testing 115

ProductPlan

MARCH 17, 2020

Try these inbound/outbound efforts exercise by dividing your PM activities into either an “inbound effort” or “outbound effort” bucket. Common inbound effort activities include: Setting the vision. Positioning. Doing so can close you off from using curiosity to position efforts in an opportunistic way.

Outbound 99

Outbound Product Management Product Manager Customer Experience 99

Intercom, Inc.

MAY 8, 2019

Source: HubSpot Research, State of Inbound 2018. They also prioritize customer advocacy, which means that they put in the legwork to find happy customers and assist them in sharing their positive experiences with the company. Source: HubSpot Research, State of Inbound 2018.

User Testing 116

User Testing Customer Experience Inbound Research Software 116

Intercom, Inc.

JANUARY 5, 2023

“Instead of trying to optimize the contact center experience with all sorts of things, they said, ‘Let’s get rid of an inbound phone number.’ ’ No inbound chat, no inbound email” Bill: Well, the one that keeps coming back to me is one that we came across looking at some articles.

Customer Experience 138

Customer Experience Customer Feedback Feedback Software User Testing 138

Userpilot

JUNE 26, 2024

HubSpot’s Inbound Marketing Strategies : HubSpot’s inbound marketing uses personalized content and support to attract and engage users, fostering loyalty. Enhance brand loyalty : Positive customer experiences foster trust and long-term commitment. Source: UserOnboard. They even provide funds to host community events.

Feedback Software 85

Feedback Software Analytic Tools Customer Experience Data Visualization 85

Intercom, Inc.

APRIL 9, 2020

If they’re able to at least come to work and have an environment and a tone of positivity, of purpose, of comfort – where they know that they’re cared about, where they know that they have folks in their corner – they’ll rally behind the mission. So that’s been really nice.

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

Intercom, Inc.

NOVEMBER 27, 2019

It’s even garnered them an enviable position among Deloitte’s Fast50, a list of the fastest growing software companies in the UK. A genius inbound marketing strategy. We sat down with Paddle’s Ed Fry for an in-depth look at what it really takes to scale at such a breakneck pace. Salesforce?

Data Visualization 186

Data Visualization Reporting Tools Software Review User Testing 186

Intercom, Inc.

DECEMBER 14, 2022

Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year. 2022 has been a year for the books, with major changes and uncertainty across every industry. .

Data Visualization 104

Data Visualization Feedback Software User Testing Customer Communications 104

Intercom, Inc.

NOVEMBER 30, 2021

They’re in a unique position to partner with your product team to help proactively improve your product roadmap. Customers can also subscribe to automatically receive proactive status updates via email or text so they don’t need to constantly check in with your team – significantly reducing your inbound conversation volume.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

AUGUST 30, 2024

If you’re unsure about dedicating time and resources to studying your competitors, remember that it offers a comprehensive understanding of the market landscape and your position within it. Identify your place in the market landscape Use the data gathered to determine your positioning within the market. SWOT analysis template.

Analytic Tools 105

Analytic Tools Feedback Software Research Software Data Visualization 105

Intercom, Inc.

DECEMBER 6, 2022

How does the principle help support teams drive positive outcomes for their users? For example, in one of our recent product changes, we shipped a feature that allows customers to map their reply address to the inbound email address that their end users contact them on.

Artificial Inteligence 129

Artificial Inteligence Feedback Software Data Visualization Customer Experience 129

Intercom, Inc.

NOVEMBER 5, 2018

While a personalized approach is key to delivering engaging and positive customer experiences, it can be challenging to maintain the personal touch at scale. “A personalized approach is key to delivering engaging and positive customer experiences.”

Customer Experience 120

Customer Experience Data Visualization Analytic Tools Customer Feedback 120

Intercom, Inc.

DECEMBER 21, 2021

We hired new leaders in key positions, including Leandra Fishman , Anna Griffin, Alyssa Smrekar, Cheree McAlpine, Sanj Bhayro, and Marcio Arnecke. We increased our workforce to more than 800, and announced plans to grow to more than 1,000 in 2022. We hit a huge milestone as our ARR grew well past $200M.

Customer Communications 196

Customer Communications User Testing Research Software Technical Review 196