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?

User Friction 239

User Friction Outbound Customer Experience Customer Feedback 239

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience User Friction User Testing Customer Feedback 211

Intercom, Inc.

MAY 11, 2018

At Intercom, we always aim to be friendly, prompt, personal and enthusiastic on live chat with leads and customers. In fact, we’ve looked at 20 million conversations in aggregate across Intercom and found on average, website visitors who use the messenger to chat, are 82% more likely to convert to customers. Be perceptive.

User Friction 196

User Friction Customer Experience Messaging Naming 196

Userpilot

DECEMBER 18, 2024

Without effective UX analytics that goes beyond collecting data, you’re losing valuable customers. Unfortunately, the research backs this up, with a staggering 90% of users reporting that they stopped using an app due to poor performance. But over time, customer needs evolved. ” about 5-7 times for each data point.

Data Visualization 105

Data Visualization Analytic Tools Research Software User Testing 105

Intercom, Inc.

MAY 20, 2020

As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. During times of rapid change, juggling everything on our plates, along with everything on our customers’ plates, can feel like a herculean task.

Customer Experience 223

Customer Experience User Friction User Testing Technical Review 223

Userpilot

MARCH 9, 2025

What happens when you build a product or service around what you think potential customers want, only for them to buy something else? For starters, it shows you dont know your customers well enough. But worse than that, it leads to lower revenue, failed products, and plummeting customer loyalty. The short answer: yes.

Research Software 83

Research Software User Testing Analytic Tools Feedback Software 83

Intercom, Inc.

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Discover the top trends transforming customer engagement. But they’re facing big barriers.

Data Visualization 209

Data Visualization Reporting Tools Analytic Tools Technical Review 209

UX Planet

MARCH 3, 2025

7 Best Landing Page Design Practices to Boost Conversions Landing pages are vital for businesses aiming to convert visitors into customers or leads. The evidence leans toward continuous A/B testing and fast loading times (under 3 seconds on mobile) to enhance user experience and conversions. 5 by over 1,000 customers.

User Testing 59

User Testing Research Software Data Visualization Reporting Tools 59

Userpilot

DECEMBER 10, 2022

User friction is anything that prevents users from getting things done and accomplishing their goals. Too much friction kills your relationships with customers and eventually results in churn. In this article, we’ll cover: What is user friction and how it can kill your relationship with customers?

Customer Experience 98

Customer Experience User Friction User Testing Customer Feedback 98

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.

Customer Experience 224

Customer Experience User Testing Product Research Customer Feedback 224

Intercom, Inc.

MARCH 16, 2021

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. Why proactive support is your first line of defense.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Alchemer Mobile

NOVEMBER 18, 2020

We’re excited to share their thoughts on what’s top-of-mind, how to overcome obstacles, where the marketplace is going, and tips for success. I was talking to insurance companies and telecoms to understand how they could leverage the car data to create efficiencies and excellent customer experience. Take my BOPIS example.

Customer Experience 246

Customer Experience User Friction Data Visualization Transportation 246

Product Talk

MAY 4, 2022

He also works with design and leadership on the medium-term strategic space, helping decide and define future initiatives that will unlock value for their customers and prospects. This can create a false sense of familiarity, so Steve says they need to be intentional to avoid making assumptions about their users. Tweet This.

Research Software 250

Research Software Feedback Software Product Research Data Visualization 250

Intercom, Inc.

OCTOBER 21, 2020

The feelings customers take away from an experience with your company are far more important than any “response time” metric. This applies not only to conversations a customer may have with your sales or support teams, but even when they’re not talking to you at all – such as when they’re on your help center , searching for answers.

User Friction 211

User Friction Data Visualization Customer Experience User Testing 211

Product Talk

AUGUST 8, 2018

In the product world, that means our customers and our end-users. We need to understand their needs, pain points, desires, wants, goals, and motivations. To build empathy for your audience, follow these tips: Get specific. Imagine a single person who represents your target user or customer.

Product Research 267

Product Research Feedback Software User Testing Research Software 267

The Product Coalition

NOVEMBER 7, 2022

Presenting or rejecting a well-researched product or design change to the HiPPO is a common pain point for product managers. Not just how to prepare the data, but the soft skills you’ll need for this meeting: How to prepare yourself, your team, and your idea in a way that shows you’re serious about speaking up for the customer.

Analytic Tools 136

Analytic Tools Research Software User Friction Product Management 136

The Product Coalition

DECEMBER 22, 2021

Here are a few tips which will help you add value to your team even as you’re getting to grips with the technical stuff. Discover your team members’ pain points When I join a team, I try to organise a 1–1 with each member of the team to understand how they like to work and what their current pain points are.

Engineering 131

Engineering User Friction Product Research Product Management 131

The Product Guy

SEPTEMBER 12, 2017

Whether you consider your user base in light of market research or user research, both of these kinds of researchers use the patterns they discover to form personas. User personas stand in for users throughout the design of your product. Each one has at least one goal and at least one pain point.

Research Software 273

Research Software User Testing Analytic Tools Product Research 273

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).

Onboarding KPIs 246

Onboarding KPIs User Testing Feedback Software Customer Feedback 246

Alchemer Mobile

NOVEMBER 9, 2022

Rather than simply responding to the top challenges, we want to share tips on how to approach them all. LifeHacker has endless tips and practices to experiment with. Tips to overcome product management challenges. Customer expectations shift dramatically depending on device. I don’t have enough time in my day.

User Testing 246

User Testing Feedback Software Technical Review Research Software 246

Product Talk

SEPTEMBER 20, 2023

And while opportunity solution trees have become increasingly common among product teams, there’s still plenty of room for customization, both in the way you set up your trees and the tools you use to build them. It felt like 10+ years of experience, from customer development to Jobs Theory all in one actionable package.

Data Visualization 294

Data Visualization Analytic Tools Research Software Product Research 294

Product Talk

DECEMBER 18, 2024

Every single person that contributes to building a product, all of the makers in the room, we need to care about our customers, we need to make sure that what we’re building is going to work for them, and I want to introduce some ideas that will help you do that. What I saw was they were talking to customers periodically.

Product Research 222

Product Research Research Software Analytic Tools Feedback Software 222

Arkenea

FEBRUARY 23, 2025

If I had to make a blanket statement, it’s that most founders and product managers don’t listen enough to customers or iterate enough based on customer feedback. However, I don’t necessarily agree with the idea that its user feedback “versus” the founder’s vision.

User Testing 98

User Testing Feedback Software Research Software Customer Feedback 98

Userpilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Analytic Tools 104

Analytic Tools Feedback Software Customer Experience User Testing 104

Product Talk

APRIL 3, 2024

Customer interviews are one of the most impactful activities a product team can do. Customer interviews are one of the most impactful activities a product team can do. Tweet This An early customer interviewing mistake is to spend your interview time exploring your solution ideas. But only if we use the right methods.

User Testing 206

User Testing Customer Experience Customer Feedback User Friction 206

Intercom, Inc.

FEBRUARY 16, 2021

But I’d like to explore a few tips and tricks for mining creative inspiration across the visual, functional, and conceptual aspects of design based on my own experiences as a Product Designer at Intercom. Tips for critical design thinking. Here are a few tips for developing this style of critical design thinking: Question everything.

User Testing 283

User Testing Feedback Software Research Software Customer Experience 283

Userpilot

AUGUST 30, 2024

How do you cut through the noise and ensure potential customers notice your product? When implemented well, it can help you attract customers, improve in-app engagement , and drive long-term retention. Tips to improve your product marketing strategies: Identify your target audience and buyer personas. Product-led blog content.

Advertising 105

Advertising Analytic Tools Research Software Data Visualization 105

Userpilot

SEPTEMBER 2, 2024

Now, imagine applying this level of understanding and customization to your marketing strategy. A customer-led marketing strategy is about transforming your approach to reflect the same level of personalization. It helps build customer retention and brand loyalty. Prioritize features based on what your customers need.

User Testing 111

User Testing Customer Feedback Customer Experience User Friction 111

Product Innovation Educators

SEPTEMBER 2, 2024

Chip emphasizes that product managers should see market research as an ongoing process and provides practical tips for doing effective research. It guides product managers through the complex landscape of what customers need, want, and how they behave. This information is gold for creating successful new products.

User Testing 280

User Testing Product Research Market Research Research Software 280

Product Innovation Educators

JUNE 24, 2024

In product management, it involves understanding the needs and pain points of customers and creating products that solve their problems. How have you cultivated relationships with key stakeholders, such as interviewers, colleagues, or customers?

Product Management 249

Product Management Product Manager User Friction Product Research 249

Userpilot

JULY 31, 2024

” Here are 14 essential product management KPIs you need to measure (tips for improving them + industry averages included!). The user activation rate measures the percentage of users taking a key action that signifies gaining value from the product. Average user activation rate.

Onboarding KPIs 104

Onboarding KPIs Data Visualization Customer Experience Customer Satisfaction 104

Userpilot

MARCH 7, 2022

It unlocks customer engagement, starts the customer relationship on the right foot, and ensures that customers continue using the product the right way for a long time to come. To attract potential customers, marketers invest a staggering amount of resources across multiple channels. What is customer onboarding?

Onboarding KPIs 98

Onboarding KPIs Customer Experience Customer Feedback User Testing 98

Product Talk

NOVEMBER 15, 2023

Interviewing customers , building opportunity solution trees , running assumption tests —these are all activities that take your attention away from delivery. What’s your primary tip in this situation? What’s your tip here? It’s true that discovery takes time. Discovery doesn’t come at the expense of delivery.

Product Research 283

Product Research Customer Experience Data Visualization User Testing 283

Userpilot

FEBRUARY 20, 2023

Wondering how to improve user onboarding and boost customer retention? Your user onboarding strategies must help customers understand your product and obtain value for you to compete favorably and achieve more conversions. What is user onboarding? Why is the user onboarding process important?

Analytic Tools 98

Analytic Tools Data Visualization Customer Feedback Feedback Software 98

Userpilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn. Want to reduce customer churn?

Feedback Software 98

Feedback Software Research Software User Testing Customer Experience 98

The Product Coalition

JULY 12, 2021

Since, these platforms are paving a way for you to get brand awareness, credibility, and increased customer loyalty. Pain Points Of No Social Media Lead Generation If you are eager to know how to improve lead generation, then first you need to understand where the problem lies so that you can cope up with that. How to Fix?

User Friction 158

User Friction Software Review Advertising Customer Experience 158

UX Planet

MARCH 6, 2025

In this article, I will share six practical tips that will help you achieve thisgoal. Here is a format of a story that I suggest touse: The problem Clearly articulate the pain points or challenges that usersface. So its better to say, reduces customer drop-off by15%. Good stories sell.

User Testing 100

User Testing Customer Feedback Customer Experience Management 100