CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas.

CX 266

CX Innovation Contact Center Education 266

Intercom, Inc.

MAY 26, 2022

Customer onboarding is the process by which you welcome new customers and get them acquainted with your product. . It’s also the time when you can reduce any anxiety customers might have about your product and help educate them about how your product can best provide value. What does customer onboarding mean?

Start-ups 118

Start-ups Education Customer Experience 118

Intercom, Inc.

JULY 1, 2020

With the right approach and proactive support tools – think Outbound Messages , Product Tours , and Mobile Carousels – you can provide every customer with the fast, personal help they need at the exact moment they need it. It empowers your team to pre-emptively address known questions and issues before they arise.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Intercom, Inc.

MAY 28, 2019

It’s a continuous process of ensuring your customers get value from your product at every stage of their lifecycle. “Great onboarding transforms new customers from fleeting visitors to lifelong power users” The critical importance of onboarding for all businesses is why we built Product Tours. Short on time?

Start-ups 214

Start-ups Engineering Customer Retention 214

TeamSupport

APRIL 12, 2024

From the production of everyday goods to the development of new technology, precision and efficiency are a top priority. Take a product tour or book a demo with us today. Take a product tour or book a demo with us today.

Manufacturing 52

Manufacturing AI Technology Technology 52

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas.

CX 182

CX Innovation Contact Center Education 182

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! To address this gap, we’re excited to announce the upcoming beta release of Totango In-App, a product designed to drive alignment and break down silos within organizations.

Customer Satisfaction 83

Customer Satisfaction Sales 83

Intercom, Inc.

JANUARY 20, 2021

Most companies spend huge budgets creating content to get people to sign up to their product. But once a customer signs up, it’s left to a handful of badly written FAQs to help people get the most from the product. It’s no wonder up to 60% of users who sign up for a free trial use a product once and never come back.

Education 232

Education Engineering Sales 232

Intercom, Inc.

MAY 30, 2019

Luckily, we have a few tools for facilitating great conversations with those groups and acting on that feedback – which I unpack with Paul Adams (SVP of Product) in the second episode of Intercom on Product, our new series where we share our latest thoughts on how to build a great product. Unlocking the power of feedback.

Sales 194

Sales Start-ups Engineering Voice of the Customer 194

TeamSupport

APRIL 23, 2024

This directs them to the most appropriate team, ensuring quick response times and productive solutions. Empowering Customer Support From standardizing processes to enhancing productivity, technology has already transformed the manufacturing industry. Take a product tour or book a demo with us today.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

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. There’s nothing more exciting than when a new customer signs up for your product or service.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom, Inc.

JANUARY 4, 2019

The interactions that your customers have with your support team shape how they think and feel about your product. In my talk at the Inside Intercom World Tour , I shared 5 lessons we’ve learned about growing our support team and how to manage making internal decisions and their effects on our customers. Don’t make promises.

128

128

Intercom, Inc.

OCTOBER 12, 2022

We’re committed to building a product that helps you understand your customers’ goals and solve their problems in a personalized, contextual way. . Earlier today, we announced some of our most exciting products and features yet – taking our Engage solution to the next level and enabling exciting new levels of engagement for our customers.

Omnichannel 104

Omnichannel Start-ups Education Customer Experience 104

Intercom, Inc.

JUNE 22, 2020

In-app messaging allows marketers to engage users at just the right time, to facilitate onboarding, share product updates, offer support, or promote relevant offers. Chats and posts have many different use cases such as asking customers if they need help, announcing product updates, welcoming visitors, or onboarding new users.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Intercom, Inc.

SEPTEMBER 3, 2020

Taking part in the panel are: Thomas Creighton de Farias – Senior Product Education Producer. Mathew Cropper – Senior Product Manager. Jen Murphy – Senior Product Researcher. Jen Murphy: Hi, I’m Jen Murphy, and I am a senior product researcher. Then this podcast has the answers.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Intercom, Inc.

MAY 8, 2018

At Intercom, we decided to have our Demand Generation team look after Messenger on our website and our Product Marketing team look after Messenger inside our app. For our website visitors, our most important goal was to put product demo resources front and center. Position #2 Content Showcase app, linking to our product tours.

Start-ups 176

Start-ups Sales 176

Intercom, Inc.

OCTOBER 22, 2018

Brand new users aren’t committed to your product when they first sign up. A great first use experience has to prove to these new and uncertain customers that your product will actually make their lives better. Step 1: Identify the job that new users hire your product to do. They’re just trying it out. Here’s how to do that.

Start-ups 188

Start-ups Sales 188

Intercom, Inc.

JANUARY 25, 2023

Every SaaS business faces the same challenge: how to get new customers to realize the value their product can deliver, as quickly as possible. With that in mind, simple, effective onboarding is a must-have within any product, and a crucial element of customer adoption and retention. We knew we could do better.

Engineering 129

Engineering Start-ups Customer Loyalty 129

Intercom, Inc.

JANUARY 17, 2019

At the 2017 Inside Intercom World Tour , I gave a talk about a simple pattern that we were seeing as we built the product and grew the company from 15 people to one over 500. Greg Davis’s Myths of product market fit. Greg Davis’s Myths of product market fit. Matt Hodges’ Aligning product and marketing.

123

123

Intercom, Inc.

JANUARY 18, 2023

” Chip Lay, Director of Product Strategy at Fullstory. You can use product analytics to discover new areas for research. Chip Lay, Director of Product Strategy at Fullstory. Japna Sethi, Group Product Manager, Growth, at ProductBoard. Mark Iafrate, Product Marketing Manager at Intercom.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Inside Customer Service

DECEMBER 2, 2021

Their job is to get the word out about a company's products and services. Brittany Hodak, an expert on helping brands create superfans, offers this definition of a brand evangelist on her blog : A brand evangelist is a customer who is so passionate about your brand, product, service, or business that they advocate on your behalf.

Retail 260

Retail Social Media Finance Sales 260

Intercom, Inc.

APRIL 16, 2019

Hire experts who can act like product owners. Consider going on a listening tour. If you can, go on a listening tour to identify the top priorities for each team – your SDRs, AEs, relationship managers and customer solutions folks. It’s the difference between getting things right and continually having false starts.

Sales 177

Sales Sports Start-ups Engineering 177

TeamSupport

DECEMBER 8, 2023

Look for support software that can: Track changes in customer satisfaction and health Identify churn risk or upsell opportunities Perform deep analysis on ticket type and severity, resolution time, and product usage Customize the reporting dashboard to the specific needs of your business and your customers 7.

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

Intercom, Inc.

MAY 6, 2019

All products share a universal problem, no matter how long they’ve been around or how well they are built – the problem of customer inertia. Luckily, there are ways to convince them to make a switch and increase your product adoption. Luckily, there are ways to convince them to make a switch and increase your product adoption.

Start-ups 196

Start-ups Engineering 196

Intercom, Inc.

OCTOBER 13, 2022

We’ve just wrapped up another edition of New at Intercom to share our fall 2022 product launch with everyone. Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. And if you ask us, the answer to these challenges is in-product communication.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Intercom, Inc.

APRIL 6, 2020

People before product and profit. At Intercom we firmly believe that people are the most important thing – your product and ultimately profits will follow if you get the people thing right. I’m kicking things off by sharing some pieces that have helped me (hopefully) get better at managing people.

Engineering 181

Engineering Entertainment 181

Intercom, Inc.

NOVEMBER 17, 2021

The qualitative practice of user research brings to life the customers behind the product, offering insights into their evolving needs and influencing product direction accordingly. This research changed the way the team framed problems, and later supported the design of our Product Tours feature. Disproving assumptions.

Start-ups 156

Start-ups Sales Customer Service 156

Intercom, Inc.

JUNE 23, 2020

The Conversational Support Funnel has three layers: Proactive Support with messaging to answer customer questions in the product experience, reducing the number of queries reaching the support team. From simple in-app pointer messages, to full Product Tours. Click to view. This reduces inbound volume. Click to view.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Intercom

NOVEMBER 11, 2021

Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. User onboardings are about more than welcome videos — no product tour will do everything you want.

Start-ups 127

Start-ups Gaming Manufacturing Invoicing 127

Bill Quiseng

JUNE 14, 2023

QUI Takeaway: Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. Deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service.

Customer Loyalty 109

Customer Loyalty Touchpoint Customer Expectations CX 109

Intercom

NOVEMBER 16, 2023

Not only that, but unintuitive, inflexible help center tools can erode your team’s morale and productivity. Over the last few months, we’ve launched almost 40 features and improvements across our Help Center and Articles products to help our customers create an unparalleled self-serve offering.

AI 87

AI Engineering Start-ups Customer Service 87

Intercom, Inc.

JULY 22, 2019

When you’re gearing up for a big product launch, creating help content is often the last thing on your mind. There’s so much that goes into preparing for product launches – ensuring your beta testing goes smoothly, locking in your marketing campaign, getting your sales team up to speed. Here’s a hint: with help content.

Start-ups 177

Start-ups Engineering Machine Learning Sales 177

Steven Van Belleghem

APRIL 26, 2022

I want to illustrate the higher purpose of Elon Musk’s Starlink company – probably my top favourite visit in this tour – with a story about their custom-made devices for Ukraine. And I really saw a number of this type of companies on our LA tour. SpaceX and Starlink.

Customer Experience 120

Customer Experience Government Technology Technology 120

TeamSupport

JULY 16, 2020

TeamSupport has a suite of products called Visual Support™ that enables just that through Video View™, Screen View™, or Image View™. Lighting, the leading distributor of entertainment lighting equipment used in the concert touring, theatrical and architectural industries, tells us. “It

B2B 85

B2B Entertainment Customer Relationship Customer Experience 85

Intercom, Inc.

FEBRUARY 16, 2018

To begin with, I loved the fact that I was considered to be a fully productive team member from day one. During those early weeks, I felt productive and impactful in my new role. New technologies, a big complex product, a lot of different tools and a rapidly moving environment is definitely not a walk in the park.

Engineering 177

Engineering Technology Technology Education 177

TeamSupport

DECEMBER 16, 2020

got back together, even if it was temporarily for a reunion tour. Who knows, it may end up being more permanent than a Reunion Tour. Better yet if a new album came out of it! It will remind you that enjoy working with people. And it will encourage you to reach out more often to collaborate. 34 th Street.com, Mar. Retrieved Dec.

Gaming 92

Gaming Start-ups 92

Aquire

MAY 21, 2021

After all, you can buy so many other products online — from tonight’s dinner to new furniture — why should buying a car be any different? Another way to bridge the digital and physical gap is through virtual tours. Example of using virtual tours for car buying from Automotive Group Dilawri.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98