ClientSuccess

SEPTEMBER 21, 2020

After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? Each customer has different needs and uses for your product, so it’s up to the Customer Success Manager (CSM) to thoroughly understand each customer and to be their champion throughout their entire customer journey.

B2B 65

B2B Technology Technology Sales 65

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Totango

OCTOBER 20, 2020

This information can, in turn, influence product updates, customized offerings, and internal workflows. By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. The Importance of Measuring Customer Experience.

Customer Experience 84

Customer Experience Net Promoter Score NPS Education 84

SurveySensum

OCTOBER 19, 2023

So, to address this crisis, you decided to conduct a product survey, with the help of an efficient product feedback platform, to understand your customers’ experiences and reasons for declining sales and dissatisfaction with your smartphone. The lack of timely software updates and bug fixes. What is a Product Survey?

Customer Satisfaction 52

Customer Satisfaction Structured Data Social Media Start-ups 52

SurveySensum

NOVEMBER 8, 2023

In this blog, we are going to explore the hot topic of CX automation from A to Z. Personalized product recommendations : By analyzing customers’ purchase history, AI can show product recommendations that might be an exact match for the client’s needs. This saves the customer time to browse through various categories of products.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Totango

AUGUST 9, 2022

Knowledge level: as defined by how informed the customer is about a given stage of a buying process or product feature. Product usage: which segments customers based on how they are engaging with your product. Teams can also analyze support data to identify frequently encountered problems, fix bugs and reduce ticket volume.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

SurveySensum

JANUARY 24, 2024

Initially, Alice was excited about these feature requests from the product feedback surveys. A feature request is a suggestion made by a user to add a new feature or enhance an existing feature in a product, application, or service. Foster a collaborative environment where different teams contribute to the decision-making process.

Sales 52

Sales Customer Feedback Start-ups CX 52

Lumoa

JUNE 9, 2020

Identify Barriers in the purchasing process When customers have committed to buying something, the worst thing that you could do is put a barrier in front of them actually purchasing or receiving the product. Take the time to understand where and why your purchasing process doesn’t hold up, and dedicate resources to fixing it.

Customer Experience 83

Customer Experience Customer Feedback Manufacturing Start-ups 83

Zendesk

MAY 12, 2021

You can’t fix something if you don’t know what’s wrong. Understanding where you’re lacking allows you to refine training materials and products to exceed customer expectations. Sales representatives have the info they need to reach out about upsells and new products. Improve internal communications and processes.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Customer Service Life

MARCH 5, 2018

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Escalation channels were fuzzy at best with the sentiment that if you had a pressing customer issue, you could go directly to the programmer that introduced that bug or that executive that made that policy decision. Be easy to work with.

Innovation 60

Innovation Contact Center Machine Learning Social Media 60

SurveySensum

NOVEMBER 25, 2022

Customer Effort Score (CES) is a customer experience metric that helps businesses to measure the level of effort made by customers to either use their products and services or to get their issues resolved. CES gauges how much of the transactional effort (high or low) a user spends to use your product or engage with your whole business.

Customer Journey Map 52

Customer Journey Map Start-ups NPS Customer Retention 52

Intercom, Inc.

FEBRUARY 26, 2018

We are all in a battle, multiple battles in fact, with a lot at stake: whether it’s the fate of the company we work for or for the product that we build. The third group are the talented product builders all around us. I highly encourage you to read his blog post and watch his talk. The same is true in software. The talent.

Engineering 224

Engineering Technology Technology Innovation 224

ClientSuccess

NOVEMBER 16, 2017

In our case, this sounded like “We know you logged bugs and requests recently and we know we weren’t able to give you a lot of answers to your additional questions. You can become involved in two ways : Guest blog posts : Have a frontline CSM best practice you’d like to share? Acknowledge your responsibility.

Engineering 47

Engineering 47

ClientSuccess

APRIL 13, 2017

When a customer support professional encounters the same problem time and time again, they’ll work with the product team to fix the bug and then let the CSM team know about the changes. Miscommunication, product misses, unresolved issues, and perhaps even lost revenue or churn. Pains of Nonalignment. Driving Alignment.

Start-ups 41

Start-ups Touchpoint B2B Customer Feedback 41

Intercom, Inc.

MAY 3, 2018

Product management is about solving problems. Rohini Pondhi , product management lead for Square’s Invoices product, knows this challenge well. I hosted Rohini on our podcast to talk about everything from prioritization and product roadmaps to the nitty-gritty techniques for parsing customer feedback.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Comm100

JULY 20, 2021

They reach out for support and the chatbot automatically responds and directs them to the product they’re looking for, and boom – the chatbot has solved the problem, secured a sale, and left a good impression on that person. Some may be subject to bugs, which lowers the quality of the user experience.

Customer Service 57

Customer Service E-commerce Start-ups Sales 57

Qualtrics

MAY 20, 2019

Our products help them collect the data that tells them what/where they’ve missed on expectations and identify how they can make things better for their customers and employees. Sometimes that means I’m jumping in on a distracting bug fix so the rest of the team can stay focused on the features we want to release that week.

Engineering 37

Engineering Start-ups Touchpoint 37

Help Scout

JANUARY 27, 2019

Help Scout is still a small company, and our Customers Team finds itself not just delivering great support for a constantly improving and expanding product, but also delivering elements of our sales, finance, business development, and marketing functions. Handling phone calls, product demonstrations, and customer training as required.

Customer Service 40

Customer Service Engineering Education Social Media 40

ClientSuccess

MARCH 15, 2017

There is nothing more frustrating for customers or for Customer Success Managers (CSMs) than a product that doesn’t produce results, or doesn’t have the buy-in it needs to be successful. Product challenges can come in many shapes and forms, and the degree of the issue may vary from customer to customer. Product Complexity.

Customer Expectations 40

Customer Expectations Sales Customer Experience 40

SurveySensum

FEBRUARY 24, 2022

Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . You will get a better product experience while using the customer feedback software that is customizable and extensible. Filing bug reports is quite easy. Integrations.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

Intercom, Inc.

SEPTEMBER 24, 2019

A lot of the books, articles and discourse around product design focuses on the process of design work (the things designers do) and the output of design work (the things designers deliver). Leadership can be demonstrated through: Project leadership: For instance, conceptualizing and realizing new and innovative product ideas.

Start-ups 222

Start-ups Engineering Sales Innovation 222

Customer Bliss

AUGUST 11, 2016

Some parts were very interesting (if I do say so myself), so I wanted to turn it into a blog post. Sales sells the product, but Operations is not given the specifics of what the customer needs so what is delivered is a little off. FIX (really) the top ten issues bugging customers. Who does the customer call? Operations?

Start-ups 56

Start-ups Sales Customer Feedback CX 56

ProProfs

MARCH 19, 2013

Are you an online marketer who requires an online tool for creating quizzes and surveys to add to your blog or website? You should check out the features to see whether there are additional charges for installation, product updates, third-party integration, technical support as well as any additional hardware requirements.

Social Media 53

Social Media Education Sales 53

Comm100

NOVEMBER 27, 2017

“I don’t think they can ever sell another product under that name,” advertising expert Jerry Della Femina told the New York Times in the first days following the crisis. Take the voucher so that when this crisis is over we can give you a product we both know is safe.”. “Companies often fiddle while Rome burns.”

Social Media 116

Social Media Non-Profits Legal Manufacturing 116

Intercom, Inc.

DECEMBER 2, 2021

Previously hosted by Jamie Osler , a Senior Product Engineer at Intercom for over seven years, it’s now up to Principal Systems Engineer Brian Scanlan to pick up the baton and keep the chats going. It can be used for the entire building process at engineering and even product management. And now for something completely different.

Engineering 178

Engineering Legal Start-ups Compliance 178

Intercom, Inc.

OCTOBER 17, 2019

It’s about this idea that there’s a core difference between the output of a product team and the business outcome generated. I’m joined in episode six of Intercom on Product, as always, by SVP of Product Paul Adams, who spoke about this topic at a recent conference. Des Traynor: Welcome to Intercom on Product.

Sales 119

Sales Engineering Start-ups Data Entry 119

Intercom, Inc.

FEBRUARY 13, 2019

One of the biggest challenges with marketing a SaaS product is figuring out a way to announce the continuous stream of updates and feature releases while maintaining a sense of sanity. This wrap-up announcement can take many forms, from an email to a blog post, or even a webinar – whatever makes sense based on your resources and channels.

Touchpoint 134

Touchpoint Social Media Start-ups Sales 134

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Depending on the organization impacted, this can include (for instance) some of the following items: Fixes to the existing product (e.g. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Intercom, Inc.

JUNE 10, 2019

These are single purpose clusters, and they are owned by independent product teams. We strive to ensure it’s always fast, safe and easy for these product teams to utilize our infrastructure services to build amazing things. We shipped fixes and iterated here until our CI was passing with both Elasticsearch 2.3.3

Engineering 35

Engineering Start-ups Gaming Technology 35

ProProfs

MARCH 13, 2019

This blog post sheds light on everything you need to know about this platform. Due to this, activities such as product upgrades and bug fixes are available automatically to all eligible users. Add to that, online classrooms , educational path planning, and automatic learner reports that make SaaS-based LMSs valuable.

Start-ups 58

Start-ups Engineering Education Technology 58

Hodusoft

AUGUST 9, 2023

In this blog post we have discussed the benefits of multi-tenant contact center software for both BPOs and their clients and how it enhances customer service operations. They can fix any bugs or issues together and add new features to make the software even better. What is Multi-tenant Contact Center Software?

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Depending on the organization impacted, this can include (for instance) some of the following items: Fixes to the existing product (e.g. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Intercom, Inc.

NOVEMBER 29, 2018

We weren’t able to fix bugs, improve the functionality of our APIs or even keep up with our constantly growing products. We wanted to fix these issues and worked on introducing versioning for our REST and Messenger Framework APIs. A fix could break their apps. serialized_attributes do. attribute! :id.

Engineering 29

Engineering 29