The strategy for enhancing and expanding the Intercom product is structured around three main pillars. Firstly, to enhance user experience, the approach involves gathering feedback through user interviews and customer support tickets to address common pain points. By leveraging tools like A/B testing, and incorporating feedback, the aim is creating an intuitive interface design that users find accessible and engaging across all devices. For example, focus groups can provide insights for refining navigation and usability.
Secondly, the strategy includes expanding the feature set by conducting market research and competitor analysis. Identifying trends and gaps enables the prioritization of new features that are most impactful and feasible. Collaborating with marketing teams to create anticipation prior to feature launches can enhance user adoption.
Lastly, increasing market penetration involves developing targeted marketing strategies tailored to specific demographics. By using partnerships, SEO optimization, and engaging in industry events, the strategy aims to expand reach and attract new users. Promotions and webinars serve to highlight product value and generate interest among prospective customers.
The strategies
⛳️ Strategy 1: Enhance user experience
- Conduct user interviews to gather feedback on current user experience
- Analyse customer support tickets to identify common pain points
- Implement a user-friendly interface design with intuitive navigation
- Test usability with focus groups to collect actionable insights
- Integrate customer suggestions into product design where feasible
- Ensure mobile optimisation for seamless experience on all devices
- Develop and release tutorials to aid user onboarding and engagement
- Continuously monitor user feedback through surveys and reviews
- Utilise A/B testing to refine features based on user feedback
- Benchmark against competitors to identify areas for UX improvement
⛳️ Strategy 2: Expand feature set
- Conduct market research to identify new trends and demands
- Analyse competitor products to find feature gaps and opportunities
- Gather customer feedback to understand desired features
- Prioritise new features based on impact and feasibility
- Develop a roadmap with timeline for feature rollout
- Collaborate with marketing to build anticipation for new features
- Beta test new features with a select group of users
- Collect and incorporate feedback from beta users
- Provide training and resources for new feature adoption
- Monitor adoption rates and effectiveness of new features
⛳️ Strategy 3: Increase market penetration
- Identify key target markets and demographics
- Develop tailored marketing strategies for different segments
- Leverage partnerships and collaborations to expand reach
- Optimise SEO to improve product visibility online
- Increase presence through targeted online and offline campaigns
- Utilise customer testimonials and case studies in promotion
- Offer promotions or discounts to attract new customers
- Host webinars and workshops to demonstrate product value
- Attend industry events and trade shows for networking
- Monitor market trends and adjust strategies accordingly
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
