Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events

How To Get Published on




How To Enter the 2020 Members' Choice Awards - For Vendors

Article : How to Build Great in-product Experience

#contactcenterworld, @neodovetech

Author: Tushar Nandwani, Content Writer, NeoDove Technologies

The development of technology at a staggering pace is leading the global market to develop as well. Today more goods and services are being offered every day, industries and markets are more saturated and highly competitive than ever before. And with the increasing number of customers moving online, the key differentiation for businesses no longer lies in competing against other brands, but also in delivering the best product user experience.

Customers are expecting immediate access to services and products from anywhere and at any time. So, we need to focus on the overall customer journey that takes place within the product itself. Starting from when a customer logs in until they quit using the product or service. Therefore accessibility, personalization, speed, simplicity, and every other process that occurs within the digital wall of a product, is paramount for great in-product experience.

Companies are heavily investing in and shifting their efforts towards Product Experience Management (PXM) to achieve great in-product experience. Project experience management is the process of adapting your products and services to each digital platform and presenting them to customers in the most effective way to ensure a unique user experience.

Ring2 Dashboards & Wallboards Free Trial

What you need to understand in order to apply Product Experience Management?

  • In-depth knowledge about your product or service
  • A total understanding of the overall user experience
  • Comprehension of technological tools

Who is in control of the product experience design?

The core product functionality, user experience, and design are created and owned by the product engineering and design teams. But to create a unique product user experience, you need clear and defined alignment across all product, sales, marketing, and customer success departments.

Product: The product engineering and design department, manages a product development strategy and vision. And they are in charge of creating strategies to drive feature adoption as well.

Sales and Marketing: The marketing department is responsible for creating campaigns and generating content to drive awareness of product value. And the sales department is responsible for conducting personalized demos and guiding users to use the product.

Customer Success: The customer success department helps with onboarding customers, training, and upselling to them. They are also responsible for implementing strategies to constantly re-engage with existing customers.

And what are the characteristics of a product that achieves a great in-product experience?

The Product Fit

Your product or service must be fit for purpose, where its key features should achieve a certain product goal. And it should address a single and very specific user persona, without overwhelming them with a bunch of unnecessary features.

And to attain that, you must know your customer. Because if you don’t, then there is no point in designing a product experience.


The ability to learn and predict how to intuitively use the product or service is one of the main characteristics of a solid product user experience. SaaS solutions, for example, are based on technologies that create familiarity among users, which allows users to easily learn how to use the product or service with a little trial and error.

Sensory Design

Your product must be visually appealing. If it is a platform or website for example the colour, font, heading sizes, button style, image styles, image sizes, light intensity, and backgrounds are among the pieces to keep consistent.

Control and Safety

Users want more control to override automation and make their own decisions. This concept leads to user motivation and engagement. In the same context, users want the system to provide them with a sense of security when it comes to processes. For example, a product should provide users with a safe environment where actions can be undone, to prevent mistakes from happening and cues that emphasize on important actions.

Integrations and Customization

A unique and personalized user experience is the key element of modern UX design. Companies want products to adapt to their business needs, not for the business to adapt to the product’s functionality. This includes the ability to integrate with other platforms, portability, and accessibility from anywhere and at any time.


Users are attracted to products designed with a purpose. A simple interface with a limited number of actions that lead to value makes users believe that the product revolves around their centricity. So this purpose-driven interface is a vital component of great product user experience.

Product Feedback

In the age of freemium business models and free trials, customers are trying products by themselves in order to make a quicker and more reliable buying decision. And to get product feedback during this phase gives users a clue on how the product functions or it shows them the effect specific features/options within the product.

How can the product team deliver an exceptional product experience?

Rely on analytics and make data-driven product decisions: Product team can leverage analytics to make informed and compelling roadmap decisions. By using the right data, you’ll be able to confidently deliver a better product experience that’s backed up with clear insights. You will understand which customer behaviour leads to using a particular feature in your product?

Which feature experiences result in abandonment and cancellation?

Allow users to feel the impact of product investments: You can accelerate the on-boarding and adoption process by using an in-product guide that allows users to have the optimal experience.

Engaging customers: Reaching out to customers with the right type of engagement can increase adoption and reduce churn rate. New users need an engaging on-boarding process with a basic education on how the product works, which gets them to complete initial tasks that lead to meaningful usage. Also, when a product adds new functionality/features, you must share this knowledge and inform users about these add on benefits and how to best access them.

For example, if you are selling a tele-calling solution, you will explain to the customer how this product will facilitate their agent’s day-to-day operations, increase their productivity and efficiency. But it will be more beneficial for the customer if you inform them that equipping their agents with the right script increases their overall performance as well.

Collecting feedback: You must collect feedback on an ongoing basis, to understand what customers think of, feel about, and want from your product. But it is important to act on their feedback as well, as it is a critical ingredient to your product experience management process.

Designing a successful in-product experience requires that each phase of the user experience journey be visualized, analysed, optimized, and strategically implemented. And with an eye on the consistency of the product, every process needs to be mapped separately to lead users to their desired outcome.

#contactcenterworld, @neodovetech

About Tushar Nandwani:
Tushar is Business Administration graduate with keen interest in product management and technology.

About NeoDove:
Company LogoNeoDove offers a localized mobile app/web-based communications solution that allows to actively engage with your customers. Monitor and manage all aspects of the ongoing communication effortlessly for extraordinary customer experience.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Motivating Agents With No Money!

Read today's tip or listen to it on podcast.

Published: Wednesday, June 3, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =