Customer Service Life

JULY 23, 2021

What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great. You and I can learn from one another. A mentor or online resource. I can’t tell you the amount of times I’ve sent my colleague, Jeremy Watkin , a message begging, “ HELP! A recovery plan.

Customer Service 132

Customer Service Education Customer Feedback CX 132

Intercom, Inc.

APRIL 22, 2021

If you’re short on time, here are a few quick takeaways: To become a staff engineer, you can’t just rely on advice from your manager or company. Different companies have different kinds of needs as they grow, and so the role of a staff engineer can take different forms. They likely don’t have all the answers. Solving the puzzle.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Fonolo

MARCH 25, 2021

If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. First, some quick basics.

Contact Center 147

Contact Center Customer Satisfaction Start-ups Customer Service 147

Totango

MARCH 1, 2022

To shed some light on what it’s like to be a woman in tech and to gain a better understanding of how we can empower more women to join the industry, we spoke to two of our female leaders, Katie Yagodnik, Director of CS Operations & Digital Programs, and Ravit Danino, SVP of Product & Support, to get their perspective, tips and advice.

Education 101

Education Technology Technology Start-ups 101

CX Accelerator

MAY 16, 2018

Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 I’ve also had a variety of extraordinary mentors. years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii?

CX 203

CX Start-ups Gaming Education 203

Execs In The Know

MARCH 14, 2022

The Great Resignation has made it significantly more challenging for many US firms to retain good talent and fill open positions. And what can customer support operations do to begin to solve the current challenges of the labor market? Once we know the causation , we can formulate and pilot solutions. Why is this?

Contact Center 98

Contact Center CX Innovation 98

Intercom, Inc.

AUGUST 28, 2020

Teammates can take on work with little understanding of why it matters, and ultimately, the team suffers. While there are no universal truths, my goal is to share my experiences so that others thinking about building engagement on their teams can do so faster than I did. Engaged teams are the backbone of a healthy organization.

Engineering 222

Engineering Start-ups 222

ECXO

MARCH 10, 2024

If you fancy watching a quick video summary of this article before reading it, just click the link and enjoy: Discovering the Power of Losing and Making Mistakes in CX and EX Life is a remarkable journey of exploration, learning, and transformation. Keep going to understand better. He once said, “I have not failed.

CX 52

CX Innovation Construction Start-ups 52

Intercom, Inc.

AUGUST 18, 2022

She creates front-end libraries, a role that perfectly suits her given her life-long passion for user experience, design, and building things. Mentor and help other engineers as others had done for her? Staff engineers must understand the needs of the company so they can help it reach its goals. Unblock bottlenecks?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Doing CX Right

SEPTEMBER 27, 2020

This statement may sound strange but it is true and dependent on great leadership. A common question is how can leaders create a customer-centric culture with engaged, motivated employees? The Meaning Of ‘Crawl, Walk, Run’ Life is a journey. Not every idea or project can be number one. They go hand in hand.

Start-ups 97

Start-ups CX Customer Experience 97

Intercom

JANUARY 11, 2024

Camille is a self-professed customer service nerd and seasoned consultant who has worked with startups like CrowdStrike, Humio, and Nilus, is a mentor at First Round, and advisor to TheLoops, a customer data platform that leverages AI. You can follow on Apple Podcasts , Spotify , YouTube or grab the RSS feed in your player of choice.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

FEBRUARY 23, 2022

In the face of what some have dubbed the “Great Resignation”, the question is: how do you get employees to stay? Only by creating initiatives that address employees’ physical, emotional, and career wellbeing can you create an environment where stress isn’t met as a threat, but as a challenge. Short on time?

Start-ups 118

Start-ups Social Media Education Customer Service 118

Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. What does a positive agent-focused employee experience look like? Enter the agent-focused employee experience.

CX 64

CX Technology Technology Construction 64

ClientSuccess

FEBRUARY 26, 2019

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. I began practicing mindfulness about 2 years ago and it’s been game-changing. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

B2B 52

B2B Start-ups Gaming Sales 52

ClientSuccess

MAY 23, 2019

This post marks a change to the segment of the series known as “Mentors”, which has focused on 7 mentor questions for the frontline. Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline.

Gaming 51

Gaming Start-ups Touchpoint 51

Intercom, Inc.

MAY 4, 2018

All managers deal with retention issues, but in my experience, those who deeply understand their team members’ long-term aspirations have a better chance of anticipating these changes – and influencing their team members’ decisions. Regular, open career conversations can be an effective strategy for this.

Engineering 223

Engineering Start-ups Compliance 223

Beyond Philosophy

DECEMBER 19, 2020

If you want to have great experiences, you need to look out for your employees. Dr. Mohan coaches leaders and mentors about their health, as well as the health of their teams. Mohan coaches leaders and mentors about their health, as well as the health of their teams. The First Thing To Know about Stress: You Are Not Alone.

Start-ups 99

Start-ups Customer Experience CX Technology 99

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. I can almost picture the scene. Show foresight “Hello, can you hear me?” This changes the perspective and unlocks opportunities. And it is a question that customer support professionals ask me most often. I’ve got ideas.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. What has changed, however, is the underlying technology that powers these interactions and, ideally, makes them a lot smoother than the bygone days of toxic hold music. Take chatbots, for example.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Intercom

SEPTEMBER 21, 2023

But while our tools may evolve and our strategies morph, the core idea doesn’t really change: providing great service to customers. And so, in today’s episode, we sat down with Leonard Berry to talk about On Great Service and his framework for improving service quality. What follows is a lightly edited transcript of the episode.

AI 52

AI Healthcare Technology Technology 52

ClientSuccess

AUGUST 29, 2018

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. The best advice I’ve received from a mentor is that authenticity always wins. And unless you have a GREAT relationship with your customer/prospect, I wouldn’t recommend saying “I need to hit quota, can you help me out?”

Gaming 42

Gaming Start-ups B2B 42

ClientSuccess

JULY 29, 2019

Mentor Questions. Our “Mentors” questions are geared toward CSMs receiving mentorship directly from Director-level and above customer success leaders, in order to help them grow professionally. Being on the CSM frontline allows us to directly influence the success of our clients. Question 1. How has it helped you?

Start-ups 59

Start-ups Innovation Touchpoint Customer Service 59

Zendesk

NOVEMBER 2, 2022

Life in sales isn’t so different from navigating the delicate conversation of movie preferences with your partner. It can also prevent misunderstandings, conflict, and frustration for both parties. Friday night is approaching. The local drive-in (remember those?) has a killer lineup of double features. You text your S.O.,

Sales 52

Sales Start-ups Gaming CRM 52

ProProfs

MARCH 14, 2023

Failing to conduct a skills gap analysis can result in poor productivity, production delays, quality issues, declining sales, reduced competitiveness, and other challenges that can impact an organization’s success. With a seismic shift in how we work, businesses worldwide have to confront a growing new problem — skills gaps.

Artificial Intelligence 52

Artificial Intelligence Start-ups Technology Technology 52

ClientSuccess

JANUARY 24, 2019

Mentor Questions. This segment of the series focuses on 7 mentor questions for the frontline. Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I love that; as our clients are successful, we’re successful.

Start-ups 49

Start-ups 49

Zendesk

FEBRUARY 11, 2021

How did your life change during lockdown? And many didn’t have the skills they needed to bring them to life. Bringing the omnichannel experience to life. You need digital natives who are just as connected, app-native and aware of what they can do with technology as your customers.

CX 52

CX Omnichannel Technology Technology 52

Intercom, Inc.

JANUARY 5, 2022

In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-party services that can help expedite and facilitate the process. Less than a year later, Drata was launched.

Compliance 211

Compliance Engineering Start-ups B2B 211

Zendesk

JUNE 15, 2021

A strong community of loyal advocates can serve as an extension of your sales and support teams and offer unique insights and experiences that benefit other customers and your company. Customer advocates are the people changing the business world,” says Valeria Gomez, senior customer marketing manager at Zendesk.

Sales 64

Sales Net Promoter Score Social Media CRM 64

ClientSuccess

OCTOBER 22, 2019

Mentor Questions. Our “Mentors” questions are geared toward CSMs receiving mentorship directly from Director-level and above customer success leaders, in order to help them grow professionally. One of those questions asks, “ What are two to three qualities of a great CSM? Let’s get started!

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

ClientSuccess

MARCH 20, 2018

You can read more quotes and Customer Success advice by following the hashtag: #TOPCS2018. Here is many of the great advice from the Top Customer Success Influencers: “Customer Success, done right, reminds your customer base why they’re doing business with you now and in the future.”. CS is no longer something great companies do.

Engineering 40

Engineering Customer Experience Customer Service 40

ClientSuccess

MARCH 28, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Mentor Questions. We recently launched a new segment of the series that focuses on 7 mentor questions for the frontline CSM. How has it helped you? Question 2.

Customer-Centric Organization 41

Customer-Centric Organization Start-ups Customer Experience 41

CX Journey

DECEMBER 11, 2018

In this book, Patrick writes about the three root causes of job misery, which can be summed up as immeasurement, irrelevance, and anonymity. Here's a great quote from Rob Lebow: Imagine a place where everyone puts the interests of others before their own. Where everyone tells the truth and where trust and mentoring abound.

Start-ups 60

Start-ups Customer Experience 60

ClientSuccess

JULY 9, 2019

Mentor Questions. Our “Mentors” questions are geared toward CSMs receiving mentorship directly from Director-level and above customer success leaders, in order to help them grow professionally. How can I create advocates when I’m not a genuine advocate myself? From : Brett Andersen ; Director, Client Success.

Start-ups 40

Start-ups NPS Finance Technology 40

Customer Bliss

AUGUST 29, 2017

I love to create ways to make those experiences as fulfilling as possible and take them from functional to life enhancing.”. There is no better feeling than creating great ROI through human connection.”. She was still focusing on short-term business goals, yes, but for higher-level change discussion she was given six months or more.

Net Promoter Score 71

Net Promoter Score Customer Experience B2B Social Media 71

Qualtrics

OCTOBER 30, 2019

I’ve been given so many unique opportunities & so much support (both personally & professionally) that I live life by paying it forward. While I will always leverage my mentors, I’m at a great point in my life where I can support others on their way up. This company actually lives its culture.

Outlook 36

Outlook Start-ups Sales Technology 36

Qualtrics

NOVEMBER 12, 2019

This is Jessica’s “Why Qualtrics” story about how a Sales Career at Qualtrics has helped her continue to deliver on a life of impact. What’s driven my focus on my career is showing the impact you can have by being both a mom and a career professional. As I got into my career I questioned, “can I do both?”

Sales 37

Sales Start-ups Social Media Finance 37

Qualtrics

APRIL 9, 2019

I was a business consultant, and my now-mentor asked me to be her HR business partner. Our new hire orientation got great feedback. On how she got into HR: HR is not just about compliance; it’s about shaping an experience for people. I said, I love working with you, but I’m not interested.

Compliance 37

Compliance Engineering Start-ups Business Consulting 37