Intercom, Inc.

APRIL 30, 2020

In times like these, we could all use friends, supporters, collaborators. And as businesses, we could all use partners to forge stronger relationships with our customers. These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone. Here’s how they work. Example sales one pager.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 67

Customer Service Omnichannel Customer Satisfaction Social Media 67

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Customer Satisfaction 97

Customer Satisfaction Technology Technology 97

SurveySensum

OCTOBER 10, 2023

Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. This includes managing contact lists, tracking customer attributes, difficulty setting up web surveys, tracking customer attributes, lack of advanced reporting, etc.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Customer Journey Map 76

Customer Journey Map Net Promoter Score B2B Social Media 76

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. This will help you choose the right and the best InMoment alternatives.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. Improved customer satisfaction and increased agent productivity.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Customer Retention 126

Customer Retention Customer Experience 126

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

SurveySensum

OCTOBER 23, 2023

GetFeedback is a customer feedback platform that empowers businesses to capture real-time data from customers at different touch points of the customer journey. The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more.

NPS 52

NPS Social Media Text Analytics Outlook 52

Intercom, Inc.

DECEMBER 28, 2022

After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Net Promoter Score 83

Net Promoter Score NPS Touchpoint Technology 83

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. In this blog, we will explore everything related to inbound call center software.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales 71

Execs In The Know

MARCH 31, 2023

Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can lead to missed improvement opportunities. By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture. What Are Agent Effort Scores?

Customer Satisfaction 52

Customer Satisfaction Customer Loyalty CX Start-ups 52

Intercom

MAY 9, 2023

The thought of upleveling your customer service strategy with AI is incredibly exciting – but can also feel a little daunting. Well, we believe customer service leaders already have all of the knowledge and expertise they need to implement AI and uplevel their team’s success. What’s the job description?

AI 59

AI Start-ups Customer Service Technology 59

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Does the customer decide this?

Contact Center 125

Contact Center Social Media Customer Satisfaction Omnichannel 125

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Construction 105

Construction Education Customer Retention Start-ups 105

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. Do they have any unresolved support tickets?

Start-ups 90

Start-ups 90

Totango

JUNE 15, 2022

You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues still arise. It’s important to understand that the escalation of a customer’s issue does not necessarily mean that the customer is at risk for churn.

Customer Relationship 81

Customer Relationship Scorecard Customer Experience 81

Zonka Feedback

OCTOBER 1, 2022

Nowadays, most users prefer to use products that they can use easily and smoothly without getting stuck on something and then following a long process of raising tickets and waiting for customer support agents to respond. The same is with your customers. Let’s first understand what is Product Improvement and why you need it.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). How Fanatics Activated Its CX Data Superpowers.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Provide Support

MARCH 11, 2020

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations. © 2003 - 2017 Provide Support LLC. Read more.

Customer Feedback 66

Customer Feedback Customer Satisfaction Customer Service Customer Survey 66

PeopleMetrics

MAY 13, 2021

Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

Totango

SEPTEMBER 14, 2021

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. How Easy Is It for Customers to Contact You?

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 88

Execs In The Know

OCTOBER 7, 2022

You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. And what can organizations do to improve performance toward higher customer satisfaction and better overall results? It is an exciting time in our industry!

Scorecard 98

Scorecard Government Contact Center CX 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B Net Promoter Score Education Social Media 82

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction. What is a NBFC Customer Feedback Tool?

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Hodusoft

FEBRUARY 29, 2024

That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Hodusoft

DECEMBER 28, 2022

Need, Metrics, and Best Practices. Businesses need a strong communication strategy to deliver seamless customer experiences. New-age call center technologies make managing data easier for call centers, leading to enhanced decision-making capabilities and improved customer service operations.

Net Promoter Score 52

Net Promoter Score NPS Data Entry Business Growth 52

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. Do they have any unresolved support tickets?

Start-ups 71

Start-ups 71

Hodusoft

MAY 11, 2022

It also facilitates better CX for customers by ensuring zero latency with real-time customer engagement capabilities over the cloud. . Saves cost as the maintenance and support are undertaken by a third-party service provider. Another aspect that falls under communication needs is the privacy of customer data.

CX 98

CX Government Actionable Insights Omnichannel 98

Aquire

JULY 5, 2021

Want to improve customer service? Then you need to measure the right metrics. To help, we compiled a list of 12 incredibly useful customer service KPIs you need to start tracking for your business. Generally, customer service KPIs can be useful for: Strategic opportunity: what to improve in your product, CS processes, and more.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80