Execs In The Know

OCTOBER 9, 2023

But across the undulating positives and negatives, there remains no question that AI will play a significant role in the future of businesses everywhere. Every department, from marketing to customer service, wants to know how AI will affect their role in a business. But what does that look like? Guest post written by Gladly.

AI 52

AI Customer Service CX Technology 52

Intercom, Inc.

JULY 21, 2022

Along the way, we’ve interviewed trailblazers, business leaders, makers and doers to share their experience and insights on all things startup strategy, product management, design, marketing, customer experience, and much, much more. Rachel Hepworth: Introducing growth marketing to Slack. That was the question posed to Rachel Hepworth.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. – lie beyond the realms of this article but one thing is clear: this market is HUGE. What is a marketing technology stack?

Technology 223

Technology Technology B2C B2B 223

Intercom, Inc.

NOVEMBER 30, 2022

So we got our blog posts and our Twitter threads, and even a few ropey TikToks. But amidst the content marketing, the advice was there: get back to reality. This seems like a silly question, but like many, you’d be surprised by how many large-scale businesses can’t give you a strong clear answer. So we go again and again.

Engineering 151

Engineering E-commerce Start-ups B2B 151

Zendesk

APRIL 16, 2021

Lead generation is often a huge challenge for sales and marketing professionals. How to generate leads through blogs, email, web, and social media channels. Various advertising, marketing, and sales strategies can be used to spark interest and generate leads. But it doesn’t have to be. What is lead generation? Qualifying leads.

Social Media 98

Social Media B2B Sales Start-ups 98

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. If you enjoy our conversation, check out more episodes of our podcast. And immediately I’m like, “Oh god, I’ve never answered an email survey.” Have you, Paige?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Lumoa

APRIL 24, 2018

NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. All the leaders were asked the same two questions : 1. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Callminer

MAY 11, 2020

To learn more about how customer service and customer experience managers can best handle disgruntled employees, we reached out to a panel of management professionals and asked them to answer this question: “What’s the best way for customer service / experience managers to handle a disgruntled employee?”. Paige Arnof-Fenn.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

AUGUST 25, 2020

On this episode of Intercom on Product myself and Paul (Adams, our SVP of Product) delve into how product teams can and should partner with their marketing team peers. Collaborate early with your marketing team to allow for implicit understanding of where you’re both headed. Today’s episode is actually about marketing.

Start-ups 238

Start-ups Engineering Sales B2B 238

Intercom, Inc.

FEBRUARY 14, 2018

What follows are our teams’ answers to the question of what makes Intercom different. Perhaps these answers will inspire you to apply (after all, a conversation about attracting great people to work here was the genesis of this), or at a minimum I hope these answers will help you change how things work in your company.

Engineering 188

Engineering Start-ups Sales Technology 188

Callminer

SEPTEMBER 5, 2017

Art has been developing and marketing tools that blend human intelligence and automation to improve call center phone interactions. They guarantee perfect delivery of information and legally binding statements on every call and enable agents to use a simple tool to follow complex conversational processes. Art Coombs. ArthurFCoombs.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Intercom, Inc.

MAY 31, 2018

blog , books on everything from product demos to outbound sales, and the Startup Chat podcast that he co-hosts with Hiten Shah. If you enjoy the conversation check out more episodes. What follows is a lightly edited transcript of the conversation. If the answer to both of these questions is yes, selling is easy.

Sales 223

Sales Non-Profits Start-ups CRM 223

Zendesk

MAY 26, 2021

The main difference between service today and service 10 years ago is that customers expect premium service to be built-in from the first sales or marketing interaction and carry through to the moment they ask for help, post-purchase, and back again. Customer service questions you should be asking. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Intercom, Inc.

MARCH 29, 2018

Eric Siu has helped some of the biggest brands in tech accomplish one all-important task: grow their revenue. Eric is the CEO of digital marketing agency Single Grain. If you enjoy the conversation and don’t want to miss the rest of the series, check out more episodes of our podcast. Content marketing.

Start-ups 192

Start-ups Engineering Gaming Direct Marketing 192

Intercom, Inc.

MARCH 14, 2018

One of the biggest pitfalls Product Managers continuously make is planning a beta as the feature approaches customer readiness. That’s too late – you’re likely asking the question “Will we beta this?” The answer to “What do I want to learn as early as possible?” Step 1: Why should you run a beta? because you feel you should be.

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is. Increase sales.

Sales 111

Sales Customer Service Start-ups Customer Retention 111

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Lumoa

FEBRUARY 6, 2018

We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

CX 129

CX Customer Experience Education Machine Learning 129

Intercom, Inc.

NOVEMBER 20, 2018

Define your marketing personas. To do this it is necessary to create marketing personas that represent your ideal prospect or match your ideal customer profile. It is important that these friendly connections represent the target persona market you have outlined, as otherwise, the feedback loop is likely to be weak.

Sales 178

Sales B2B Start-ups Education 178

Comm100

DECEMBER 14, 2022

With 100% of customers clamoring for self-service options — be it for setting up demos or answering product questions — it’s no wonder that ‘improving customer experience’ has catapulted to the top three automation goals of marketers everywhere. And CXA does more than just change customer perception.

Customer Experience 52

Customer Experience Net Promoter Score Non-Profits Artificial Intelligence 52

Intercom, Inc.

APRIL 12, 2018

Most notably he led growth strategy at Creative Market (a global marketplace for design content that was acquired by Autodesk) and Hired.com. All the while, the product has remained invite-only and hasn’t required traditional marketing. If you enjoy the conversation, check out more episodes of our podcast.

Start-ups 215

Start-ups Non-Profits Sports Education 215

Callminer

APRIL 21, 2020

To find out what leadership activities today’s call center leaders find most valuable, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are your favorite call center leadership activities?”. Ali is a Digital Marketer with expertise in SEO and Content Writing. “My

Gaming 182

Gaming Non-Profits Contact Center Sales 182

SugarCRM

FEBRUARY 15, 2022

The biggest struggle with digital channels is making your messaging and content stand out in a highly competitive and crowded online world. Truly effective marketing requires a multi-pronged approach using different strategies across inbound and outbound marketing. Without it, your marketing efforts stagnate.

B2B 49

B2B Social Media Engineering Start-ups 49

Intercom, Inc.

DECEMBER 18, 2018

Email marketing remains an incredibly valuable way of communicating with customers at every stage of their lifecycle, whether you’re a thriving SaaS company or up-and-coming small business. What is email marketing? Plain and simple, email marketing is the tactic of sending marketing messages via email.

Start-ups 150

Start-ups Non-Profits Social Media Sales 150

Zendesk

MARCH 19, 2021

Consumers will compare your business’ support and customer experience to the biggest and best competitors. These are typically short, one- to two-question surveys offered at the end of a business transaction. A classic question is “How satisfied are you with the product?” It drives positive word-of-mouth marketing.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Execs In The Know

FEBRUARY 14, 2023

We’re guessing many CX leaders are asking this same question and thought this post would be helpful in kick-starting new journeys toward much more elegant and impactful CX self-service and automation. The AI might ignore certain context in the user’s question or use content that depends on specific context.

CX 52

CX AI Compliance Gaming 52

Intercom, Inc.

JUNE 26, 2019

Content can be – and I would argue should be – a core component of your marketing strategy and can serve as a growth engine for your business. One of the biggest questions I get asked is, “What do I write about?” The cliched answer is to write what you know, but I suggest starting from a different place.

Education 215

Education Start-ups Engineering 215

Aquire

JULY 5, 2021

Net promoter score (NPS) Customer retention rate (CRR) Net retention rate (NRR) Gross retention rate (GRR) Conversion rate Average resolution time (TTR) First-call resolution (FCR) Customer satisfaction (CSAT) Social media monitoring Customer engagement metrics Active users Conversation abandonment rate. Conversion rate.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

SurveySensum

JANUARY 24, 2024

One of our long-time SaaS clients, Alice, launched her business a few years ago, and her project management tool skyrocketed as it solved a few drawbacks of existing tools in the market. Because the challenge is to prioritize which one – how to identify the one that has the biggest impact or aligns with the business goal.

Sales 52

Sales Customer Feedback Start-ups CX 52

Fonolo

MAY 3, 2023

As you would expect, abandon rate grows with average speed of answer (ASA). The real question is what to do with that data? For example, the tolerance level of individual callers, service or marketing initiatives causing traffic to spike, time of day issues and more. Why Do Callers Abandon Calls?

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

SugarCRM

JULY 26, 2022

We call this the marketing funnel. What is a Marketing Funnel? The marketing funnel is a customer’s journey from a new lead to a converted customer with your brand. It is sometimes called a conversion funnel or inbound funnel. Conversion. Marketing Funnel. Marketing-qualified lead (MQL). Sales Funnel.

Education 26

Education Legal Social Media B2B 26

Intercom

JULY 17, 2019

Customers need online knowledge bases to find answers to questions, to learn more about your product, or to make the process of teaching someone else (like a teammate) a little easier. Take a look at conversations you’ve had with your customers in the past to see what they had questions about.

Education 122

Education Start-ups Gaming Customer Experience 122

Aquire

AUGUST 24, 2021

We applied these lead generation best practices to our marketing approach and saw incredible results. Using these lead generation strategies will help you reach pivotal marketing and sales goals. Starting up communication like this gives you the chance to guide them, answer questions, and understand their specific needs.

Sales 52

Sales CRM Social Media Start-ups 52

Intercom, Inc.

JUNE 27, 2019

You can listen to our full conversation above, or read some highlights of our conversation below. If you enjoy the conversation and don’t want to miss the rest of the series, you can subscribe on iTunes or Google Podcasts , stream on Spotify or Stitcher , or you can grab the RSS feed in your player of choice. The team go.

Engineering 172

Engineering Start-ups Construction Gaming 172

Zendesk

MARCH 2, 2023

According to Adrian McDermott, CTO of Zendesk, consumers want low-friction experiences when they want to have a conversation. Meeting shoppers where they are One of the biggest retail trends is meeting shoppers where they are. Increasing conversions: Higher engagement from your customers can result in more conversions.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Hodusoft

JANUARY 17, 2024

As per estimates by Mordor Intelligence , the global UCaaS market size is expected to increase from USD 35.56 In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. Multichannel Integration The question may arise “Is multichannel integration necessary?”

Contact Center 52

Contact Center Social Media Omnichannel Compliance 52

SugarCRM

MAY 24, 2022

One of sales’ biggest complaints about marketing is that it claims it’s responsible for “driving sales.” Without true alignment, every email nurture campaign, whitepaper, blog, or webinar marketing produces is a wasted effort. Marketing activities fuel sales opportunities—and when they’re not in sync, neither one thrives.

Sales 26

Sales CRM Start-ups Customer Relationship Management 26