Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. But while there are reasons for apprehension, today’s guest sees plenty more to feel excited. Suddenly, AI is everywhere. How can we successfully integrate AI into our processes?

AI 59

AI Start-ups Education Customer Service 59

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. We can’t say it caught us by surprise. Short on time?

Customer Service 64

Customer Service AI Machine Learning Technology 64

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? If you haven’t subscribed, please do so.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

CallCare

NOVEMBER 23, 2021

Artificial intelligence (AI) is one of the most popular subjects in the customer service contact centre right now. Strategic conversations are taking place in boardrooms over its applicability for customer service, the possibility for employment disruption, and the ethical considerations underlying replacing people with machines.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Callminer

APRIL 21, 2020

Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Happier and more satisfied agents tend to perform better than those who feel discouraged, stressed, or anxious about their jobs. netomi_official.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Zendesk

MARCH 2, 2023

And now that technology permits me as the consumer to really have leverage in the relationship, I want to make sure that you are personalizing my experience in a very special way.” According to Adrian McDermott, CTO of Zendesk, consumers want low-friction experiences when they want to have a conversation.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. I went through my last year of blog posts and found the experiences that taught me something, and in some cases continued to gnaw at me throughout the year. Lesson #1: Approach AI with caution but DO approach it. Click here to read it. Here they are.

Contact Center 60

Contact Center Artificial Intelligence Machine Learning Start-ups 60

Callminer

AUGUST 6, 2019

The last thing you can afford is a disconnect, which will lead to frustration and a lack of communication among both employees and customers.” – Larry Alton, How to Choose the Best Call Center Software , Business.com; Twitter: @businessdotcom. Service is a big part. “As Ensure security and compliance. Look for call volume distribution.

Contact Center 140

Contact Center VOC Social Media AI 140

Fonolo

JULY 19, 2018

The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. There are already many ways for companies to offer self-serve interactions to their customers. cctr #AI #custserv. — If you parse those words, that’s not really saying anything. How Customers Feel About Customer Feedback.

Contact Center 72

Contact Center AI Technology Technology 72

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. This blog recaps the best bits from this conversation. Service is a big part of that. I’m excited about that.”.

CX 70

CX Start-ups Omnichannel Technology 70

SugarCRM

JANUARY 2, 2018

Before focusing on today’s post, I’d like to wish a Happy New Year to all SugarCRM blog readers. While going through my inbox I saw all kind of predictions and numerous articles from respected publications like: Bots are about to get better at customer support than humans. 2018 will be the year chatbot conversations get real.

Data Entry 54

Data Entry Machine Learning AI CRM 54

Comm100

MARCH 2, 2022

This blog will explain why credit unions must adopt digital support channels to deliver the member engagement that their current and future members expect, and how to do it smoothly and cost-effectively. As a result, members often have high expectations when it comes to customer service and credit union member experience.

Omnichannel 52

Omnichannel Non-Profits Start-ups AI 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Prospective customers like to feel like they matter.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Zendesk

JUNE 15, 2021

You receive an email from Lowe’s claiming that a new LG model is a customer favorite. As customers turn more toward their inner circles and fellow consumers for recommendations, it only makes sense that brands rely heavily on user-generated content, influencers, and customer advocacy. How to build a customer advocacy program.

Sales 64

Sales Net Promoter Score Social Media CRM 64

CX Journey

JANUARY 2, 2019

I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. How do we measure it?

CX 37

CX Omnichannel Customer Service Customer Experience 37

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience?

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Help Scout

OCTOBER 30, 2018

At Help Scout, we build customer support tools , so our customers are at the center of everything we do. When it comes to the hiring experience, our candidates are our customers, so that customer-first mindset naturally translates. So now is actually probably a good point to start that conversation. Cheers, Leah.

Engineering 40

Engineering Start-ups Close the Loop Gaming 40

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. Here are some of our favorite takeaways from the conversation. Adjust expectations around AI. That’s a good thing – too much AI can be, well, creepy.)

AI 118

AI Start-ups B2B Predictive Analytics 118

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. It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. But there’s a better way now. Short on time?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Intercom, Inc.

JANUARY 12, 2021

Corey works with his customers on reducing their AWS bills, and he’s seen large numbers of cloud architectures in practice, so I think he’s a pretty good source on this. But I would not like to run a large, complex application using Lambda as the limitations are significant, and areas like observability still don’t feel fully mature.

Engineering 269

Engineering ML Technology Technology 269

Intercom, Inc.

OCTOBER 31, 2019

If you enjoy our conversation, check out more episodes of our podcast. Tim: The enduring theme that is most interesting that we don’t really talk about is the importance of human technology interaction. “AI is fancy statistics. But the reality is that all AI is fancy statistics. You can do amazing things.

Start-ups 169

Start-ups Technology Technology AI 169

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Intercom, Inc.

MAY 31, 2018

To build a great business, as Steli Efti has learned, your customers must feel the pain of that problem too. 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. Short on time?

Sales 223

Sales Non-Profits Start-ups CRM 223

Aquire

SEPTEMBER 24, 2021

Success no longer depends solely on product or pricing — a satisfying experience for your customers is a must. And if customer experience (CX) is the new competitive battle zone then artificial intelligence (AI) is your most powerful weapon. According to Gartner, enterprise use of AI has grown 270 percent over the past 4 years.

AI 59

AI Artificial Intelligence Customer Experience Machine Learning 59

Intercom, Inc.

JANUARY 11, 2023

Successful companies nurture a variety of customer journeys and revenue streams, from inbound leads and self-serve users to sales-assisted campaigns and ABM. Last time around, we invited him to talk about how AI can boost your conversational support. The first step towards driving product-led growth?

B2B 118

B2B Start-ups Engineering Sales 118

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Here’s your complete guide to improving customer perception of your business. Customer Experience.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Intercom, Inc.

DECEMBER 20, 2018

Sujan has seen first-hand just how powerful chatbots can be – greater efficiency, accelerated sales cycles and better customer experiences. Here are five quick takeaways: When even just one part of your business is working well, it’s time to buckle down and figure out what forms the core part of your conversion flow.

Sales 151

Sales Start-ups E-commerce Non-Profits 151

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

Comm100

APRIL 9, 2021

Today’s customer service expectations cross over industries. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. In fact, 79% of clients now prefer customer support through online chat.

Retail 65

Retail AI Social Media Start-ups 65

SurveySensum

APRIL 8, 2024

Small businesses need to adopt a multi-faceted online strategy that emphasizes building deep, meaningful relationships with their customers and differentiating themselves from the competition. This involves innovative product design, superior customer service, or a unique approach to solving market problems.

Social Media 52

Social Media Engineering Customer Feedback Innovation 52

Intercom

DECEMBER 17, 2018

If you want to support customers with live chat, you’ll need to make smart decisions about where it’s added to your site, how your customer service team will use it, and how it integrates with your other support processes. Let’s first take a look at why live chat is such a powerful tool for customer support teams.

E-commerce 108

E-commerce Touchpoint Start-ups AI 108

Comm100

APRIL 22, 2023

In this blog, we’ll dig into the state of higher ed admissions today and explore strategies for increasing student enrollment, concentrating on what today’s students want and expect from schools. The solution to providing cost effective, 24/7 chat support is with chatbots powered by AI. Read more 1.

Education 52

Education Omnichannel Social Media AI 52

Intercom, Inc.

DECEMBER 12, 2018

Marketing technology – or MarTech – stacks are the groups of technologies that marketers use to execute, analyze and improve their marketing across the customer lifecycle. Intercom’s blog is the growth engine that powers much of Intercom’s marketing and it in turn is powered by WordPress. Strategy first, technology second. Promote it.

Technology 223

Technology Technology B2C B2B 223

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. How Can Chatbots Help Me Save?

Contact Center 50

Contact Center Artificial Intelligence AI Social Media 50