Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. If the environment is effective enough to make you creative, then you are in a great working environment. Empower a flexible work environment. Smitha Baliga.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. While many factors are outside of our control, there are plenty of essential aspects of the work experience that we do hold sway over.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

SEPTEMBER 1, 2021

In fact, only 4% of PMMs think other teams in their company fully understand what they do. . In fact, only 4% of PMMs think other teams in their company fully understand what they do. . When I joined Intercom five years ago, I was thrilled with how closely PMM partnered with the product and sales teams.

Start-ups 138

Start-ups Sales Gaming 138

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Aquire

JANUARY 6, 2022

Let’s face it: remote work is here to stay. And with the rise of the digital workforce, the right online business tools can really help improve how you run your business. Here’s the list of best business tools for online work: Acquire ClickUp HubSpot 2Checkout (Verifone) Automate.io 1 Acquire – Customer Support.

Social Media 105

Social Media Invoicing CRM Start-ups 105

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. Lead generation is often a huge challenge for sales and marketing professionals. Getting leads.

Social Media 98

Social Media B2B Sales Start-ups 98

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. Paul: Hey Des, glad to be here.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. Paul: Hey Des, glad to be here.

Engineering 165

Engineering Start-ups Finance Sales 165

Aquire

OCTOBER 6, 2021

Customer service vs. customer experience — is there really a difference? In a nutshell, customer service is just one part of the overall customer experience. Once you understand the differences between the two, it’s much easier to understand how they can work together to benefit your customers.

Customer Service 98

Customer Service Net Promoter Score Customer Experience Social Media 98

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Zendesk

MAY 20, 2022

As valuable as it would be to truly know each of our customers on a personal level, that’s just not possible for most businesses. Create a buyer persona: a short description of your ideal customer, including their thoughts, emotions, and job roles. So, what’s a company to do? What is a buyer persona? Why use a buyer persona?

Sales 98

Sales Start-ups B2C Construction 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

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Start-ups 123

Start-ups Customer Relationship Education Customer Retention 123

Intercom, Inc.

JANUARY 16, 2020

Andrey and his team are finding out. Andrey and his team are finding out. So too are teams of every discipline across the globe who are embracing Miro as a collaborative tool unlike any other – a vast canvas for them to create and share ideas. ?. Andrey Khusid, founder and CEO of Miro , hasn’t done many interviews.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Execs In The Know

FEBRUARY 17, 2023

To avoid being left out of the conversation, most brands have already implemented a social customer care strategy, having realized that their followers care as much about the product and service as they do about the experience. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Totango

JUNE 8, 2021

How do you measure engagement rate? TC: At Truspilot, we have three key components that indicate to us if a business is getting value out of our platform or not and those are our basis for engagement. From there, we decide which customer journey we put them down. . .

E-commerce 117

E-commerce Sales Technology Technology 117

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. How did you manage to achieve getting everybody support?

Finance 84

Finance B2B Education Sales 84

Zendesk

JUNE 11, 2021

The concept of a “sales funnel” is a little misleading. But not every lead that enters the top of your sales funnel will come out the other end as a customer—there’s bound to be some pretty significant spillage along the way. That doesn’t mean your sales and marketing teams should settle for a slow drip of conversions, though.

Sales 86

Sales Social Media B2B CRM 86

Intercom, Inc.

APRIL 25, 2018

Using apps, you can create tailored experiences for leads and customers when they open the Messenger. How we gave our Messenger a home. It worked well, but we started to ask ourselves: what if we could get people to check out the knowledge base before typing a message? Or so we thought.

Start-ups 215

Start-ups Sales 215

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Why is customer marketing important? The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors.

Customer Retention 81

Customer Retention Sales 81

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges? Probably not.

CX 129

CX Customer Experience Education Machine Learning 129

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

Zendesk

APRIL 18, 2022

The sales industry can’t stop talking about lead generation. There are hundreds of successful lead nurturing and sales plan templates once a lead is found, but even the most successful companies struggle with gathering leads in the first place. There are two kinds of qualified leads your team should be on the lookout for.

B2B 98

B2B B2C Sales Social Media 98

Intercom, Inc.

OCTOBER 3, 2019

Instead, you get them a drink, show them around, serve some appetizers, then the meal, followed by dessert – and you’re having a great conversation throughout. Every SaaS company should be sending a welcome email – not from the company or the team, but from a real person telling a bit of the company’s story and values.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee.

B2C 118

B2C B2B Social Media Start-ups 118

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Customer Feedback 83

Customer Feedback NPS Sales Engineering 83

Zendesk

FEBRUARY 17, 2022

To increase your win rate, you need to attract the right customers and build a relationship with them. By creating the right lead magnet, companies can bring in more high-quality leads and convert them into paying customers. How to create a lead magnet. A strong lead magnet provides value for sales leads. The reason?

Social Media 98

Social Media Engineering Customer Acquisition Start-ups 98

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 82

Customer Service Omnichannel Social Media AI 82

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Journey Map 110

Customer Journey Map Touchpoint Start-ups Engineering 110

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

NPS 78

NPS Sports Customer Retention Sales 78