Intercom, Inc.

DECEMBER 14, 2022

With a modern and flexible no-code design, you can support and engage customers with speed, ease, and versatility. “We use Intercom to power our customer communications, from driving checkout conversions to ongoing customer engagement and delivering personalized support. Geronimo Chala, Chief Consumer Officer at Rebag.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. No matter however they disliked keeping callers waiting, organizations were helpless.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

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

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

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. 54% of U.S. 82% of U.S.

Customer Experience 103

Customer Experience E-commerce Technology Technology 103

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

Callminer

DECEMBER 17, 2019

However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. In fact, these centers vary in form and focus, depending on a given company’s objectives and use case. The need for competent customer support is growing.

Contact Center 207

Contact Center Finance AI Innovation 207

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . This is where service reps with a high EQ can be an invaluable asset to your company.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Totango

JULY 8, 2022

In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. What Does it Mean to Shift Right? . How to Shift Right . Shift Right with Totango .

CRM 103

CRM Customer Retention Start-ups Touchpoint 103

Uniphore

DECEMBER 7, 2021

customer service to adapt. Here’s what you need to know to stay ahead. Some of these “hidden” opportunities include: Lack of differentiation: Companies may regard the holidays as an opportunity to generate more sales, but the increasingly savvy consumer sees through marketing and pricing strategies.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Need to make a change to your process? We’ve all been there. We’ve all been there.

Scorecard 93

Scorecard Start-ups Customer Experience 93

Execs In The Know

APRIL 25, 2024

Bloomberg 2023 ] The supply is also the highest it’s ever been, with around 67,200 AI companies recorded in 2024, more than doubling since 2017. Then, why is it that when you interact with enterprise brands via self-service, you’re still talking to the same clunky chatbot or dialing random numbers to get through the IVR prompts?

AI 52

AI CXM Engineering Business Operations 52

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. 54% of U.S. 82% of U.S.

Customer Experience 86

Customer Experience E-commerce Technology Technology 86

Fonolo

DECEMBER 6, 2022

He’s right! As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When was the last time you received an assessment or completed a self -assessment? Managers need professional development goals to expand their effectiveness at work.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. 54% of U.S. 82% of U.S.

Customer Experience 83

Customer Experience E-commerce Technology Technology 83

Lumoa

SEPTEMBER 30, 2022

Plus, their customers are also two times more likely to try new products or services. . This, in turn, allows you to build better products and features designed to meet your customers’ biggest needs, all while making timely adjustments that produce better results. . Real-Time Everything.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Execs In The Know

MARCH 24, 2023

It’s these competing wishes that challenge companies to deliver automated customer experiences that don’t alienate users. This technology upgrades the agent experience by freeing up their time to develop deeper customer connections, while shoppers are able to solve most issues on their own or reach a human as needed.

Customer Experience 52

Customer Experience AI Technology Technology 52

Intercom, Inc.

APRIL 25, 2018

Think of it as the perfect front desk for your company. They had to click “Start a conversation” to find this link to self-service – it was almost contradictory. We realized we needed to find room to solve problems in the Messenger outside the realm of conversations – before a question was asked at all.

Start-ups 215

Start-ups Sales 215

ClientSuccess

DECEMBER 19, 2022

In this blog, we’ll be exploring the five playbooks every CSM team should have in order to ensure success and consistency across the team. Onboarding Playbook: The onboarding playbook is essential for any CSM team, as it outlines the steps and processes that need to be followed when engaging with a new customer.

Education 72

Education Customer Relationship Sales Customer Service 72

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Fonolo

OCTOBER 5, 2023

ChatGPT stole most of the headlines, but as companies across the planet worked hard to get their bots chatting, many questions started to bubble to the surface. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Like chatbots, IVRs are used for basic self-service.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. 72% of Gen Z say that they expect to interact with someone immediately when they contact a company.

Education 69

Education Social Media Technology Technology 69

Intercom, Inc.

DECEMBER 21, 2020

“We wish you a very peaceful and safe holiday season” Alongside posts on product design and long-form guides on conversational support , we addressed the impact of COVID-19 , and expressed our anger and solidarity amid the struggle for racial equality and justice. This was already a tough balancing act. Solidarity amid a pandemic.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Hodusoft

OCTOBER 19, 2023

BPOs offer a comprehensive range of services, including but not limited to customer support and sales. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

UJET

APRIL 1, 2020

The reality is, with many consumers now staying at home, digital support requests are increasing and the need to provide streamlined support that can not just resolve issues in a timely manner, but put customers at ease and give them peace of mind is more important than ever. Support requests come from various channels.

E-commerce 100

E-commerce Start-ups Customer Experience 100

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. And to deliver top-notch service you need to know what they like, dislike, and expect from your business. What is B2B customer service? That’s right!

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. Our customers are at the heart of what drives us as a company.

Social Media 94

Social Media Innovation Touchpoint Start-ups 94

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. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Education Social Media 82

Execs In The Know

SEPTEMBER 29, 2023

To understand, we need to explore its essence. Businesses are increasingly realizing the immense potential of conversational AI, but the key to success lies in choosing the right solution, engaging the appropriate stakeholders, and prioritizing accordingly to ensure transformative success. Let’s dive in.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1. As a result, Gartner predicts many companies will switch to using cloud-native platforms this year. Omnichannel.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

SurveySensum

AUGUST 14, 2023

A week into getting my new smartphone, I got a call from customer support checking in on my experience. Without hesitation, I asked the agent to place the order right then and there. By anticipating your customer’s potential need and offering a relevant and timely solution, you can make the customer experience seamless and hassle-free.

Customer Experience 52

Customer Experience E-commerce NPS Customer Satisfaction 52

Comm100

FEBRUARY 15, 2022

The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. If you want your brand to thrive in the modern market , you’ll need to know how to pivot your customer service practices to give your target consumers what they want ASAP.

Customer Service 52

Customer Service Social Media Manufacturing Transportation 52

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. Customer needs and wants.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B customer service may be manual or automated.

B2B 91

B2B Customer Service B2C Net Promoter Score 91

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. When should you empower and coach your team vs give them specific instructions on what needs to be done? What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

Hodusoft

FEBRUARY 16, 2022

The same report suggests a 60% increase in customer service agents working from home. As more and more companies make a shift to the hybrid work model, supporting each team member throughout their entire employee lifecycle irrespective of their location is non-negotiable. Cloud-based solution. Call Bridging.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98