Intercom, Inc.

FEBRUARY 20, 2020

Often in business, we search for alignment too quickly. And we’ll do almost anything to avoid a negative confrontation. Buster sat down with us for a wide-ranging chat that pinballed from our perpetual search for alignment (and why it might be misguided) to the time and place to play devil’s advocate. Short on time? Buster: Thank you.

Start-ups 232

Start-ups Technology Technology Social Media 232

Customer Bliss

JANUARY 30, 2020

These admired companies prove with their actions, that they have their customer’s best interest in mind. To take this approach to growth means opening everyone up to a new order of design and decision-making. They are celebrated because they overturn or resist one-sided business practices. Like they were raised. Teams unite.

Hospitality 86

Hospitality Hospitality Start-ups Innovation 86

Intercom, Inc.

JULY 4, 2018

We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. In the world of subscription-based business models, your product better deliver. And in the world of subscription-based business models, where switching software is a whole lot easier and cheaper, your product better deliver.

Gambling 165

Gambling Start-ups Innovation Sales 165

Intercom, Inc.

DECEMBER 2, 2021

Their priority is making sure that, as the company grows and increases in complexity, it continues to do so within the confines of the law. Over the years, we’ve covered a lot of ground on our podcasts. And now for something completely different. Patrick O’Doherty , former Senior Security Engineer at Intercom and now an engineer at Oso.

Engineering 178

Engineering Legal Start-ups Compliance 178

Execs In The Know

MAY 10, 2021

In “normal” times, this should be top of mind for executives, but the impact of COVID-19 has exasperated many of the stressors agents were already experiencing. In “normal” times, this should be top of mind for executives, but the impact of COVID-19 has exasperated many of the stressors agents were already experiencing.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs. Vincent Nero. Rachel Ivers.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

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. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. Her latest book, Resilient Management , was born out of that.

Engineering 118

Engineering Gaming 118

Intercom, Inc.

APRIL 2, 2020

But one thing everyone shared is that they are now adapting to working at home in a full house. Worry about the people first and the business later is a mantra many are adopting. We’ll be releasing those planned interviews down the line, when the time is right. Here’s some quick takeaways from the episode.

E-commerce 260

E-commerce Retail Start-ups Education 260

Customer Bliss

APRIL 11, 2018

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. Customers become the engine that grows the business.

AI 83

AI Engineering Start-ups Business Growth 83

Intercom

AUGUST 2, 2023

In today’s fast-paced and competitive business landscape, innovation has become quite the buzzword. She discovered that with a touch of creativity and a strong focus on making things easier for the customer, any business can craft delightful experiences that build loyalty and gain a competitive edge in today’s market.

Innovation 52

Innovation CX Non-Profits AI 52

Intercom, Inc.

FEBRUARY 22, 2018

If your product is to survive and your business is to grow, improving your user onboarding must always be top of mind. There are two key reasons for this. Secondly, just as Ruairí wrote recently , your onboarding strategy must adapt over time as your product and business evolve. Shaun Clowes , VP of Product at Metromile.

Start-ups 194

Start-ups Education Engineering Sales 194

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. What Is Customer Success? CS Defined.

NPS 78

NPS Sports Customer Retention Sales 78

Intercom, Inc.

JULY 25, 2018

We see every problem in our business as a product problem. If you analyze any problem for long enough, it ends up sounding like a people problem. That’s what I’ve learned most in the past 7 years at Intercom. And it’s usually your fault. Short on time? Here are five quick takeaways: 1. And all behavior scales.

Start-ups 152

Start-ups Engineering 152

Intercom, Inc.

JUNE 19, 2019

We launched the Intercom App Store more than a year ago. And as the Group Product Marketing Manager for Platform here at Intercom, I’ve loved seeing all the creative apps our partners have built. One of the most successful platforms we and many others in the industry look up to for inspiration is Slack. Short on time?

Start-ups 217

Start-ups Engineering CRM Sales 217

Intercom, Inc.

JANUARY 18, 2023

And what will happen now that everyone is getting back to their classrooms? To provide amazing experiences for their users, learner-driven businesses need to find the right metrics and continuously seek out customer feedback. Education is not exactly what we would call a tech-driven industry. Enter 2020.

Education 205

Education Start-ups Technology Technology 205

Intercom, Inc.

MARCH 26, 2020

For many employees who might suddenly find themselves out of the office for an indefinite amount of time, the change can be jarring, to say the least. That’s why we put together a special panel episode of Inside Intercom to discuss how best to collaborate when being face-to-face isn’t an option. C larify ambiguity. E xpress themselves.

Start-ups 171

Start-ups Education Sales 171

Zendesk

APRIL 15, 2022

Sales teams love numbers. Given the many ways to measure success—KPIs, ROI, quotas, sales pipeline velocity, and churn—it’s easy to get overwhelmed by raw information. And that’s not even considering outside data and statistics that inform trends across the entire industry. What’s important to know? Follow-up sales stats. Sales funnel facts.

Sales 52

Sales CRM Social Media B2B 52

Intercom, Inc.

SEPTEMBER 22, 2022

At some point in their growth, businesses usually start investing in customer research. Michele Hansen is the co-founder of Geocodio , a SaaS business that provides geocoding and data matching for addresses. They work with consulting firms, hire their own analysts, buy data management software.

Start-ups 138

Start-ups Invoicing Education Sales 138

ProProfs

JANUARY 25, 2022

43% of cybercriminals target small businesses. As employees are the face of your organization and have access to your business data and tools, cybersecurity training for them is necessary. Considering the gravity of the issue, I’ve shared a few cybersecurity tips for employees in this blog post. Continue reading to find out.

Education 52

Education Engineering Legal Start-ups 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. Look for meetups and other easy, low effort ways like blogging to begin to build your content and work your way up. Why are talks important? Talks serve many practical purposes.

Education 215

Education Start-ups Engineering 215

Intercom, Inc.

OCTOBER 17, 2019

It’s about this idea that there’s a core difference between the output of a product team and the business outcome generated. Is it a business result or whatever, but that’s the distinction between the two. For once, the big debate isn’t about the brand of Post-Its or Sharpies. That element? Paul: Yeah, exactly.

Sales 119

Sales Engineering Start-ups Data Entry 119

Intercom, Inc.

JANUARY 16, 2020

In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. The idea of a virtual whiteboard is so simple that even the least technologically literate amongst us could likely understand the concept. Andrey and his team are finding out. Short on time? A virtual whiteboard on steroids.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Intercom

OCTOBER 27, 2021

” Leandra joined Intercom in January, mid-pandemic, with 30 years of sales experience under her belt and two decades of experience building high-performance teams and driving growth at SendGrid, Twilio, and Jive Software. Her enthusiasm for the future of business communications is infectious. No more mass messaging.

Customer Relationship 64

Customer Relationship Sales Start-ups Technology 64

Comm100

AUGUST 17, 2022

This blog recaps the best bits from this conversation. Experience is everything end-to-end from the moment that customer starts thinking about you until the time they finally purchase, and even after the purchase and continue to ideally purchase more, that’s experience. Service is a big part of that. It’s too expensive.”

CX 70

CX Start-ups Omnichannel Technology 70

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Madeline Good: Hi everyone! So why don't we go around and have you all introduce yourselves to everyone - and say what year you joined the team. PeopleMetrics Turns 20! Watch on YouTube. ? ? ?. TRANSCRIPT: [GRAPHIC: "Coming Up."]. Here's to 20 more.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

Customer Bliss

APRIL 27, 2016

Develop curiosity and a desire for continued growth. Keep an open mind. Listen to the words and visualize what the speaker is saying. If you combine these two lists, then, the Fast Company one (the first set of bullet points) is a little bit ‘higher-order’ or umbrella view of how to improve listening skills.

Social Media 69

Social Media Start-ups Education Customer Loyalty 69

Intercom

SEPTEMBER 28, 2023

In SaaS company boardrooms around the world, businesses are racing to find ways to integrate the latest cutting-edge technology into their strategies. As HubSpot’s Director of Customer Support for EMEA, all of these questions have raced through Noel Reilly’s mind lately. Suddenly, AI is everywhere.

AI 59

AI Start-ups Education Customer Service 59

SurveySensum

SEPTEMBER 11, 2023

With that in mind, after working with different companies in this industry, we have compiled a list of 13 key SaaS KPIs and metrics of 2023 that you need to start tracking to measure your success. SaaS KPIs are metrics and data points that SaaS businesses use to assess the performance and health of their business. Let’s begin!

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

Intercom, Inc.

APRIL 15, 2021

AI is only helpful when we have a specific problem in mind that could benefit from a bit more scale. a former mathematics tutor and data scientist who eventually converted to sales, Francis is obsessed with leveraging data to improve the way companies conduct their revenue operations. Stop automating everything. Stop automating everything.

AI 118

AI Start-ups B2B Predictive Analytics 118

Comm100

FEBRUARY 22, 2018

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry.

Start-ups 45

Start-ups Artificial Intelligence Entertainment Customer Expectations 45

Comm100

MARCH 16, 2018

Imagine this: two sales letters are sent out to the same customer from two different companies. A similar fate befalls two sales emails: the customer opens and even replies to one, while the other is erased almost as soon as it’s received. Why does the customer consider one and chuck the other? Address Your Reader.

B2C 41

B2C Sales Start-ups B2B 41

Comm100

FEBRUARY 22, 2018

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Most consumers have noticed: there’s a huge gap in capabilities in the Chatbot industry.

Start-ups 40

Start-ups Artificial Intelligence Entertainment Customer Expectations 40

Intercom, Inc.

OCTOBER 24, 2019

So says Bailey Richardson, who has spent the second act of her career trying to repeatedly bottle up a bit of that magic so that groups of like-minded individuals can go from crowd to community. “Although a community feels magical, when it shows up in your life, it doesn’t come together by magic.” Short on time?

Start-ups 116

Start-ups Engineering Sports Social Media 116

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Trust me; I know I'm stating the obvious, but it clearly doesn't seem to be obvious for everyone. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that?

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Customer Service 0

Customer Service Social Media Non-Profits Sales 0

Intercom, Inc.

AUGUST 1, 2019

In our conversation, Michael shares the strategies that have been most impactful for growing their word of mouth, the attribution model that’s the engine for their marketing strategy and Brex’s long-term plans to disrupt the credit card industry, vertical by vertical. That’s why Brex’s CFO Michael Tannenbaum believes in breaking a few rules.

E-commerce 36

E-commerce Start-ups B2B Retail 36