Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

Technology 243

Technology Technology Social Media Start-ups 243

Intercom, Inc.

DECEMBER 20, 2022

And so, before we ring out the old and ring in the new, we’ve put together our favorite stories and conversations, insights, and reflections from 2022 in a special end-of-year episode. In this wrap-up of the year’s best bits, you’ll hear from: Paul Adams , Chief Product Officer at Intercom. I’m Liam Geraghty. In January.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Beyond Philosophy

MARCH 26, 2020

In times of trouble, it is best to start a dialog with your customers. Communicating with your customers will not reduce the global uncertainty around the health crisis. Still, it will provide some small sense of certainty around how your organization will react to it. People value predictability in times of uncertainty.

Hospitality 139

Hospitality Hospitality Customer Experience 139

SurveySensum

MARCH 11, 2024

Research suggests that individuals working in positive environments are often more productive, with studies showing a direct relationship between happiness at work and a 13% rise in productivity. Employees experience a more rewarding and less stressful work environment, driving them to perform at their best.

Finance 52

Finance 52

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. And what a year it has been!

Engineering 118

Engineering Government B2C Start-ups 118

Intercom, Inc.

DECEMBER 13, 2018

But as the college-dorm-room startup matures, there’s a fascinating twist to be found in the way it applies its new mission to Workplace, a B2B startup within the (former) startup. That’s why they’re trying to turn the company into a community. Short on time? Different products require different visions.

Pharmaceutical 151

Pharmaceutical Start-ups Gaming Sales 151

Service Quality Institute

SEPTEMBER 13, 2023

Amazon delivers the best customer service in the world. I would encourage you to read these 14 Amazon Leadership Principles and learn from the best. The problem is most firms in the world do NOT understand the power of the Service Strategy. Tools: You have to invest in building employees. billion increase in sales.

Innovation 52

Innovation Healthcare Start-ups Sales 52

Intercom, Inc.

OCTOBER 13, 2022

We’ve just wrapped up another edition of New at Intercom to share our fall 2022 product launch with everyone. Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. The last year hasn’t been easy.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Intercom, Inc.

OCTOBER 14, 2019

It’s allowed me to practice sales in a way that leads to favorable outcomes for all parties – purchases that solve real business problems and drive sustainable revenue for the company. The old world: one-way flow of information from seller to buyer. I’m a crappy poker player and always have been.

Sales 162

Sales Start-ups Education Machine Learning 162

Zendesk

MARCH 17, 2022

Building strong customer relations will certainly help contribute to a company’s success, but in today’s customer-centric market, it’s a critical focus area. Building strong customer relations will certainly help contribute to a company’s success, but in today’s customer-centric market, it’s a critical focus area.

Customer Relationship 98

Customer Relationship Sales CRM Customer Service 98

Zendesk

NOVEMBER 1, 2022

As part of Zendesk’s survey of almost 5,000 customer service decision-makers around the world, we asked questions about the attitudes, behaviors, and outcomes regarding their people, processes, and data/technology. Training programs need work and tracks to upskill agents are often “less than ideal”. You’re on your way.

Net Promoter Score 52

Net Promoter Score CX AI Business Operations 52

Intercom, Inc.

FEBRUARY 7, 2019

How do you put a box around a product that defies categorization? It might be hard to distill, but it’s essential and you have to be willing to be misunderstood until you can prove it to the world. Coda is run on two observations : the world runs on docs, not apps, and those docs haven’t changed in 40 years.

Start-ups 171

Start-ups Engineering Real Estate Retail 171

Intercom, Inc.

APRIL 19, 2018

Our team’s mission is to help Intercom evolve, scale and be trusted by every internet business in the world. Prior to Intercom I spent about 10 years working for big tech companies. For about eight years before that, I was doing systems engineering work at Amazon. Enter our philosophy of Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. When you put all that together, it’s clear that working in finance is complicated. Tip #1: Focus on real-world application of knowledge.

Customer Service 80

Customer Service Finance Start-ups Sales 80

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. And by the time they make their first contact, the decision has likely been made.

B2B 118

B2B Education Start-ups Agriculture 118

Beyond Philosophy

MAY 21, 2021

I have had a friend for 30 years who is great to be around, the real life of the party. Despite this fact, we like him a lot and enjoy his company. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.

Customer Experience 88

Customer Experience Start-ups Government Sales 88

Aquire

AUGUST 12, 2021

Engaging with customers has become a must for every company. Being a truly customer-centric company comes from choosing your tools wisely and building an effective customer engagement strategy around them. But, social media sites allow you to go far beyond simply broadcasting news and advertisements. Image source.

Social Media 98

Social Media Retail Customer Survey Entertainment 98

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. It’s not enough for companies to simply provide fast, friendly service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Customer perception describes the way your customers think and feel about your company. It’s the beliefs and opinions that people hold about your business.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom

SEPTEMBER 12, 2023

As the customer service space finds new and exciting ways to work with AI, the roles, responsibilities, and career paths that make up support teams are being reshaped. Here are just a few of the brand new roles already emerging as customer service embraces AI.

AI 59

AI Engineering Start-ups Customer Service 59

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Types of Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

Zendesk

JANUARY 12, 2021

The good news is that support leaders seeking to meet those demands can take advantage of a wealth of customer service tips from the experts. The best of those customer service tips stem not from guesswork but from carefully-crafted studies that define good support. Build a customer-centric culture.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Intercom

JUNE 22, 2023

Recent developments in the field of AI have taken the world by storm, with huge implications for the customer service landscape. Here are a few key takeaways: While AI’s initial adoption has been slow due to competing priorities or tech that overpromised and underdelivered, companies now know that investing in AI is a competitive advantage.

AI 59

AI Start-ups Technology Technology 59

Intercom

MARCH 1, 2023

The iPhone, first released a couple of years before, was making rounds across the industry, introducing a new standard for smartphone design that has since been replicated by countless competitors. Throughout the years, we’ve seen a lot of what we believed in become real, and we’ve certainly worked hard at pushing the needle that way.

Customer Service 64

Customer Service Omnichannel AI Start-ups 64

Intercom

JANUARY 31, 2023

To test this, we quickly got down to work. We sketched out a few AI-powered features we thought could be useful, went into production, and put a beta version in front of 160 customers. You can read all about these new features here. ☞ Click here to join the beta waitlist for our AI features or receive AI news from Intercom. .

AI 64

AI Machine Learning Start-ups Gaming 64

Intercom

MARCH 9, 2023

For years, the industry has lauded the potential for AI and machine learning to radically transform the way we work, especially as advancements in computing power and data storage made it possible to train larger and larger models. And so, naturally, that’s what we did with this new tech. Can it spark a new generation of startups?

Customer Service 64

Customer Service AI Machine Learning Technology 64

Zendesk

APRIL 13, 2022

The sales industry loves to throw around the word quota. So, why are most companies neglecting the support systems needed to help their sales reps do just that? So, why are most companies neglecting the support systems needed to help their sales reps do just that? Why sales support makes or breaks companies.

Sales 52

Sales CRM Start-ups B2B 52

Zendesk

FEBRUARY 16, 2023

Each order means the world to us, and we’re so happy you chose our small business today. It looks like you recently ordered a new [Product Name]. We wanted to thank you for shopping with [Company Name] and to offer you [number] percent cash back when you share your review here: [link] 3. Thank you for shopping with us!

Start-ups 52

Start-ups Retail Entertainment Customer Retention 52

Beyond Philosophy

OCTOBER 8, 2014

I made the comment during the meal that I am sure that when my kids are Grandparents, I was sure they will be sitting around similar family gathering telling their grandchildren of the time when people carried around money in the form of pieces of metal in their pockets and paper in wallets. There have been many!

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

Steven Van Belleghem

APRIL 6, 2020

Brian is Global Innovation Evangelist at Salesforce, a global keynote speaker and 8-time best-selling author. What will customer experience look like in a post-Corona world? To answer that question requires first answering another one: what will the customer look like by then? The title of his most recent book is Lifescale.

E-commerce 52

E-commerce Customer Experience Start-ups Innovation 52

Intercom

SEPTEMBER 23, 2021

Customer loyalty is the ultimate goal for anyone working in customer experience. And it’s not just about strong retention and recurring revenue, although that’s certainly a plus; it’s knowing the customer won’t quit you over a new competitor with better technology, lower prices, or even a more convenient service. Is it price-related?

Start-ups 72

Start-ups Customer Service Net Promoter Score E-commerce 72

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Start-ups 40

Start-ups Customer-Centric Organization Social Media Sales 40

Aquire

AUGUST 2, 2021

Top performing sales professionals value this initial call as it sets the tone of your working relationship with a customer. Top performing sales professionals value this initial call as it sets the tone of your working relationship with a customer. Maybe that hopeful moment when you generate a lead? It can make or break the deal.

Sales 98

Sales Social Media Start-ups Outlook 98

C3Centricity

JUNE 28, 2018

Despite the short lifespan of a CMO, it’s not all bad news. It is therefore important that a new CMO quickly makes an impact. More so than any other c-suite function, bar the CEO of course, who sometimes faces almost immediate criticism by shareholders and the financial world upon being named. Why is this?

Machine Learning 59

Machine Learning Start-ups Innovation Entertainment 59

C3Centricity

JUNE 28, 2018

Despite the short lifespan of a CMO, it’s not all bad news. It is therefore important that a new CMO quickly makes an impact. More so than any other c-suite function, bar the CEO of course, who sometimes faces almost immediate criticism by shareholders and the financial world upon being named. Why is this?

Machine Learning 54

Machine Learning Start-ups Innovation Entertainment 54

Beyond Philosophy

OCTOBER 8, 2014

I made the comment during the meal that I am sure that when my kids are Grandparents, I was sure they will be sitting around similar family gathering telling their grandchildren of the time when people carried around money in the form of pieces of metal in their pockets and paper in wallets. There have been many!

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60