Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. Data alone won’t produce results, but it will help you to contextualize customer behavior and feedback to provide better service faster.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Intercom

JANUARY 10, 2024

Get the report → Customer support teams will remember 2023 as the year that everything changed. It’s transforming the customer service landscape at lightning speed, and heading into 2024, the race for competitive advantage is well and truly on. ⚡️ Ready to dive straight into the insights? Out with the old, in with the new.

Customer Service 100

Customer Service AI Customer Expectations Technology 100

Intercom, Inc.

DECEMBER 21, 2021

. “We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. The Ultimate Customer Support Tech Stack for 2022.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . 2 Audit Your Call Center Software and Tech Tools .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Intercom, Inc.

NOVEMBER 8, 2022

Since 2011, we’ve been on a mission to make internet business personal, helping our customers connect with their customers through in-context, personalized communications. As we’ve grown, and our product has matured and expanded, we’ve welcomed thousands of customers – each with their own unique needs and goals.

Compliance 104

Compliance Technology Technology Customer Experience 104

Ameyo Callversations

MARCH 31, 2022

A successful business runs on many wheels. Yet, it still might lose customers if it cannot provide a great experience to its users. Brands have evolved when it comes to attracting customers, but so have the customers. However, suppose you can provide your customers with an unforgettable experience. Let’s find out.

Customer Experience 122

Customer Experience Artificial Intelligence Omnichannel Social Media 122

Intercom, Inc.

FEBRUARY 13, 2020

Instead, we’re entering an exciting new moment in marketing where AI tools not only have the ability to free up humans to do the best work of their careers, they are helping companies reach their customers in a highly personal and engaging way. The shift to a new tech stack. During his tenure, he’s helped achieve 4.5x

Unstructured Data 181

Unstructured Data Omnichannel Structured Data Machine Learning 181

Intercom

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

Innovation 85

Innovation Outlook CRM Sales 85

Intercom, Inc.

JANUARY 25, 2022

Successful sales and marketing teams understand the most important element of the buyer’s journey – the person behind it. A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Create custom workflows based on Intercom conversation data.

Sales 216

Sales Artificial Intelligence CRM Customer Acquisition 216

Intercom, Inc.

MARCH 15, 2022

In today’s market, customers expect personalization. According to one report , 66% of customers expect companies to understand their needs and expectations – but say that they’re generally treated like numbers instead. It’s clear that personalization has a key role to play across the entire customer lifecycle.

Start-ups 129

Start-ups Customer Relationship Customer Expectations Sales 129

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Intercom

FEBRUARY 8, 2023

Year after year, we see customer expectations continue to increase – and 2022 brought with it a whole new juggling act. Last year, many teams were faced with the Herculean task of trying to balance headcount reductions and fewer resources with the ability to meet – and exceed – the growing expectations customers have of support.

Customer Service 59

Customer Service E-commerce Finance Business Growth 59

Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support.

Customer Service 97

Customer Service AI Technology Technology 97

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Intercom

MAY 9, 2023

The thought of upleveling your customer service strategy with AI is incredibly exciting – but can also feel a little daunting. Well, we believe customer service leaders already have all of the knowledge and expertise they need to implement AI and uplevel their team’s success. What’s the job description?

AI 59

AI Start-ups Customer Service Technology 59

Intercom

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Discover the top trends transforming customer engagement. But they’re facing big barriers.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Intercom

AUGUST 23, 2022

Customer retention has never been more critical to business success than it is today. That’s why companies should look to support – and retain – the customers they have. Shifting focus to customer retention can actually be twice as powerful as customer acquisition. How to drive retention from customer support.

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105

Intercom, Inc.

MAY 5, 2020

Helping businesses connect with their customers is what we’ve been doing since the very beginning of Intercom, but we also believe that weaving better interconnections between businesses helps everyone succeed. Customization, for better or for worse, is a crucial attribute for platforms.”. Reading list: Advice for customer retention.

Transportation 171

Transportation Engineering Machine Learning Customer Retention 171

Intercom

MARCH 10, 2022

And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams. Great e-commerce experiences for customers are built on speedy responses, instantaneous gratification, and convenience – this is no easy feat to provide. Sense their frustration?

E-commerce 104

E-commerce Customer Experience Omnichannel Start-ups 104

Totango

APRIL 7, 2021

The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . Workflow Automation and Customer Success. Automating workflows is especially useful when it comes to your customer success goals.

Social Media 118

Social Media Start-ups Technology Technology 118

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Zendesk

MARCH 8, 2023

Businesses should know a lot about their customers. These customers are no longer content to be “caller number eight” in line or receive “personalized” marketing emails that clumsily paste their names at the top. At a basic level, conversations with customers should be friendly, warm, and natural.

AI 98

AI Sentiment Analysis Omnichannel CX 98

Intercom, Inc.

APRIL 30, 2020

And as businesses, we could all use partners to forge stronger relationships with our customers. These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone. “These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone.”

Sales 223

Sales Start-ups Customer Relationship Technology 223

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. ” Delighting Across the Digital Experience How do you deliver personalization across multiple, sometimes intersecting, customer personas?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Execs In The Know

JANUARY 8, 2023

Making Your Customer the Priority, Then Working Backward Many customer experience (CX) leaders are focusing on thinking about how they can meet the customer where they want to be met. What does the customer journey look like for you? Exceptional customer service is an investment, and brands that care truly respect it.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Execs In The Know

MARCH 13, 2023

Why are we seeing Total Experience become so critical for our customers? This trend has had very positive impacts on individual aspects of customer experience like online chat, chatbot functionality, and self-help tools. But those individual successes have now left us with a “big picture” challenge.

Touchpoint 52

Touchpoint CX Innovation Start-ups 52

Intercom, Inc.

AUGUST 31, 2021

We’re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform. These messages can be triggered based on specific customer actions or dates, such as an upcoming subscription renewal or customer birthday. Password reset.

Engineering 218

Engineering Start-ups Gaming Customer Experience 218

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience ML Social Media CX 83

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. Here are some considerations to take into account when looking for a new customer success platform: 1. So, how are you supposed to choose?? Ready to get started?

CRM 52

CRM 52

Intercom

JULY 26, 2022

Excellent customer experience. Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line. That’s no surprise: as professional services firm PwC says, customer experience is everything.

Net Promoter Score 59

Net Promoter Score Customer Expectations Customer Retention Customer Experience 59

Intercom, Inc.

DECEMBER 28, 2022

We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. Announcing ‘The Intercom Customer Support Trends Report for 2022’. Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. What’s good for our business and the bottom line should really reflect what’s good for our customers,” he says. Empowering customers to self-serve.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

Intercom, Inc.

DECEMBER 16, 2019

Since then, the success of ABM has grown dramatically – 97% now say it has a higher ROI than other marketing tactics. Sales and marketing leaders select a list of accounts that best align to your ideal customer profile, or your company’s most valuable buyers. Customer-centric approach to growing revenue.

B2B 189

B2B Sales CRM Touchpoint 189

Beyond Philosophy

AUGUST 4, 2022

We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech. Instead, it’s a 10th-grade algebra formula stacked on top of itself. From a consumer perspective, it is interesting to consider the most successful AI robotic product. Any guesses?

AI 148

AI Artificial Intelligence Machine Learning Start-ups 148

Zendesk

JANUARY 17, 2024

We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics, and other emerging technologies shaking the very foundations of our industry. Businesses are rethinking the structure of everything, from their tech stacks to their teams.

CX 52

CX Artificial Intelligence AI Touchpoint 52