Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. At this point in the ongoing discussion, the outcome is that whether you frame language in positive or negative ways, there is enough evidence to support that it might affect people.

Start-ups 78

Start-ups Customer Experience 78

Intercom

FEBRUARY 20, 2024

According to our Customer Service Trends Report 2024 , 87% of support teams have seen an increase in their customers’ expectations over the last year, and 68% of those believe that expectations have been directly influenced by AI. Speed of resolution Time to resolution is a common metric for support teams.

AI 52

AI Customer Expectations Technology Technology 52

ClientSuccess

OCTOBER 7, 2021

Users these days want more than just a weekly or monthly promotional newsletter; they expect to be engaged and catered to. That’s why you need to be very conscious while planning out your newsletter campaign. . Businesses can utilize newsletter campaigns for various purposes. Pick An Interesting Subject Line.

Start-ups 59

Start-ups Sales 59

Intercom

APRIL 26, 2023

To understand the effects of AI on the customer service industry, we surveyed over 1,000 support leaders and practitioners. Forward-thinking support leaders know that adopting AI will give them a significant competitive advantage and help their support teams to have an outsized impact.

AI 59

AI Customer Expectations Technology Technology 59

Intercom

MAY 23, 2023

Given how fast the industry is changing in the wake of these technological advancements, we wanted to share more of the learnings that we’ve gotten from more than 400 support leaders in North America to help support teams take advantage of this monumental opportunity. At this point, we’re confident that there’s no reason to be alarmed.

Customer Service 59

Customer Service AI Machine Learning Start-ups 59

Inside Customer Service

JANUARY 6, 2022

For example, I've set automated follow-ups for my free Customer Service Tip of the Week newsletter. These automations help me effectively support more than 10,000 subscribers without any additional staff. There are a few places you can do this: A customer relationship management (CRM) system. Your calendar. A project management system.

Customer Relationship 242

Customer Relationship Customer Relationship Management CRM Customer Service 242

Comm100

OCTOBER 31, 2023

The power of instantaneous support In our hyper-connected world, immediacy isn’t just a nice-to-have; it’s a necessity. The rise of chatbots: 24/7 support Imagine offering players a support assistant that never sleeps, never takes a break, and is available round the clock. Sounds dreamy, right?

Gambling 62

Gambling Social Media Gaming Omnichannel 62

Intercom

NOVEMBER 30, 2023

Messaging is increasingly ubiquitous in our personal lives, yet we still sometimes have to pick up the phone to talk to support in the same way we did 50 years ago. Phone calls have been the bread and butter for support teams for decades, but they can’t singlehandedly meet ever-increasing customer expectations for quick and seamless support.

Start-ups 98

Start-ups Technology Technology Gaming 98

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Science supports the critical nature of specificity regarding emotions. Streamlining support processes or troubleshooting in these cases can do a lot to evoke the proper emotions.

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

CSAT.AI

NOVEMBER 23, 2022

If they are working from home send a holiday newsletter or have an ugly (or most unique) sweater contest or have a communal board on your digital workspace where agents can share recipes, customer service stories (including agent hero stories) and pictures. Support agents’ mental health. Get into the holiday spirit.

Customer Service 96

Customer Service Sentiment Analysis AI 96

ClearAction

JUNE 25, 2023

Each product team, account team, and support function focused on root cause resolution of the top 2 issues they were causing for customers. That’s determined by cutting the data from your relationship survey (or via data mining from Support comments, etc.) for each group’s own report.

CX 62

CX Data Mining Non-Profits Invoicing 62

ClientSuccess

NOVEMBER 11, 2021

Here are three leading content initiatives that can help support customer marketing: 1. Newsletter . While your marketing team may already publish a newsletter to prospects, building a customer-specific newsletter is a great way to share content with your customers. New customer case studies. Data and insights.

Gaming 52

Gaming Start-ups Sales 52

Futurelab

MARCH 20, 2022

I’ve seen CX professionals reside in Marketing, Sales, and Support, but the finding of IT was new to me. So, if you report into the head of Customer Support, which experience area do you think you’ll be focusing on? The first priority will be to ensure that the support experience is a priority. Read the original post here.

CX 130

CX CX Transformation Government Start-ups 130

SurveySensum

OCTOBER 6, 2023

A HelpDesk in-app survey is typically used after a customer or user has interacted with a company’s customer support or helpdesk team. It is designed to gather feedback on the quality of customer service, support agents’ performance, and the resolution of issues or inquiries. In-Product Survey What Is It?

Social Media 52

Social Media Start-ups Touchpoint Customer Feedback 52

Intercom

AUGUST 14, 2023

With Kinga Superson, Customer Support Team Lead at Growbots. I am a Customer Support Team Lead, and I’m responsible for delivering the best support to our customers. With his ability to handle challenges head-on, he would be adept at finding solutions and providing exceptional support to customers.

AI 52

AI Customer Service NPS Sales 52

Intercom, Inc.

DECEMBER 3, 2018

A couple of weeks ago we showed you ways chatbots can relieve your massive support queue during the holidays. By doing so, you’ll capture sales that would have likely been part of the nearly 80% who typically abandon: Tip 5: Capture newsletter subscribers within the Messenger. Not every visitor is ready to make a purchase right away.

Start-ups 128

Start-ups Sales Engineering Technology 128

Zendesk

APRIL 10, 2021

Develop your newsletter. Your email, whether it’s a newsletter or an event invite, is a canvas that you can tailor to cater to your audience as much you like. GrowthDot’s Proactive Campaigns for Zendesk Support can help you segment customers into target lists, perform personalized follow-up campaigns in just a few clicks.

Social Media 98

Social Media Machine Learning Start-ups Sales 98

DMG Consulting

AUGUST 2, 2017

Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. First came multi-channel contact centers, where various channels were supported by separate groups of agents, typically using different systems and practices. Thank you for your interest in DMG Consulting’s publications. By Donna Fluss.

Contact Center 96

Contact Center Social Media CRM Customer Relationship Management 96

Intercom, Inc.

DECEMBER 28, 2022

In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Announcing ‘The Intercom Customer Support Trends Report for 2022’. Dialing it up: The evolution of phone support. Zara Burke , Principal Editor.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

DMG Consulting

APRIL 8, 2024

To efficiently and accurately support digital and asynchronous interaction handling in addition to traditional calls, contact centers need enhanced and AI-enabled WFM solutions that are able to address the unique characteristics of all inquiry types. Signup for DMG’s free monthly newsletter. Like what you’re reading?

AI 48

AI Contact Center ML Artificial Intelligence 48

Fonolo

MARCH 6, 2019

The Contact Center Network Group supports a vital part of the customer service industry: Call centers. If you’re looking for a quick education on these industries and get to networking, be sure to sign up for their weekly newsletter, brimming with tips, tricks, and resources care of its strong member network.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Intercom, Inc.

MAY 8, 2018

Fun fact: we roughly doubled the number of newsletter subscribers from this new channel in the first two weeks!) For our in-app users, we kept a similar line up of Messenger apps, with the exception that we swapped out the app for capturing newsletter subscribers with the StatusPage app.

Start-ups 176

Start-ups Sales 176

CommBox

MAY 18, 2022

Poor Customer Service and Support. For instance, Jake is a call center manager, and he’s looking for a digital customer support solution. Jake can use customer communication software like CommBox to communicate with customers across all digital channels and deliver excellent support. You can also AI to collect data.

Social Media 98

Social Media Omnichannel Customer Acquisition Customer Loyalty 98

Futurelab

MAY 2, 2022

Sign up for our newsletter for updates, insights, and other great content that you can use to up your CX game. Cost less (e.g., Cost less (e.g., First impressions, last impressions First impressions – everything from truthful advertising to the greeting at the door or how the phone is answered – are important. Image courtesy of Pixabay.

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Intercom

APRIL 24, 2023

My role is VP, Customer Solutions, leading 140 people whose mission is to provide support throughout the entire customer lifecycle. We work with some customers that run their own companies and customer support teams. Where do you get your support leadership news? Which celebrity would be really great at your job, and why?

Voice of the Customer 105

Voice of the Customer Customer Service Customer Relationship Management CRM 105

Intercom, Inc.

OCTOBER 5, 2022

But it wasn’t until 2017 that her love for coaching led her to co-found Wherewithall , a knowledge service to help managers hone their skills to better support their teams. Most of us default to mentorship – sharing advice on what to do – when supporting others. Her latest book, Resilient Management , was born out of that.

Engineering 118

Engineering Gaming 118

Beyond Philosophy

JANUARY 4, 2024

Having that community support is particularly helpful when you encounter professional difficulties. As a family, we decided to raise money for the charity supporting her condition. My goal is that these newsletters are useful for you and help you make the changes you need to make in your organization to reach your goals.

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97

DMG Consulting

OCTOBER 13, 2023

Contact centers are indeed highly complex; they can use more than 45 different interoperable systems and applications to support both live and automated agents. Signup for DMG’s free monthly newsletter. The more complex the operating environment, the larger the potential benefits and contributions from applying AI.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Futurelab

MARCH 20, 2022

Sign up for our newsletter for updates, insights, and other great content that you can use to up your CX game. Cost less (e.g., Cost less (e.g., First impressions, last impressions First impressions – everything from truthful advertising to the greeting at the door or how the phone is answered – are important. Image courtesy of Pixabay.

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Totango

MARCH 8, 2022

Supporting CS research. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Support CS managers with information and advice from the community. The community aims to provide CS leaders with practical peer support. Support and Success Boston.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Beyond Philosophy

JANUARY 29, 2022

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. Anna is not alone in this problem. Similar situations are everywhere in business today.

Management Consulting 97

Management Consulting Customer Experience CX 97

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It could be at a local restaurant, with a long-time service provider, or, like me, with a small business supporting your hobby. However, getting too personal can be off-putting in some situations.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Beyond Philosophy

NOVEMBER 5, 2022

Chance shares with us why she wrote the book, some constructive criticism for the Customer Experience movement, suggestions for a winning strategy, and step-by-step instructions for how to gain support for your ideas. Key Ideas to Improve your Customer Experience. Click here to learn more about Professor Ryan Hamilton of Emory University.

Construction 88

Construction Management Consulting Customer Experience CX 88

Beyond Philosophy

MARCH 27, 2021

Sound and Smell are an area often overlooked by organizations when it comes to the details and how it supports your brand image. Why Customers Buy: As an official “Influencer” on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.

CX 147

CX Gambling Transportation Management Consulting 147

Comm100

JULY 6, 2021

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. This level of support not only improves the customers experience – it opens up a whole new opportunity to gain leads and secure sales. Increase engagement with 24/7 support.

Sales 100

Sales Customer Service Customer Experience 100

Intercom, Inc.

JANUARY 2, 2019

Answer Bot , our support bot, learns from the questions your team is asked most by intelligently grouping similar queries. Whether it’s driving webinar signups, newsletter subscriptions, qualifying leads and booking demos, Custom Bots enable marketers and sales teams to supercharge their pipeline and capture new revenue.

Start-ups 141

Start-ups Sales CRM Technology 141

Logicalware

FEBRUARY 13, 2023

Customer support and sales often work in siloes. Sales Intelligence, together with Puzzel Contact Centre, enables you to bridge the gap between support and sales while simplifying your agents’ life for more time – and capacity – to focus on the conversations that really matter.

Sales 52

Sales Customer Service Customer Experience 52