Execs In The Know

APRIL 28, 2022

Are you looking for the smartest way to support customer care while protecting your brand? Contact centers with an eye to the future are adopting attended automation to support their teams and their business. Agents have more cognitive bandwidth to do the job they were hired to do: provide an empathetic customer care experience.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Intercom, Inc.

SEPTEMBER 30, 2021

Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, eager to get into software and product design, she moved to San Francisco. You need both automation and human interaction. It’s all about the family setting.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

Innovation 78

Innovation Customer Service Omnichannel Social Media 78

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

SurveySensum

OCTOBER 13, 2023

Not so long ago, automation used to be the bugbear of the customer experience. Certainly from the customer’s point of view. Automated helplines that didn’t help and online support that flopped were most people’s encounters. Today, businesses that don’t employ automation risk falling by the wayside.

Customer Experience 52

Customer Experience Customer Satisfaction AI Retail 52

Intercom, Inc.

JANUARY 3, 2020

Chatbots are supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes. We need these chatbot interactions to be frequent enough to make a real impact on team capacity but thoughtful enough that they protect our hard-won customer relationships. But there’s some tension at play.

Start-ups 222

Start-ups Customer Relationship 222

Zendesk

FEBRUARY 29, 2024

Route Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. Next Matter Next Matter (Support) connects tasks, teams, tools, and external people in automated workflows, designed to work exactly like you do.

E-commerce 52

E-commerce Sentiment Analysis Compliance AI 52

Intercom, Inc.

MARCH 28, 2022

Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. Third, the lines between sales, marketing, product, and support are blurring. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue?

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

APRIL 6, 2018

That means building multiple new products, each with their own signature brand voice. As the head of content marketing at eFounders, I’ve come to rely on a loose framework to make these products talk, interact and connect with their users, each with their own, readily recognizable voice. Above all, why should anyone care?

Construction 222

Construction Start-ups Sales 222

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

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service. Here are some examples of how to use AI in customer service for your business.

AI 88

AI Customer Service Machine Learning Technology 88

Intercom, Inc.

MAY 15, 2019

Now, you might not think much about that particular restaurant practice – after all, it’s just a simple customer follow-up question shortly after your food has arrived. However, there are a few lessons in this simple example of customer service that are valuable for anyone who works in customer support.

Customer Service 199

Customer Service Customer Satisfaction Technology Technology 199

Aquire

AUGUST 30, 2021

If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. What is personalized customer service? A very common one is by using automatic product recommendations.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Customer Service 98

Customer Service Social Media Healthcare Omnichannel 98

Steven Van Belleghem

APRIL 18, 2023

Only a while ago, CX practitioners actually believed that chatbots were the worst channel for customer experience delivery ; with just 6% saying their organization delivers a “very good” or “good” CX through the channel. While 55% of customers said it took too many questions for a chatbot to recognize it can’t answer their issue.

Customer Experience 78

Customer Experience AI Construction Social Media 78

SurveySensum

AUGUST 29, 2023

In the world of online shopping, where the touch and feel of a product are absent, customer opinions hold significant sway. However, the challenge lies in gathering substantial customer feedback. The ultimate goal, of course, is to amass ample customer feedback to instill trust and confidence among shoppers.

Social Media 52

Social Media Customer Feedback Touchpoint CX 52

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

Zendesk

OCTOBER 4, 2023

Olivia is a customer service agent at a bustling, understaffed customer service department. She primarily responds to written support requests, like emails and chats, and can handle 30 to 50 messages per shift. That’s the power of intelligent automation. What is intelligent automation (IA)?

Artificial Intelligence 52

Artificial Intelligence Sentiment Analysis AI Machine Learning 52

Zendesk

OCTOBER 5, 2022

This drives a focus on quality customers rather than quantity, and a need to develop loyalty and reduce churn. In this new paradigm, net retention is the name of the game, and software businesses that aim to achieve higher growth must put as much effort into caring for and expanding existing customers as they do into acquiring new ones.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Intercom, Inc.

AUGUST 12, 2020

Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprecedented volume of enquiries and issues. More powerful Inbox.

Start-ups 249

Start-ups Customer Experience Customer Service 249

Intercom, Inc.

DECEMBER 16, 2019

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. Because ABM requires sustained, one-to-one relationships with customers, sales reps have to take a consultative approach to closing deals.

B2B 189

B2B Sales CRM Touchpoint 189

Zendesk

JUNE 30, 2022

After all, acquiring new customers is expensive. Additionally, investing just 5 percent in customer retention has been shown to boost profits by a minimum of 25 percent. It clearly pays to retain your customers—but how, exactly, do you keep them coming back for more? Why is post-sale service important?

Sales 98

Sales Non-Profits Customer Retention Social Media 98

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

Lightico

DECEMBER 30, 2021

Group plans require at least a 70% participation rate, so it’s in the carrier’s best interest to provide an onboarding journey that customers glide through till the end. In addition, carriers typically offer add-ons, and an easy onboarding experience increases the probability of customers purchasing those advanced plans.

Compliance 104

Compliance Start-ups Touchpoint CRM 104

Zendesk

MARCH 7, 2022

It was not long ago that buzzwords like AI, automation and omnichannel struck a similar chord. Artificial intelligence, automation, and conversational service are no longer industry buzzwords – our data shows that over 75% of businesses are familiar with conversational service in 2022. AI & Automation. Jump to a section.

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98

Sprinklr

OCTOBER 20, 2021

Is it about listening to what your customers are saying about your brand on social media? Or, maybe, it’s about engaging with your customers with the right message, on the right channel, at the right time? Social media is now ubiquitous to the customer experience. Happier customers. Streamline customer engagement.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 49

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 49

Logicalware

OCTOBER 3, 2023

It’s no secret that customers want to feel valued when interacting with your business. In fact, 65% of customers find a positive experience to be more influential than great advertising. In these stressful times, more than ever, customers are looking for caring, empathetic customer service.

AI 52

AI Sentiment Analysis Customer Experience Social Media 52

Logicalware

JUNE 6, 2022

The adoption of chatbots has been rising steadily for years now, helping businesses not only increase conversions and sales, but also improve customer experience and satisfaction. In this article, you’ll learn a bit more about the role of chatbots in customer service and how to successfully launch a chatbot on your website.

AI 97

AI Start-ups Sales Customer Feedback 97

Execs In The Know

FEBRUARY 18, 2023

Despite uncertain economic times, contact centers can save money by implementing the following four strategies focused on increasing efficiency without sacrificing customer experience. Provide Self-Service Options Self-service options reduce the need for customers to interact with an agent, saving the contact center money.

Contact Center 52

Contact Center Artificial Intelligence Customer Satisfaction Customer Service 52

Zendesk

FEBRUARY 22, 2023

Today, customers expect to have flexible and seamless shopping experiences. This increasingly vital retail customer experience helps customers communicate with businesses on the channel of their choice and allows for connected conversations. This results in more tailored and personalized experiences for customers.

Omnichannel 52

Omnichannel Retail Social Media Customer Journey Map 52

Intercom, Inc.

JANUARY 18, 2019

However, there are a few lessons in this simple example of customer service that are valuable for all of us who work in customer support – above all, how it makes us as customers feel about the service we’re paying for. There are a few elements of this scenario that translates to customer support. Asking is what matters.

Customer Service 151

Customer Service Customer Satisfaction Technology Technology 151

Zendesk

MARCH 24, 2023

Many employees are still remote, and customers expect to connect with your company on their mobile devices. Customers must be able to get the information they need, on demand. Set up automated self-service for low-value customer interactions Customers want fast answers, and they want to get information on their own.

AI 52

AI Customer Service Social Media CRM 52

CSAT.AI

MARCH 1, 2023

To stay ahead of the curve, CX leaders must create flexible systems that allow them to quickly respond to changes in customer demand. It also means being responsive to new customer needs or requests. Businesses must decide to be agile , adapting their processes, products, or services as needed.

CX 68

CX Social Media Sentiment Analysis Technology 68

Aquire

AUGUST 11, 2021

With 66 percent of businesses saying they’ve seen an increase in requests coming in through digital channels, according to Salesforce, any company — regardless of vertical — stands to benefit from digital customer experience strategies that work. 14 digital customer experience strategies. 14 digital customer experience strategies.

Customer Experience 105

Customer Experience Omnichannel AI Social Media 105