Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. More and more, brands are relying on customer self-service methods to cut costs, increase the efficiency of their live agents, and improve the overall customer experience.

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

SurveySensum

NOVEMBER 16, 2023

On-Page Surveys Side Tab Surveys Slide Up & Bottom Bar Surveys Pop-Up Surveys Feedback Button Survey Exit Intent Survey Usability Testing Social Media Community Forums and Discussion Groups Product Reviews 1. Brand Example Shopify Community, an online forum, showcases the effective use of community forums and discussion groups.

Customer Feedback 52

Customer Feedback Social Media E-commerce Innovation 52

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Level 1 customer support consists of staff who have a foundational knowledge of products and services.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Intercom, Inc.

SEPTEMBER 17, 2020

Far from being a forum for toxicity, Kyum argues that their platform encourages empathy and empowerment and that, used correctly, anonymity can be a force for good. I learned so much, I had so much fun experiencing everything from sales, sales management, operations, customer service. Short on time? And frankly, I love it.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Fonolo

NOVEMBER 8, 2022

Work with your agents and set expectations around providing consistent and high-quality service to your callers. Prioritize Self-Service Solutions. When it comes to contact center technology, self-service solutions are the way to go! Self-service doesn’t always need to be high-tech. Develop and Support Online Communities.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Shep Hyken

JULY 19, 2022

Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it. Shep Hyken is a customer service and experience expert,? How does the GigCX work?

Contact Center 112

Contact Center CX Innovation AI 112

TeamSupport

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Providing good customer service fosters trust and loyalty among clients. These self-service options provide a convenience factor for customers, and enable support teams to focus on working through more complex issues.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

TeamSupport

MARCH 18, 2024

This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. Let's just get right into it!

Artificial Intelligence 40

Artificial Intelligence AI Gaming Sales 40

Zendesk

JANUARY 17, 2024

Living in a digital world, our concept of community transcends geography to include the virtual spaces from which we connect, share, learn, and grow. This same notion of community has been a part of Zendesk for many years, as Partners in our ecosystem seek one another’s expertise across industries, technologies, and languages.

Innovation 52

Innovation Sales CX Technology 52

Intercom, Inc.

JANUARY 27, 2021

These valuable insights help the team to create blueprints, Christine explains, to map out their support strategies across their proactive, self-service, and human support offerings, saying: “Part of it is creating these recipe cards, these blueprints of success that help to intertwine the three pillars of support. The measure of success.

Close the Loop 165

Close the Loop Machine Learning Start-ups Customer Relationship 165

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Stephanie Comardelle, VP Global Customer Success & Services, Extreme Networks. Jamie Bertasi, President and COO, Totango.

Engineering 91

Engineering Sales Customer Experience 91

Zendesk

DECEMBER 4, 2020

So, when it comes to customer service, web self service is no longer a trend — it’s an expectation. Give them direct access to the answers and help they need through web self service. What is web self service? What is web self service? Your customer service agents will thank you, too.

Artificial Intelligence 98

Artificial Intelligence Customer Satisfaction Start-ups Customer Experience 98

Totango

SEPTEMBER 20, 2022

Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. A knowledge base that includes community-sourced tips and tricks. Grow a Supportive Community. Incorporate Customer Feedback to Improve Your Products and Services.

B2B 82

B2B Net Promoter Score Education Social Media 82

Zendesk

APRIL 5, 2022

According to the Zendesk Customer Experience Trends Report 2022 , 73 percent of company leaders say there’s a direct link between their customer service and business performance. It’s all about providing buyers with the tools, training, and resources they need to successfully use your products or services. How do you make that happen?

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

Win the Customer

JUNE 13, 2023

When customers see that others have already chosen a product or service, it creates an inherent sense of trust. Fostering a Sense of Community Humans are social creatures by nature, and we yearn to be part of something larger than ourselves. When customers are enthusiastic about your product or service, they become your best advocates.

Customer Experience 52

Customer Experience Social Media Innovation Customer Loyalty 52

Zendesk

MAY 4, 2023

I’ll be covering Relate for my audience, and in the final days leading up to the event, I had the opportunity for a quick Q&A with event emcee Nicole Saunders, Director of Community at Zendesk. We’re also going to do a follow-up event in the Zendesk Community a couple of weeks after around those capabilities.

AI 96

AI Start-ups Customer Experience CX 96

Zendesk

MAY 5, 2022

In particular, as a year-round connection point, a company’s user groups offer a way for customers to routinely connect with industry peers and the company to provide feedback about how they’re using the company’s product or service. These groups or chapters can become intimate communities of clients who share similar challenges and goals.

52

52

Intercom, Inc.

JUNE 13, 2022

are service marks of Bain & Company, Inc., This allows our customers down under to stay ahead of future regulations, as well as the possibility of reduced cost of access for consumers, due to lower Internet Service Provider (ISP) spending on international bandwidth. Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score?

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Zendesk

NOVEMBER 15, 2021

Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat their customers. You can talk the talk about your great products or services, but building customer trust means walking the walk. Make excellent customer service a priority.

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty. The customer is making an evaluation of your products and services based on perceptions and lived experiences.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97

Zendesk

APRIL 28, 2021

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. When customers prefer self customer service.

Start-ups 98

Start-ups AI Customer Service Customer Expectations 98

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. The Customer Success Community online forum.

Education 70

Education Innovation Customer Service 70

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. The Imminent Chatbot Transformation: A New Era to Succeed a Disappointing History Why do most chatbots disappoint? A big topic of discussion?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Zendesk

APRIL 6, 2021

Instead of asking customer service reps to put out every fire, empower customers to find their own solutions whenever possible. When your company masters customer self-service, you make it easy for consumers to solve their own issues without having to send an email or make a call. What is customer self-service? Community forum.

Engineering 52

Engineering Omnichannel AI Start-ups 52

Zendesk

JUNE 15, 2021

A strong community of loyal advocates can serve as an extension of your sales and support teams and offer unique insights and experiences that benefit other customers and your company. At Zendesk, we offer our Luminaries program to connect with the boldest and brightest in our community. Sales: Advocates boost brand awareness.

Sales 64

Sales Net Promoter Score Social Media CRM 64

TeamSupport

DECEMBER 6, 2022

As your customers expect more and more from your business, it’s likely that your business will be hard-pressed to deliver speed and quality service that meets their expectations. These automation tools tend to have poor routing or self-service options , and only pile up the tickets or frustrate customers. Empower self-service.

Customer Satisfaction 52

Customer Satisfaction Customer Expectations Customer Service Customer Experience 52

Intercom, Inc.

JULY 2, 2020

NewVoiceMedia (now Vonage) estimates businesses lose $62 billion every year as the result of bad customer service. While these technological advances are impressive, Pam reminds us these tools ultimately exist in service of one thing: the customer. They’ve probably even visited your community forum. As Pam tells it: .

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

CX Journey

NOVEMBER 22, 2017

In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there's phone, email, FAQs, knowledge bases, forums, chat, social media, and much more. Online communities have become a popular alternative lately. Companies get. Companies get.

Social Media 0

Social Media Customer Retention Start-ups Customer Satisfaction 0

Zendesk

MARCH 23, 2023

Achieving product-market fit Ten years ago, if you searched for “how do I integrate x and y” platforms, you’d probably get a list of results that link to an API, or maybe a blog post or community forum. With new tools being created and joining the Zapier community every day, companies could unlock thousands of integrations over time.

Engineering 52

Engineering Technology Technology 52

CX Accelerator

OCTOBER 9, 2018

VoC Open Forum – Eventbrite, a software company based in San Francisco, boosts an innovative VoC program which has been integrated into the fiber of their day-to-day operations. Over time, we’ve been able to generate trending reports and establish priorities based on the combined data set. It’s nearly free, and extremely effective.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

SurveySensum

JANUARY 26, 2024

Understanding how customers become aware of your brand, products, and services is crucial for laying a solid groundwork for their journey. So, ensure that your pricing is competitive within your industry and communicate the unique value propositions and benefits of your product or service.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

SurveySensum

SEPTEMBER 5, 2023

SurveySensum, for instance, exemplifies this level of support with a remarkable Service Level Agreement (SLA) commitment of just 2 hours. Empower customers with self-service help for quick issue resolution. 67% of users prefer self-service support, with 91% saying they would use a knowledge base. And guess what? By gamification.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

NOVEMBER 22, 2023

That’s why use your social media accounts as virtual community bulletin boards. Email : Extend your reach through email communication. Community Forums: Dive into industry-specific forums and online communities to connect directly with your audience. billion active social media customers.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

TeamSupport

JUNE 3, 2020

In Part 2, we explore all of the self-service options available within the TeamSupport platform. Community: Sometimes, you want to learn from your peers, someone who has experienced your exact issue and how to solve it. Even better, our own product specialists monitor this forum and join in the discussion. Help Yourself.

B2B 64

B2B Education Start-ups Technology 64

Totango

MAY 3, 2019

After a customer purchases your product or service, begin nurturing a fruitful customer relationship by helping the customer learn to fully adopt your product. Here are some useful tips for improving customer engagement and loyalty: #1: Offer Responsive Customer Service. 3: Help Customers Build a Community.

Customer Loyalty 78

Customer Loyalty Start-ups Social Listening Customer Relationship 78

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

SurveySensum

FEBRUARY 13, 2024

User Experience means how people get and engage with a service or a product. Creating detailed customer profiles is key; it allows you to tailor your services and products to meet user expectations. Strategy 2: Design for Simplicity and Intuitiveness When creating your product and services, remember: that simplicity is key.

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52