Intercom, Inc.

MAY 13, 2022

There are a few types of call centers, and depending on the business need can be small or large. Most call centers field inbound calls from customers, while many also place outbound calls to make sales or follow up on customer requests. There are several solutions available to keep call centers running smoothly.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Don’t just pick one.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Totango

JANUARY 2, 2024

Here are just a few highlights from our conversation, and don’t forget to watch the entire lively discussion here. In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Totango

MAY 13, 2022

Onboarding is one of the first times your customer engages with your business. First, we’ll look at what customer engagement systems do and why you need one. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Video tutorials and transcripts.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Read on to find out how omnichannel customer service can help cut costs while improving customer service operations.

Omnichannel 105

Omnichannel Social Media Education Start-ups 105

Intercom

APRIL 24, 2023

With Mara Vicente, VP, Customer Solutions at Pipedrive. My role is VP, Customer Solutions, leading 140 people whose mission is to provide support throughout the entire customer lifecycle. And then life happens, and that problem is solved and you get to live the positive change and fuel from it. They won me over for life!

Voice of the Customer 105

Voice of the Customer Customer Service Customer Relationship Management CRM 105

Aquire

SEPTEMBER 21, 2021

This potentially involves abandoning well-established processes for new ones — ones that are often still being defined. United Airlines has responded to this by creating the Agent on Demand program. Agent on Demand has served thousands of passengers and proved a real boon to United’s customer satisfaction scores.

Artificial Intelligence 145

Artificial Intelligence Real Estate Innovation Start-ups 145

SurveySensum

DECEMBER 8, 2023

This extends to how you engage with them visually and emotionally In this case, creating customer-centric videos is an essential strategy for modern businesses. But, now, a question that’s on everyone’s lips is: “How do you even create customer-centric videos?” What is a Customer-Centric Video?

Sentiment Analysis 59

Sentiment Analysis Customer Feedback Actionable Insights Touchpoint 59

Intercom, Inc.

DECEMBER 12, 2019

Most SaaS companies start with a free software offering – providing a preview of their product’s capabilities before encouraging their users to grow into pro or enterprise solutions. Initially, that meant focusing on organizations with more than 200 employees. Flipping the freemium model on its head.

Sales 169

Sales Start-ups Customer Acquisition Compliance 169

Intercom, Inc.

AUGUST 6, 2018

The big difference is we have to build all our relationships at scale without having one-to-one conversations with every customer (as much as we’d like to do so). The big difference is we have to build all our relationships at scale without having one-to-one conversations with every customer (as much as we’d like to do so).

Customer Relationship 148

Customer Relationship Start-ups Education Sales 148

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Our new research reveals the impact it’s had on these teams. Healthcare startup accuRx is one of our customers that have seen their support volume go up by 10x.

B2C 217

B2C B2B Education Healthcare 217

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms.

Omnichannel 52

Omnichannel Social Media Artificial Intelligence Contact Center 52

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? What is live chat? .

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

Intercom, Inc.

OCTOBER 12, 2022

Earlier today, we announced some of our most exciting products and features yet – taking our Engage solution to the next level and enabling exciting new levels of engagement for our customers. Draw your customers in with a modern, personal, on-brand look that you can set up with just one click. Here’s what we’ve built.

Omnichannel 104

Omnichannel Start-ups Education Customer Experience 104

TeamSupport

OCTOBER 21, 2020

One of the most exciting developments has been the live chat feature that has become a staple for most websites. One of the best customer service tricks handed down through the ages, particularly when it comes to answering phones, is to put on a smile before you start the conversation. Write with a Smile.

B2B 98

B2B AI Technology Technology 98

Comm100

FEBRUARY 1, 2023

Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. With undergraduate enrollment on the decline , student recruitment has become fiercer than ever. We’ll begin with an overview of higher ed live chat. Chapters Chapter 1 What is live chat for higher education?

Education 86

Education Omnichannel B2B Customer Service 86

Comm100

SEPTEMBER 4, 2022

Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? Live Chat ROI Calculator. Calculate now.

Customer Service 97

Customer Service Start-ups Government Customer Expectations 97

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. We didn’t want to eliminate the option of phone support – calling is still one of the best ways to resolve complex issues – but rather to expand our customers’ options.

Start-ups 98

Start-ups Technology Technology Gaming 98

Comm100

SEPTEMBER 25, 2021

With the revelation that up to 75 percent of consumers expect to see a live chat offered over any other communication channel, companies and businesses are now prioritizing investment in white label chat software to better service their customers and improve their response times. Features and functionalities of a white label live chat.

Non-Profits 88

Non-Profits Customer Satisfaction Start-ups Customer Experience 88

Myra Golden Media

FEBRUARY 6, 2018

I talk about how to make your answer the definitive solution in the short video below. In the video I made for you, I share an example one of my clients shared with me. He worked on the escalation team for a Timeshare company. It lived on even after the owner died.

Customer Service 139

Customer Service 139

Logicalware

DECEMBER 15, 2021

Today we’re excited to launch Digital Engagement – a new solution for delivering digital-first customer experiences. You then browse through a few models and linger on the top machine. You then browse through a few models and linger on the top machine. This can be delivered through automated chatbots or via live channels.

Customer Service 98

Customer Service AI Start-ups Sales 98

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. The likes of McMaster University, Montgomery College, and California State University have turned to Comm100 Live Chat to help them achieve this. Security & compliance .

Compliance 78

Compliance Education CRM Healthcare 78

Hodusoft

JANUARY 3, 2024

An era where agents can work from anywhere in the world without being tied to one particular place. In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. billion by 2030. What is CCaaS? What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Intercom, Inc.

NOVEMBER 20, 2018

The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. You can message companies on social media just like you’d message your friends. You can resolve complex issues through live chat in a matter of minutes. At Loom , we think we’ve found the solution – video.

Social Media 146

Social Media Sales Customer Loyalty Start-ups 146

TeamSupport

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. A Picture—or Video—Is Worth a Thousand Words.

B2B 98

B2B Start-ups Customer Service 98

Logicalware

JANUARY 19, 2024

The current state of repair services In the aftermath of the COVID-19 pandemic, Housemark reports a one-third increase in repair completion times, strongly correlating with a decline in tenant satisfaction levels. However, for non-urgent repairs, it can take up to four weeks before a field operative attends the tenant’s home.

Technology 52

Technology Technology Compliance Omnichannel 52

Intercom, Inc.

SEPTEMBER 9, 2022

In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down with Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years. Des Traynor: Welcome to Intercom On Product, episode 18.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. 76% get frustrated when this doesn’t happen. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 63

Customer Service Omnichannel Customer Satisfaction Touchpoint 63

Comm100

JANUARY 25, 2022

Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp , live chat is by far the most satisfactory way to communicate with a company, with customer satisfaction at 73% for live chat compared to 51% for email, and 44% for phone. Offer more personalized and genuine support .

Omnichannel 92

Omnichannel Social Media CX AI 92

Intercom

AUGUST 14, 2023

With his ability to handle challenges head-on, he would be adept at finding solutions and providing exceptional support to customers. By remaining resilient, I can maintain a positive attitude and persist in finding solutions, ensuring customer satisfaction and building trust. What’s your greatest productivity hack?

AI 52

AI Customer Service NPS Sales 52

SurveySensum

JANUARY 4, 2024

But here’s the catch – it’s not a one-size-fits-all solution. Use Case: Mutual Fund Company The Challenge A prominent mutual fund company was on a mission to boost its customer retention rate by identifying issues in customer interactions. However, the issues arise when its feedback is not properly analyzed.

Text Analytics 52

Text Analytics NPS Customer Loyalty Actionable Insights 52

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat.

Customer Satisfaction 72

Customer Satisfaction Sales Education Compliance 72

Logicalware

JANUARY 25, 2022

Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Around 71% of contact centres in the UK currently use cloud-based contact centre solutions, according to ContactBabel. If cloud technology was the superhero of 2020, video was its sidekick.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Fonolo

AUGUST 5, 2021

When employees are far apart, proper training tools can drive employee engagement and help ensure everyone is on the same page. When employees are far apart, proper training tools can drive employee engagement and help ensure everyone is on the same page. How to Foster Agent Engagement in a Hybrid Contact Center.

Contact Center 159

Contact Center Start-ups Technology Technology 159

TeamSupport

MAY 31, 2023

And while these times are tough, there are proactive technological solutions that can ease the burden of maintaining positive customer experiences during workplace challenges. These are not your chatbots of the past that were difficult to navigate and left you desperate for live human support.

Customer Service 98

Customer Service Social Media Healthcare Omnichannel 98

Beyond Philosophy

AUGUST 6, 2022

Recently, I vented a bit of my frustration on LinkedIn and asking has the world gone mad? The reader’s replies voiced many opinions about the possible causes and solutions for these declining experiences. For example, one reader shared her perspective as a Dutch person living in Britain. Thanks very much.

Management Consulting 97

Management Consulting Customer Satisfaction Customer Service Customer Experience 97

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center unifies all communication channels and allows customers to communicate with you however they prefer — whether that’s via phone, social media, email, text messaging, video, or live chat. Omnichannel, on the other hand, stitches all these channels together into one cohesive whole.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98