Intercom, Inc.

AUGUST 31, 2021

And with our transactional deliverability feature, you can make sure customers always get your transactional emails, even if they’ve unsubscribed from the rest. When it comes to messaging your customers, there are some messages you want them to see, and some messages they need to see. What is transactional messaging? Renewal reminders.

Engineering 218

Engineering Start-ups Gaming Customer Experience 218

Inside Customer Service

MAY 12, 2022

You've never been there before and don't know the address. There are several ways you could find it: Plug the name of the coffee shop into your maps app. There's probably several other ways to find your way there, but the point is you'd figure it out. It seems like an easy choice.

Customer Retention 147

Customer Retention Start-ups Customer Service 147

Intercom, Inc.

AUGUST 20, 2020

We caught up with Alex for a chat that ranged from how social media affects the human condition to why it’s important to build tech that contributes to our existence. From public events to social media likes, the way we measure success can often be deceptive, and indeed outright harmful. Short on time?

Technology 243

Technology Technology Social Media Start-ups 243

Intercom

FEBRUARY 22, 2023

Indeed, it’s already being talked about in the same terms as the most transformative communications innovations ever invented. Instead of professing its undying love or deep ennui, ChatGPT remained composed, professional, surprisingly witty, and nothing less than fascinating.

AI 119

AI Start-ups Technology Technology 119

Inside Customer Service

FEBRUARY 18, 2021

A year later, nothing substantial has been accomplished. It ends badly. Not every organization is this way. A few leaders broke the cycle and did it right. A few leaders broke the cycle and did it right. It was trash day, and his trash bins were lined up in front of his driveway. Now he had to stop.

Customer Satisfaction 283

Customer Satisfaction Start-ups Customer Service Customer Experience 283

Steven Van Belleghem

SEPTEMBER 28, 2022

I always try to focus on the hopes, not the fears. When I went to see Top Gun 2 with my family, we loved it so much that it inspired me to create a new concept, which I called the “ Top Gun Effect ”: it’s about creating CX experiences that are simple and old-fashioned ‘feel good’ done right. Something fun.

CX 113

CX Social Media Sports Innovation 113

Intercom, Inc.

MAY 20, 2019

As a designer on the management path, a large part of my focus has been to help individual contributor (IC) designers to develop in their role. As a designer on the management path, a large part of my focus has been to help individual contributor (IC) designers to develop in their role. What about in five years? What’s next for me?

Engineering 223

Engineering Innovation AI 223

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. AI has been quite overhyped in the past. The hype strikes back.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Beyond Philosophy

APRIL 4, 2024

Listen to the podcast: I have been ghosted. I find this strange since I am married and have been for decades. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. It feels like he disappeared off the face of the earth. However, it is common today. sounds astonishing.

Social Media 60

Social Media Sales Technology Technology 60

Intercom, Inc.

APRIL 8, 2021

When he started the company with his partner about 10 years ago, the healthcare industry felt like it was still stuck in the past, technologically speaking. Clinics were still using various systems with unintelligible interfaces and hosting their software on on-site servers, making it impossible to access information from anywhere else.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Intercom, Inc.

FEBRUARY 25, 2021

In fact, in 2019, she literally wrote the book on it – Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Then, you need to arrange your customers into groups or personas according to their pain points, their needs, the ways they interact with your brand.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Fonolo

JANUARY 19, 2023

It’s worth the effort, we promise. FACT: It costs 30-50% of their salary to replace an entry-level employee. Low wages are a factor Higher compensation is always a good place to start. Low wages are a factor Higher compensation is always a good place to start. The numbers are sobering. Bottom line? DID YOU KNOW?

Data Entry 155

Data Entry Contact Center Education Social Media 155

Intercom, Inc.

NOVEMBER 12, 2020

Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. Welcome to S.H.O.P., our series examining the changes in retail and commerce. Learning from B2B.

Retail 221

Retail B2C B2B Manufacturing 221

Inside Customer Service

FEBRUARY 10, 2022

"It just takes a lot of effort to get things done." It had a good product and she was successful, but something was gnawing at her. My friend explained that it was becoming increasingly difficult to hit her sales targets. Why is it important? How can you make it better? What is internal customer service?

Customer Service 130

Customer Service Contact Center Retail Sales 130

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar? Almost Perfect.

Retail 161

Retail Artificial Intelligence AI Start-ups 161

Intercom, Inc.

MARCH 9, 2022

In an episode of our Intercom on Product podcast , our co-founder Des summed up the output vs outcomes relationship in this way: “it’s what you ship versus what happens because of the thing you ship.” Here’s how we do it: We frame the outcomes we’re aiming to drive upfront. At Intercom, shipping is just the beginning.

152

152

Intercom, Inc.

JULY 29, 2021

And so, Mark Rudden and his team had to figure it all out by themselves. In fact, in some form or another, he’s been working in sales for most of his career. Onboarding, but make it remote. It turns out that hypergrowth is less about hiring people and more about creating onboarding and training processes and opportunities.

Sales 223

Sales Start-ups Engineering Finance 223

Beyond Philosophy

AUGUST 3, 2023

I am sharing it here, too, since many of you probably have the same question. Preparing for the next thing (and getting out of the last thing before it disappears) are essential skills for a long career. Preparing for the next thing (and getting out of the last thing before it disappears) are essential skills for a long career.

Sales 78

Sales Social Media Management Consulting Start-ups 78

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Problem-solving skills that always produce the best outcome for the customer. Empathy towards customers so they feel heard and understood every step of the way.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. Instead, it’s helpful to think of it as regular part of your workforce management. What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Beyond Philosophy

DECEMBER 29, 2022

Lesson #1: You can never go back to the way things were. We have been waiting for things to return to normal for the past couple of years. ” However, as it turns out, there never was a normal. So we are not going to go back to the way things were. So we are not going to go back to the way things were.

CX 78

CX Customer Experience 78

UJET

NOVEMBER 16, 2020

It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The pandemic has been tragic, but there is nothing inevitable about its impact on companies.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138

Intercom, Inc.

NOVEMBER 17, 2021

Fortunately, it’s not as elusive as you might think, and it can definitely be taught — writing coach Leslie O’Flahavan has spent over two decades doing just so. Leslie, a writer and reader born in a family of writers and readers, has been fascinated by language ever since she was a kid. Use plain language.

Start-ups 118

Start-ups Social Media Customer Service Government 118

Intercom, Inc.

JANUARY 14, 2021

When it comes to making something people want, Hubert Palan always does his homework. The best way to know your customers is through feedback. Use it to make better product decisions. Support tickets, chat threads, and conversations have plenty of information waiting to be distilled.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

MAY 16, 2022

Workshops are about getting stuff done, and are often used as milestones to start things or make decisions. Workshops are about getting stuff done, and are often used as milestones to start things or make decisions. “As It takes clear and deliberate planning to run a kickass workshop. Decide when and where it will be.

Start-ups 245

Start-ups Gaming Technology Technology 245

ECXO

JUNE 11, 2023

It is always our pride and joy to bring a Smile to everyone we come in touch with. 
 Putting our customers at the heart of everything we all do” is easier said than done. Putting our customers at the heart of everything we all do” is easier said than done. A simple smile can make a huge impact.”

Customer Experience 122

Customer Experience Government CX Customer Loyalty 122

Beyond Philosophy

SEPTEMBER 3, 2020

While most people agree that this is true, we don’t always do what it takes to build trust. It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. One way to show you are genuine is with contracts. Be authentic.

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

Intercom, Inc.

DECEMBER 20, 2022

 We’re not going to lie, 2022 was a challenging, nerve-racking, gripping beast of a year, but here we are at the end of it – and there’s plenty to be thankful for. In this wrap-up of the year’s best bits, you’ll hear from: Paul Adams , Chief Product Officer at Intercom. Anna Griffin , former Chief Marketing Officer at Intercom.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Lumoa

NOVEMBER 7, 2022

I’ve been self-isolating” would be equally unusual. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. Check out our article “Customer Experience, whose business is it?” That’s because it works.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Intercom, Inc.

MARCH 6, 2018

One of the things we can do to implement this value is to be open and honest with each other about our strengths and weaknesses, with a willingness to learn and always keeping in mind that we can do better next time. One of Intercom’s core values is that we’re serious about wanting to be the very best. That’s where retros come in.

Start-ups 213

Start-ups Engineering 213

Intercom, Inc.

OCTOBER 13, 2021

We realized that the infrastructures, practices, and processes we’d been using were struggling to operate efficiently at our new scale. As manager, it meant that I often had to jump in and help out with everyday tasks rather than focusing on the team’s direction, strategy, and professional development.

Engineering 129

Engineering 129

Intercom, Inc.

MARCH 3, 2020

So if you’re considering a design job at Intercom , we won’t make it harder by forcing you to read our minds or guess about what we value. Instead, we’ll tell you exactly what we look for – and why it matters to us. We’re confident this won’t help people game our system, but it will give you the best chance to show us your strengths.

Engineering 290

Engineering Gaming 290

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. She’s been coaching business leaders for over 30 years, helping them build more customer-centric initiatives and create long-lasting, memorable relationships with their customers. What will your legacy be? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

MAY 26, 2021

Every company, organization, or team has a set of values – they may or may not be codified and written down, but they exist in the way the people behave and treat one another. Intercom’s company mission has always been to “make internet business personal”. We always assume good intent, and we deeply value kindness and empathy.

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

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

Intercom, Inc.

OCTOBER 12, 2022

At Intercom, we understand that the best way to engage your customers is by delivering the right message, to the right person, at the right time. We’re committed to building a product that helps you understand your customers’ goals and solve their problems in a personalized, contextual way. . It’s not our Messenger, it’s yours.

Omnichannel 104

Omnichannel Start-ups Education Customer Experience 104

Intercom, Inc.

SEPTEMBER 12, 2018

In many ways, how we do business today is a model of efficiency and convenience – people come to our websites and we sell to them. First, customers and prospects don’t visit your website for a chat, they come to get something done – they want to buy something, or solve a problem, or get an answer. Enabling the best interactions.

Sales 144

Sales Agriculture Invoicing Start-ups 144