Intercom, Inc.

APRIL 1, 2021

?. Wikipedia , the beloved, widely-known, free-access web encyclopedia is turning 20 this year. Last year, she joined us on a fascinating panel episode of Inside Intercom , where we talked about allyship, representation, and privilege. We need to address these historical gaps to get the full story.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Intercom, Inc.

AUGUST 10, 2021

Your brand is how your company presents itself to the world, but inevitably there will need to be slight adjustments needed along the way. Your brand ? your logo , for example.) So as your business grows, it’s natural that your brand will need to grow with it. Stress testing the theoretical.

257

257

ECXO

FEBRUARY 26, 2024

I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. From choosing what to wear, what to eat, and where to go, to making significant choices about health, finance, and relationships. And this led me to write this article.

E-commerce 115

E-commerce Sales Social Media CX 115

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom, Inc.

DECEMBER 9, 2022

In fact, to Fergal Reid, the change in capability that we’ve seen over the last year suggests this space could be “as big as the internet.” You can follow on iTunes , Spotify , YouTube or grab the RSS feed in your player of choice. What follows is a lightly edited transcript of the episode. What happened?

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

SEPTEMBER 2, 2021

At a product-first company like Intercom, our product marketing team has always had a crucial role – and over the years, we have often discussed how we approach product marketing. And as we’ve matured and begun to cater to new segments, a wider range of use cases, and upmarket customers, product marketing’s role has evolved and expanded.

Start-ups 211

Start-ups Sales Engineering 211

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. or “what would Walter White look like if he were in Animal Crossing?”. We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As I believe – or actually, know – that a well executed VOC programme is essential for any company that wants to be customer centric, this pains me.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Fonolo

DECEMBER 8, 2023

We’ve gazed into the crystal ball here at Fonolo, and we see fascinating changes coming down the pipe for the year ahead. There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Futurelab

MAY 2, 2022

Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Intercom, Inc.

AUGUST 25, 2021

This month marks 10 years since Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee launched Intercom and began their mission to make internet business personal. Here, we look at 10 highlights from 10 years of Intercom, from our first pitch deck to the evolution of our product, our story, and our team.

Start-ups 220

Start-ups Customer Expectations Sales Innovation 220

Futurelab

MARCH 20, 2022

Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Intercom, Inc.

NOVEMBER 30, 2022

At this year’s Web Summit conference in Lisbon, I gave a talk on how businesses should think about weathering these tough economic conditions, and indeed how they can actually find growth during them. Because my God it’s been a mess of a year for our industry. ” Last year really was “the best of times” wasn’t it?

Engineering 151

Engineering E-commerce Start-ups B2B 151

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential.

Contact Center 246

Contact Center Education AI Start-ups 246

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Let’s hear what Boehme has to say.

Sales 78

Sales Customer Experience 78

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Beyond Philosophy

SEPTEMBER 21, 2023

However, prices on Amazon have crept up over the years, too. Price Image Is Affected by Non-Pricing Experience Details It is important to remember that non-price factors drive your reputation for pricing. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation.

Non-Profits 88

Non-Profits Construction 88

Intercom, Inc.

AUGUST 25, 2022

Mark is an award-winning journalist and digital media innovator with a career in broadcast news that spawns over 20 years – from his very first report on a prison riot in Dublin, to his award-winning reporting from war-torn Afghanistan. You can follow on iTunes , Spotify , YouTube or grab the RSS feed in your player of choice.

Social Media 208

Social Media Machine Learning Start-ups Government 208

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Here are 8 better Voice of Customer practices: 1.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Our approach to crafting a story begins with asking “Why?”. People don’t buy what you do, they buy why you do it.

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Intercom, Inc.

JULY 16, 2020

By Loren Padelford’s estimate, tech is one of (if not the only) industries in the world where the more money you spend, the worse your experience becomes. Loren, the General Manager of Shopify Plus , was hired to topple conventional notions of what enterprise software could (and should) look like.

Artificial Intelligence 226

Artificial Intelligence Business Growth Sales Technology 226

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. You probably have your version of this story for some part of your life, too. Listen to the podcast: Personalization is a key element in doing business today.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. Don’t Be Like the Milkman.

Customer Experience 179

Customer Experience Start-ups CX 179

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Intercom, Inc.

FEBRUARY 17, 2022

Over the years, Doug realized something. Doug firmly believes in embracing the confidence, energy, and passion you put into your work, so much so that he built a business on it. Doug firmly believes in embracing the confidence, energy, and passion you put into your work, so much so that he built a business on it. Short on time?

B2B 209

B2B Start-ups Education Entertainment 209

Inside Customer Service

SEPTEMBER 16, 2021

"The shipping container is stuck in customs." Backorders were piling up and customers were getting agitated at the wait. We had been getting a slew of angry phone calls and emails from customers who wanted to know why their order hadn’t arrived. This might seem like a modern story, but it happened to me over 20 years ago.

Start-ups 189

Start-ups Customer Service Customer Expectations Customer Experience 189

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. What’s the silver bullet there? It’s hard work.

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

Beyond Philosophy

FEBRUARY 23, 2023

Flower asks, “How can I increase prices and not lose customers?” I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. You can decrease your prices.

Start-ups 78

Start-ups Social Media Education Customer Relationship 78

Intercom, Inc.

JUNE 30, 2022

?. For years, people have been abusing surveys. Caroline Jarrett became interested in forms around 30 years ago while delivering optical character recognition systems to the UK Inland Revenue, which included processing tax forms. You can follow on iTunes , Spotify , YouTube or grab the RSS feed in your player of choice.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Intercom, Inc.

AUGUST 26, 2021

A decade ago, a small group of friends — our co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee — realized that the impersonal, transactional way of doing online business just wasn’t cutting it for customers anymore. A collection of our homepages over the years. Liam Geraghty: Hi there.

Start-ups 223

Start-ups Finance Customer Feedback Customer Expectations 223

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Story #1: The European Super League Creates a Super Big Backlash.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Intercom, Inc.

DECEMBER 21, 2021

Another year draws to a close, and there won’t be many people sorry to leave this one behind us. It has often felt like a year we’d rather forget, even if it turns out to be a year we’ll long remember. Below, the editorial team here at Inside Intercom pick out a selection of our favourite pieces from the past year.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Fonolo

FEBRUARY 9, 2023

This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. What is the Purpose of Service Levels? The longevity of service level is astonishing if you consider the enormous changes that have occurred in customer service technology over the last few decades.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142