Intercom, Inc.

JUNE 12, 2018

In the past month, we’ve shipped 7 new features to help you further automate your funnel, streamline your handoffs and customize your Messenger: Get leads to the right reps faster by auto-assigning them to their account owners in Salesforce. What does this mean? What is their business type – B2B or B2C?

B2C 174

B2C Start-ups B2B 174

Intercom, Inc.

SEPTEMBER 7, 2018

Marketing teams, on the other hand, focus on volume and capacity from a different angle – what sort of volume of leads and opportunities can they create and what sort of activities can they perform with the capacity they have? Here are 8 new features that will help you grow your business. Code-free customization.

Close the Loop 123

Close the Loop Start-ups Sales Customer Feedback 123

Intercom, Inc.

NOVEMBER 5, 2018

In the past month, we have released seven new features to help you deliver more personal experiences at scale through both intelligent automation and a data-driven understanding of your customers. To send a Video Bot, create a new Custom Bot and click the video icon shown below: 3. Get the right conversation context, faster.

Start-ups 120

Start-ups Sales AI Customer Experience 120

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. Here are some considerations to take into account when looking for a new customer success platform: 1. The post Searching For New Customer Success Software?

CRM 52

CRM 52

Intercom, Inc.

DECEMBER 4, 2018

At Intercom we think a lot about what it means to deliver a differentiated customer experience. We know companies are using our suite of products across the entire lifecycle to engage website visitors, onboard new users, upsell trial users and support existing customers. Read on to learn more about what we shipped last month: 1.

Net Promoter Score 99

Net Promoter Score Customer Experience NPS Start-ups 99

Customer Think

FEBRUARY 22, 2024

I suppose this article could have been titled “what do I wish I had known or done in my first day as a salesperson?” – and maybe I might have benefited from reading it then. This article was initially published in issue 10.1 of the International Journal of Sales Transformation. But that was a long […]

Sales 59

Sales 59

Heart of the Customer

JULY 27, 2017

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience. The post “I’m new to CX – what do I do?”

CX 94

CX Customer Experience 94

Intercom, Inc.

APRIL 3, 2019

Over the past month, we’ve released brand-new features to help you provide a more personalized experience for your visitors, leads and customers, and we’ve made it easy to do so even at scale. If you need help, see our new collection of docs on ABM. A new home for security related settings.

Invoicing 112

Invoicing Start-ups Sales Customer Experience 112

Customer Think

OCTOBER 18, 2021

I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens. I admire how Harari wa.

Innovation 75

Innovation Customer Experience 75

Knowmax

JUNE 16, 2022

The post Decision Tree vs Flowchart: What Is The Best Solution For New-age Customer Service? appeared first on Knowmax.

Customer Service 52

Customer Service 52

Fonolo

MARCH 28, 2018

It’s a new era. Declaring the start of “a new era” is always somewhat arbitrary, but it is still useful to pick a start-date, and I think this year’s Enterprise Connect is a solid candidate. These platforms will a) lower the barrier-to-entry for new products and b) lower prices. What could this world look like?

Engineering 59

Engineering Start-ups Contact Center Innovation 59

ClientSuccess

JULY 20, 2020

If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times. Implementing a new customer success platform can be an exciting and overwhelming experience. The post Adopting a New Customer Success Platform?

Start-ups 69

Start-ups Innovation Customer Experience 69

C3Centricity

DECEMBER 1, 2018

This shorter than usual post was inspired by a great question on Quora about how to get new clients. There are days, weeks and months of highs and lows, but keep remembering why you’re doing what you’re doing. Isn’t that what we all want? What were your past customers’ similarities? Here is my answer.

Social Media 48

Social Media Start-ups 48

Inside Customer Service

APRIL 11, 2024

Customer Service Foundations focuses on the three essential skills : Rapport Understanding (includes listening) Solving (includes serving upset customers) The course is ideal for people new to customer service. Tell your team about the training and what to expect. Address three questions for participants: What is the training about?

Customer Service 219

Customer Service Start-ups Customer Expectations 219

Futurelab

APRIL 26, 2024

What do these consultants know about engineering anyway? A top practice in New York installed the machine and gave DVDs with scans to the expecting mothers. Within weeks, US clinics who received patient requests started ordering the new devices. However, the issue at hand was not bad engineering, it was poor commercialization.

Engineering 157

Engineering Manufacturing Innovation Start-ups 157

Inside Customer Service

MARCH 14, 2024

What do your eyes do when you're explaining something? It was a fun trick I discovered as a new trainer. What is the danger of using learning styles? What learners really have are preferences when it comes to how they learn. What is the danger of using learning styles? How do you take notes in a training class?

Customer Service 244

Customer Service 244

Confirmit

OCTOBER 16, 2017

As a result, organizations should have to rethink how they structure their work, design their teams, develop their employees, and ask themselves what they need to do differently to improve the talent experience. Sieracki shared: Demonstrated benefits of creating this new talent relationship.

Voice of the Employee 40

Voice of the Employee 40

Inside Customer Service

DECEMBER 7, 2023

What if managers won't attend the planning meeting? Workshop name and description Audience (who is attending training) Learning objective(s) The learning objectives section is an opportunity for the manager to explain what they hope the training to accomplish. How will I be expected to use what I learn?

Customer Service 227

Customer Service Start-ups 227

Myra Golden Media

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long.

Contact Center 62

Contact Center Customer Service Customer Experience 62

Futurelab

MARCH 15, 2024

We needed to upend the process and see what was beyond the standard operations. We developed a new insights generation and ideation process for them. It effectively “forced” those looking to innovate to look outside their typical sources for new ideas. Clients had changing needs.

Innovation 157

Innovation Start-ups 157

Futurelab

MARCH 22, 2024

Their sales manager confidently claimed: “We know what our customers want. Until we have resolved our logistical issues and built a new factory, they will be unhappy.”But What seemed to be a logistics problem turned out to be a communications issue. They demand top quality, rapid delivery, and low prices. The real deal-breaker?

VOC 157

VOC Voice of the Customer Sales 157

Adrian Swinscoe

OCTOBER 3, 2023

We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about attention, we’re actually talking about engagement – Interview with Walter Flaat of dentsu Canada first appeared on Adrian Swinscoe. Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer.

190

190

Intercom, Inc.

MARCH 1, 2022

How can businesses adapt to this new reality? How do they capitalize on the huge growth opportunities that this new era will offer?”. But how can businesses adapt to this new reality? How do they capitalize on the huge growth opportunities that this new era will offer? Why we’re hosting a virtual event.

Customer Relationship 211

Customer Relationship Customer Expectations Customer Experience 211

Intercom, Inc.

JUNE 9, 2021

That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues. We’re still remote, and guess what? We were going remote. .

Gaming 253

Gaming Engineering Start-ups Sales 253

Inside Customer Service

MARCH 31, 2022

New hire training is under pressure. The faster new employees can get to work, the better. New employees want it to be longer. I asked people on LinkedIn how long they thought new hire training should last, adding the caveat that I knew it was a trick question. Some felt new hire training is ongoing and should never end.

Customer Service 162

Customer Service Contact Center 162

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. Our all-new Inbox is built to handle the volume, speed, and scale of internet business. Let’s dive in.

Start-ups 210

Start-ups Customer Retention 210

Intercom, Inc.

JULY 13, 2021

We believe everyone performs their best when they know what’s expected of them. No one should ever have to read your mind or guess what they need to do to advance. That’s why we’re upfront with candidates about what we look for in designers before they interview with us. Determine what “good” looks like.

Scorecard 271

Scorecard Start-ups Engineering 271

C3Centricity

MARCH 25, 2024

What they all need is a strategic growth blueprint. What a waste of resources! I think that this is because all the studies I have seen on the topic concentrate on identifying what is wrong, but rarely offer help in what to change to provide more visible value to their companies. Why is this? I want to put this right.

B2C 90

B2C B2B CX 90

Intercom, Inc.

JUNE 13, 2022

Last month we turned our attention to data – unleashing new features that help you improve how you collect, access, and use first-party data to influence your product and scale your business. Without further ado, here’s what our Intercom chefs have been cooking up over the past month. New data localization with Australian Data Hosting.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Intercom, Inc.

MARCH 3, 2021

We’ve recently unveiled a new “product decision framework” at Intercom, which will help us continue to scale along with our ambitions. Vagueness on what to do with feedback. We gave this considerable thought, and have devised a new framework to shape our decision-making. Vagueness on who makes decisions. Hungry for feedback.

Engineering 260

Engineering 260

Intercom, Inc.

SEPTEMBER 15, 2021

According to him, winning is not really about beating the competition – it’s about inventing a whole new game. And that’s why he co-wrote Play Bigger: How Rebels and Innovators Create New Categories and Dominate Markets with startup advisors Al Ramadan, Dave Peterson, and Christopher Lochhead. Playing bigger. It’s a great title.

Sports 205

Sports Start-ups CXM Innovation 205

Intercom

NOVEMBER 29, 2023

But what does your team need to do to embrace the all-powerful combination of human and AI-powered support? For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era. Could another customer service platform be a better fit for your team?

Customer Service 89

Customer Service AI Start-ups Innovation 89