Inside Customer Service

FEBRUARY 16, 2023

They use your name like they're working through a checklist. Step 1: Smile with your eyes There's a world of difference between a fake, forced smile and a real one. Today, genuine smiles are called "Duchenne smiles" after Duchenne's pioneering work. You've seen the half-hearted attempts at rapport. They are.) How are you today?"

Start-ups 238

Start-ups Customer Service 238

Inside Customer Service

OCTOBER 12, 2023

The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. The way the two reps communicated the resolution also highlighted the difference between vague and concrete language. Alton uses general language.

Customer Satisfaction 225

Customer Satisfaction Contact Center Start-ups Retail 225

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. But Jose, our lion hero, had a different perspective. His resilience began to make a difference, slowly but surely.

Customer Experience 97

Customer Experience Start-ups Customer Feedback Sales 97

Intercom, Inc.

APRIL 22, 2021

And while it’s true we’ve done a lot of work towards advancing the careers of individual contributors, there’s still a long way to go. Different companies have different kinds of needs as they grow, and so the role of a staff engineer can take different forms.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

JULY 5, 2022

But often when I shared these designs with others to get feedback, we’d get sidetracked by seemingly small interaction design decisions when, in reality, we just had different mental models of how the system should work. Without the distraction of a mockup of a screen, we were able to get aligned on how the product should work.

Start-ups 186

Start-ups Construction Manufacturing Retail 186

Beyond Philosophy

APRIL 18, 2024

There are tradeoffs required to make this approximation of a personal relationship work. For example, Spotify provides a few different personalization services that provide value by improving your listening experience. The difference from Spotify is that I don’t see the value of personalized offers in my scrolling experience.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Customer Think

OCTOBER 9, 2023

There’s a lot of talk about the differences between demand creation (marketing), demand capture (sales), and brand (marketing). B2B companies’ approach each of these as if each needs its own strategy implemented separately, with different teams carrying the responsibility for each function.

B2B 119

B2B Sales 119

Inside Customer Service

AUGUST 25, 2022

An informal LinkedIn poll revealed that 41 percent of people worked on a team that had its own mission. There are two situations where I've seen a department-specific mission statement work well. This goes for how executives set strategy, how managers execute tactics, and how individual contributors perform their daily work.

Innovation 169

Innovation Customer Service 169

Futurelab

DECEMBER 27, 2023

Limits of personalization Is it personalization if I click once on Facebook, rather out of boredom than deep interest, on the ad of a company offering staircase renovation, and afterwards (unfortunately without exaggeration) for weeks every fourth Facebook post is an ad, from numerous companies offering different types of renovation?

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Intercom, Inc.

OCTOBER 20, 2020

. “We believe that after, say, two years growing into and working as an engineering manager, our Intercomrades will be good engineering managers and better engineers” Why? It’s not uncommon to get to senior engineer level and never have had the opportunity or need to work through people. Six months?

Engineering 221

Engineering Start-ups Technology Technology 221

Intercom, Inc.

JUNE 10, 2020

Product Judgment is a tricky subject because any time someone working in a Product role has their judgment questioned, the natural reaction can often be to take it personally, to infer that the person critiquing is challenging their ability to do a good job. It takes deliberate work and dedication to build it. Who has it?

B2B 291

B2B Engineering Start-ups Transportation 291

Intercom, Inc.

NOVEMBER 2, 2021

That’s likely because there isn’t just one cause – the pandemic has pushed underlying issues to the surface, triggering a widespread re-evaluation of what’s important in our work lives. If there’s someone on my team who’s not performing as well as I’d like, I ask for help on how to coach them differently”.

Engineering 291

Engineering Construction Sports 291

Intercom, Inc.

APRIL 8, 2021

We recently spoke with Joel to learn more about Cliniko’s approach, organizing work in a remote-first setting, and what the future holds for the healthcare industry. If you’re short on time, here are a few quick takeaways: Although Cliniko stumbled into a remote-first work approach by accident , it ended up working wonders for them.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Intercom, Inc.

DECEMBER 6, 2022

We believe every customer is unique with different wants and needs – providing omnichannel customer service solutions that are conversational and personalized is crucial. We also work on improving channel capabilities so customers and their users have all the necessary features and tools to resolve queries at their fingertips.

Artificial Intelligence 129

Artificial Intelligence Customer Satisfaction Machine Learning Omnichannel 129

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. Since leaving college, I knew I wanted to work in technology, in a sales or go-to-market position.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

FEBRUARY 16, 2021

With the evolution of digital technologies, we’re now exposed to other people’s opinions, ideas, and work on an almost minute-by-minute basis. It’s not me; it’s science, and it’s how our brains work. You can’t conjure these bricks from thin air, they’re accumulated through different experiences and influences”.

Start-ups 283

Start-ups Transportation Innovation Technology 283

Intercom, Inc.

MAY 25, 2022

We work exclusively with AWS as our cloud services provider and currently provide data hosting offerings in three different global regions – US, EU, and Australia – each architected across multiple availability zones for high availability. Different datastores allow for optimization across various use cases.

Engineering 252

Engineering Technology Technology Customer Experience 252

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. Treat it as a learning opportunity so they can figure out what each person is feeling and how they can work together. Lara: Absolutely.

Engineering 118

Engineering Gaming 118

Intercom, Inc.

AUGUST 3, 2022

We’ve never strayed from our vision, and we’ve stuck to our values – that’s allowed us to attract incredibly talented, innovative people with different, invaluable perspectives, to achieve our mission of making internet business personal. “ 92% of our employees said they would recommend Intercom as a great place to work ”.

Innovation 211

Innovation 211

Intercom, Inc.

JANUARY 17, 2023

Applying this principle to our work. Enabling different filters on reports (e.g. How should this capability behave in different product areas? I’ve been working in Intercom’s Platform group since I joined, shaping horizontal capabilities—like the data layer, or reporting—which empower workflows and insights in the product.

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

Intercom, Inc.

MARCH 10, 2021

When you’re working in a fast-paced industry, it’s all too easy to reach burnout no matter what role you’re in. And when you work on multiple concurrent projects and across lots of teams, the risk of burnout isn’t just high, it can feel inevitable. It can become a vicious cycle, fast. But it doesn’t have to be this way.

245

245

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Manage different customers differently.

Customer Experience 155

Customer Experience B2B B2C Customer Relationship 155

Intercom, Inc.

FEBRUARY 25, 2021

CX teams wear a lot of different hats – they have to be problem-solvers, project managers, good listeners, and excellent communicators. When I first start working with clients, I’ll interview executives, employees, customers, and the employees. Humanizing automation to help employees work smarter not harder. Annette: Sure.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

SEPTEMBER 3, 2020

Between them they break down the process and share their collaborative way of working and how the customer voice remains central throughout the process – from initial feedback to a feature launch. So let’s hear from our panelists about who they are and the work they do at Intercom. Maria, let’s start with you.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Intercom, Inc.

JANUARY 12, 2022

And so, many business leaders find themselves not quite sure how to start, how to leverage it, or what to do when all the dashboards and tools seem to be pointing at different solutions. Benn: I basically started my career in a totally different world. I worked there for a couple years as an analyst or data scientist.

Start-ups 151

Start-ups Sales Gaming Transportation 151

Intercom, Inc.

JUNE 17, 2021

It’s been a while since, almost overnight, we had to pack our things and start working from home due to the COVID-19 pandemic. To understand a bit more about how we’re approaching these changes at Intercom, we’ve gathered some of the folks that have been working tirelessly to make sure everyone has a good experience coming back to the office.

Start-ups 207

Start-ups Construction Gaming Engineering 207

The Squawk Point

APRIL 1, 2024

If you want people to work harder, you must pay them more. No, let me be a little stronger; stack ranking is a foolish idea in so many ways: Systems Most of your team’s performance is driven by the system they work within and has little to do with the individual. The aim is to get your employees to work together.

Sports 64

Sports 64

Beyond Philosophy

APRIL 23, 2021

Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth. These different ways of thinking have gone by several names over the years by various psychologists. The Two Systems Work Together and Against Each Other.

Government 174

Government Customer Experience Management Customer Experience CX 174

Beyond Philosophy

FEBRUARY 23, 2024

Different payment methods carry varying degrees of discomfort when used. 07:20 Colin associates a podcast with Joe Pine regarding how customers value their time in experiences differently depending on the type of timed transaction it is. Have you ever noticed that spending cash is harder than using a credit card?

Finance 89

Finance Technology Technology CX 89

Customer Think

DECEMBER 16, 2022

While the conversations are different, there is an underlying theme common to them all. “Our business models are breaking, they are no longer working the way they used to work……” [.]. Related Posts: Let's Start Talking About Sales Manager Enablement What Is The Role Of Sales Enablement?

Sales 111

Sales Innovation 111

Beyond Philosophy

MARCH 14, 2024

Other reasons we find ourselves in this situation aren’t about being polite, particularly at work. Having a team with different experiences helps avoid this situation. The various viewpoints introduce different perspectives into the discussion. Having people with different opinions helps move the solution to the middle.

Start-ups 78

Start-ups 78

Beyond Philosophy

OCTOBER 14, 2023

People change their minds all the time for a lot of different reasons. Why they change their mind has a lot of influences, and understanding how a customer’s mind works can help you manage these situations to the best possible outcome. The outcome could be quite different depending on which system controls the decision.

Sales 78

Sales Customer Experience 78

Heart of the Customer

MARCH 16, 2021

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs.

Non-Profits 167

Non-Profits Healthcare B2C Customer Relationship 167

Zendesk

FEBRUARY 6, 2024

We believe AI can make service operations much faster and more efficient, allowing service teams to focus on delivering better CX instead of being bogged down by time-consuming admin work. Managers can also prioritize workstreams to ensure the right work is addressed in cases of over or understaffing.

Artificial Intelligence 59

Artificial Intelligence Finance AI CRM 59

SurveySensum

APRIL 9, 2024

that would be understanding your employee, their needs, and the ease at which their work is facilitated, possibly with the help of an effective employee feedback tool and actionable strategies. So, let’s understand what the employee journey is, its different stages, and how to facilitate it for your company’s growth.

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

Beyond Philosophy

JULY 20, 2023

So, here they are: Different means different, not “just a bit” different. Let’s take a close look at each of these: Rule #1: Different means different, not “just a bit” different. So, it’s not different enough. Be innovative and disruptive. Define the What.

Innovation 108

Innovation Manufacturing Start-ups AI 108