Inside Customer Service

FEBRUARY 17, 2022

I posed that question on LinkedIn and got a lot of great responses. It’s been helpful to reach out to employees on LinkedIn not involved in the interview process and ask them what they like or dislike about the company, what they would change and if they have thought about leaving the company. That was always useful."

Social Media 130

Social Media Customer Service 130

Shep Hyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Our “teacher” told us that the No. The bathroom one makes sense, but the parade question? It wasn’t that the coffee was better.

Customer Service 103

Customer Service 103

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. The way we express ourselves in different types of user-generated content is affected by the device we use to write them.

Transportation 348

Transportation Technology Technology Social Media 348

Intercom, Inc.

NOVEMBER 3, 2021

How we think about alerting strategy. 8 questions to ask when assessing your team’s alerts. We introduced regular alert review sessions for teams dealing with frequent alerts. fire most frequently) are reviewed first. . Each alert is then passed through a checklist of questions: 1.

Engineering 209

Engineering Start-ups Customer Experience 209

SurveySensum

MARCH 19, 2024

Did you know that asking the right questions can make all the difference in gathering meaningful feedback? The survey had only 5 questions but all of them were open-ended questions, I mean who has the time for that? But before that, how about we understand what are good survey questions?

Net Promoter Score 52

Net Promoter Score Customer Feedback Construction Customer Survey 52

Shep Hyken

OCTOBER 1, 2021

He writes about what automated customer service can do for your business. You no longer need to make your customers and prospects wait in queues to get an answer to their questions.? . If you ask us what makes customer service automation popular among businesses, then here’s what we’ll say. .

Customer Service 138

Customer Service Technology Technology Start-ups 138

Shep Hyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . Think about it another way. We want them to get us to our destination safely and on time. Here’s an example.

Customer Experience 145

Customer Experience Customer Service Customer Survey 145

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Customer perception has never mattered more.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Lumoa

APRIL 28, 2024

Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. How fast can you use the tool that you just bought?

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom

NOVEMBER 4, 2020

Tip 1: Automatically answer common holiday questions. Well-crafted chatbots let you deliver fast answers 24/7 to the questions your customers are asking frequently – the ones that might be preventing them from making a purchase. What’s even better than automatically resolving frequent questions?

B2C 114

B2C Start-ups Engineering Retail 114

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. ChatGPT stole most of the headlines, but as companies across the planet worked hard to get their bots chatting, many questions started to bubble to the surface. Join us Oct. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Execs In The Know

JANUARY 12, 2024

It’s something we’ve learned a thing or two (or four) about as the vendor that’s launched the most LLM-powered AI assistants in the market to date. Generative responses allow for very personalized answers to complex multi-part questions, but since they are AI generated they have the potential, albeit very small, to contain inaccuracies.

AI 105

AI Legal Artificial Intelligence Customer Experience 105

Shep Hyken

APRIL 29, 2022

I recorded the audio of the conversation, which allows me to focus on what my source is saying, so I can ask better follow-up questions. That’s just one example of an AI-powered application I use frequently. Artificial intelligence is all around us, helping power many of the tools we use every day. .

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

Intercom, Inc.

NOVEMBER 13, 2018

Tip 1: Automatically answer common holiday questions. Chatbots let you deliver fast answers 24/7 to the questions your customers are asking frequently – the ones that might be preventing them from making a purchase. What other questions can you automate, you might ask? Stay on top of your holiday support.

B2C 183

B2C Engineering Start-ups Customer Expectations 183

Inside Customer Service

JUNE 17, 2021

Employees are often confused about mission, vision, and value statements. Here are just a few of the questions I'm frequently asked: What's the difference? These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. What are they for?

Transportation 148

Transportation Legal Customer Service Technology 148

Intercom, Inc.

JANUARY 12, 2022

At Intercom we obsess about our customers’ success. This might mean compromising on production speed, or on customer satisfaction if our users feel they’re being contacted too frequently. This might mean compromising on production speed, or on customer satisfaction if our users feel they’re being contacted too frequently.

Customer Feedback 118

Customer Feedback Start-ups Engineering Customer Satisfaction 118

Steven Van Belleghem

OCTOBER 5, 2022

55% of users, in fact, say it takes too many questions for a chatbot to recognize it can’t answer their issue. We all know that sometimes people have questions that are not frequent or standard and just require a 5 minute conversation with a human, be it via phone, chat or even e-mail. These are hard times for customers.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Fonolo

JULY 13, 2023

But as humans, we listen to far fewer words than we think about. On average, humans are able to actively listen to 125 to 250 words per minute but can think about words at a rate of 1000 to 3000 words per minute. And this may be wildly different than you expect. This keeps the conversation alive! Customers shouldn’t be rushed.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Intercom, Inc.

NOVEMBER 24, 2020

In today’s world, customer support no longer refers to transactional interactions a customer has with your company when they have a temporary issue or question. Here at Intercom, we frame this way of thinking about customer support as conversations moving through a funnel – the Conversational Support Funnel. Reframing customer support.

NPS 118

NPS Technology Technology Customer Feedback 118

SurveySensum

OCTOBER 19, 2023

The survey revealed several crucial insights: Many respondents complained about the poor battery life of the smartphone. Users were actively complaining about it on social media. You invested in improving battery technology, upgraded the camera features, and committed to more frequent software updates. What is a Product Survey?

Customer Satisfaction 52

Customer Satisfaction Structured Data Social Media Start-ups 52

SurveySensum

APRIL 22, 2024

In the current age of the cybersecurity world, revenue in the Cybersecurity market is projected to reach US$183.10bn in 2024. Organizations that publicly share information about their security measures, compliance standards, and incident response protocols foster trust and unhesitatingly customers about the safety of their data.

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Totango

JUNE 3, 2022

Checking in periodically allows you to engage customers and see if they have any questions, concerns or comments. You can also find answers to commonly asked questions in our knowledge base: [Link]. If you have any specific questions, I’ll be happy to assist you. Thanks for helping us make our product better!

Start-ups 112

Start-ups Sales Customer Satisfaction Customer Feedback 112

Lumoa

AUGUST 8, 2023

One must remember, Feedback isn’t just about addressing criticisms—it’s also about recognizing and building on what you’re already doing well. Categories of question to Ask in Your Survey When creating surveys, it’s important to ask the right questions.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Logicalware

FEBRUARY 18, 2024

We can not only see how many calls we have coming in but more importantly, what those calls are for, enabling us to get to the core issues for why citizens are contacting us,” shares Tom. Soon after that, we saw the value in the data and insight.

Government 59

Government Omnichannel AI Touchpoint 59

SurveySensum

SEPTEMBER 12, 2023

One of my friends, James, uses customer feedback software to create and launch surveys, aiming to gauge his customers’ feedback. After a successful campaign launch, he was promptly presented with an in-app survey asking, “How was your experience with our software today?” Identify Pain Points Are you using Android?

Non-Profits 52

Non-Profits Touchpoint Customer Feedback Actionable Insights 52

Customer Service Life

MARCH 13, 2023

Think about the last time you scrolled through the ‘gram and landed on a post that included a 100-character description followed by at least twice that character count in hashtags. What are ticket tags, you ask? Zendesk defines tags as “Words, or combinations of words, you can use to add more context to tickets.” What are tags?

Social Media 96

Social Media Gaming Start-ups Customer Satisfaction 96

Comm100

JUNE 15, 2022

If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Automate frequently asked questions to better use agent time.

Customer Service 82

Customer Service Social Media Retail Technology 82

Intercom

NOVEMBER 29, 2023

Customer expectations are rising and support teams are being asked to handle more than ever. It may seem like the worst time to consider switching to a new customer service platform, but as you read more and more about the changing world of customer service, you might be feeling like your current tool is holding you back.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Aquire

AUGUST 10, 2021

What is your knowledge base about? For example, your knowledge base may need to: Provide product support for basic and frequent issues Explain product features and use cases Offer information on pricing plans and discounts Provide step-by-step guides on service setup, troubleshooting, etc. Ask them what issues keep coming up.

Engineering 98

Engineering Start-ups CRM Sales 98

SurveySensum

SEPTEMBER 19, 2023

While browsing, she kept receiving in-app surveys asking her to rate her experience. The question was – “ What do you think of our products? The answer was as vague as the question and the survey missed the mark. Secondly, the framing of the question is wrong here. Why Use In-App Surveys?

Actionable Insights 52

Actionable Insights Customer Satisfaction Touchpoint Start-ups 52

Customer Service Life

NOVEMBER 18, 2020

Over the course of my career in the contact center, it’s not abnormal for customers to contact us claiming hardship and asking for a credit or an extension on their bill. Back to the moment when a customer, claiming a hardship related to the pandemic, asked for a credit of a few dollars. A hardship credit.

Contact Center 111

Contact Center Invoicing Finance Customer Loyalty 111

Intercom, Inc.

JANUARY 30, 2019

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. Here’s an inside look at how we use our bots 24/7. Dogfooding our own bots is not just a way for us to gain product knowledge or test new functionality. Maybe you wonder if we practice what we preach ??.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

Intercom, Inc.

MAY 4, 2018

Imagine walking into the office one morning and having your star team member ask if you have a few minutes to talk. After all, people who are highly engaged with their work are rarely thinking about leaving the company. At Intercom, some of us use the following 3-step process for career conversations.

Engineering 223

Engineering Start-ups Compliance 223

Beyond Philosophy

AUGUST 21, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. The way we express ourselves in different types of user-generated content is affected by the device we use to write them.

Transportation 179

Transportation Social Media Technology Technology 179

Intercom, Inc.

OCTOBER 14, 2019

That was the status quo – buyers were expected to hand over a laundry list of details about their business without any insight into crucial questions like: Will this product work for me and my team? When I first started writing this post, my wife Margaret asked me, “How does someone be more authentic?” impossible to answer.

Sales 162

Sales Start-ups Education Machine Learning 162

SurveySensum

JULY 7, 2023

And after the delivery of the product they sent a customer satisfaction survey asking about her experience with the delivery process of the product. Here we’re unraveling the touchpoints on which you can ask online shopping survey questions (with examples) for retail feedback. If yes, then this blog is for you.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

SurveySensum

JULY 7, 2023

And after the delivery of the product they sent a customer satisfaction survey asking about her experience with the delivery process of the product. Here we’re unraveling the touchpoints on which you can ask online shopping survey questions (with examples) for retail feedback. If yes, then this blog is for you.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52