Zendesk

FEBRUARY 12, 2024

Workforce engagement management is key to not only meeting, but exceeding customer expectations. It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Intercom, Inc.

JUNE 7, 2022

The promise of live chat for sales teams is being able to connect faster with higher quality leads. Using live chat as part of your sales funnel can grow your pipeline, help your team to work more efficiently, and ultimately boost conversion rates. Want to get started with live chat for sales? Here’s what you need to know.

Sales 245

Sales Start-ups Touchpoint B2B 245

Intercom, Inc.

MAY 25, 2022

We’re serious about delivering the best customer experience with our Engagement OS. Intercom has been growing, and will only continue to do so – many of our longest standing customers have evolved with us over the years. We’re growing alongside our customers. You want to serve multiple millions of active users.

Engineering 252

Engineering Technology Technology Customer Experience 252

Intercom, Inc.

DECEMBER 6, 2022

My team is focused on building and aligning various channels of communication between customers and end users to enable faster resolution – mediums like messaging, email, video/voice, and social channels. Why is this principle important to teams at Intercom? Here are some of the ways it makes us better designers by encouraging us to:

Artificial Intelligence 129

Artificial Intelligence Customer Satisfaction Machine Learning Omnichannel 129

Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content.

CX 64

CX B2B Education Innovation 64

Intercom, Inc.

OCTOBER 25, 2021

The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer support product. The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer support product.

Innovation 198

Innovation Customer Relationship 198

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. Instead of making you guess what we care about, we’ll just be open and tell you. Show the right work?

Engineering 290

Engineering Gaming 290

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into. With empathy. “I

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

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. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

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. But if Joel has taught us anything, it’s that tech can actually help you to take better care of your patients.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Intercom, Inc.

JULY 28, 2022

Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

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 were going remote. . We’re still remote, and guess what?

Gaming 253

Gaming Engineering Start-ups Sales 253

Uniphore

JANUARY 13, 2022

He also revealed what gets him going and what excites him the most about the future of Uniphore. U: What’s the best part about your job? AD: I really like the range of things we can do as an HR team to help create a positive work experience for our people. U: What about Uniphore excites you the most? At around 6 a.m.

AI 246

AI Start-ups Technology Technology 246

Intercom, Inc.

MAY 12, 2021

Continuing to meet this goal as we scale means constantly re-evaluating how our teams work to keep performing at our very best. There is no “one size fits all” approach to building high-performing teams. Why should we focus on how teams work? A high-performing company is made up of many high-performing teams.

Engineering 239

Engineering Start-ups Customer Feedback 239

Intercom, Inc.

SEPTEMBER 1, 2021

In fact, only 4% of PMMs think other teams in their company fully understand what they do. . When I joined Intercom five years ago, I was thrilled with how closely PMM partnered with the product and sales teams. This means better outcomes for everyone: from the teams we work with to, more importantly, our customers.

Start-ups 138

Start-ups Sales Gaming 138

Customer Service Life

JANUARY 31, 2024

He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers. He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers. OK, perhaps my relationship with quality was more hate than love.

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Intercom, Inc.

AUGUST 19, 2020

Allow too many meetings to pile on to their calendar, and they face some serious hydration and bladder issues. Allow too many meetings to pile on to their calendar, and they face some serious hydration and bladder issues. And missing the right meetings on the calendar can overlook important collaborative time.

Start-ups 260

Start-ups 260

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. Deploying a contact-center agent UI that displays customer risk and revenue opportunities.

AI 52

AI Customer Loyalty Artificial Intelligence Machine Learning 52

Beyond Philosophy

MARCH 14, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. I wondered who made the plan in the first place since none of us wanted to go. I also remember sitting in meetings where the boss suggested something that was not a good idea.

Start-ups 78

Start-ups 78

Intercom, Inc.

DECEMBER 20, 2022

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. Yamini Rangan , CEO at Hubspot.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Intercom, Inc.

SEPTEMBER 29, 2022

Over the years, they’ve helped us keep teams aligned, create products our customers love, and guide our decisions through every roadmap, every strategy meeting, and every onboarding. Each discipline starts asking similar questions and caring about the same outcomes, leading to a culture of ownership and zero blame.

Engineering 129

Engineering Start-ups 129

Intercom, Inc.

JULY 15, 2021

Marketing teams are under constant pressure to find creative ways to generate more leads for sales teams. Here are some tactics innovative companies are using to generate more leads and close bigger deals, faster with Intercom: 1. Optimize your Intercom Business Messenger to turn website visitors into quality leads. Chili Piper.

CRM 232

CRM Sales Start-ups Innovation 232

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Intercom, Inc.

OCTOBER 27, 2020

With customer expectations on the rise, we look to find out how support leaders are creating best-in-class experiences to meet those expectations, and what support teams need to be set up for success as the future unfolds. Click here.” Scaling support through conversations.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Intercom, Inc.

MARCH 17, 2021

With a mission to “help millions of organizations to grow better,” as Jean-Bernard puts it, the team at HubSpot is focused on creating great customer experiences for the 100,000 businesses using the platform. The team there totals just over 300, comprised of both customer support managers and frontline specialists.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

Intercom, Inc.

JANUARY 12, 2022

At Intercom we obsess about our customers’ success. Collecting customer feedback is crucial to making smart product decisions, but it can be time-consuming for both our team and our customers. As a product manager working on our Inbox , I have both internal (our Customer Support team) and external customers.

Customer Feedback 118

Customer Feedback Start-ups Engineering Customer Satisfaction 118

Intercom, Inc.

NOVEMBER 4, 2021

You partner with other teams, onboard new agencies, add more and more freelancers, and suddenly, there’s a new world of variables to consider while making sure your brand and communication stay consistent. In this episode of Inside Intercom, we chat with some of the team behind the brand: Scott Smith , Creative Director.

Start-ups 222

Start-ups B2B Customer Service 222

Totango

FEBRUARY 23, 2024

Having a well-designed plan for those first few months can help to establish clear priorities, align your team, and make meaningful progress toward strategic goals. Among her first initiatives, she combined two separate marketing teams into one cohesive unit. It’s so easy for us leaders to focus on our team.

Start-ups 97

Start-ups Business Growth Sales 97

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Intercom, Inc.

OCTOBER 19, 2022

In this post we’ll tell you about how we protect your data during: Storage, processing, and transmission. Since data is our key asset, we only trust it to be handled by third party service providers who meet and maintain our bar of security. TL;DR: We do regional hosting in AU, EU, and US. Explore other articles in the series.

Compliance 138

Compliance Legal Government Engineering 138

Experience Investigators

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction.

CX 52

CX Manufacturing AI Innovation 52

Beyond Philosophy

DECEMBER 31, 2022

I had taken over a call center team at the time. The rabbits’ behavior resembled my team’s. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be.

Management Consulting 88

Management Consulting Start-ups Customer Experience CX 88

Totango

JANUARY 3, 2024

Allow us to reintroduce ourselves Totango is customer success software businesses can’t outgrow, providing unlimited scalability and unmatched time to value to help cross-functional enterprise teams drive productivity , retention , and expansion.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Intercom, Inc.

APRIL 6, 2020

Their Quickstart keyless technology means that workers can download a virtual key and start driving without needing to meet car owners. We recently sat down with the Hiyacar team to learn about how they’ve been able to build this community of drivers and car owners using Intercom. Recent TrustPilot review.

Customer Satisfaction 220

Customer Satisfaction Start-ups Technology Technology 220

Intercom, Inc.

DECEMBER 14, 2022

Read over some of our past “Built for you” posts to learn more about features like two-way SMS, tooltips, and Dynamic Content. Configure your messenger in the way that best anticipates and meets your users’ needs. Tickets: a new way to use Intercom . Introducing our most customizable Messenger yet.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Intercom, Inc.

JANUARY 16, 2020

In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. The idea of a virtual whiteboard is so simple that even the least technologically literate amongst us could likely understand the concept. Andrey and his team are finding out.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 89

Sales Scorecard NPS Customer Acquisition 89