Intercom, Inc.

SEPTEMBER 22, 2020

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. Old communication tools, like email and forms, simply don’t match the ways modern customers want to talk, connect, and receive help.

Gambling 211

Gambling B2B Education Business Growth 211

Intercom, Inc.

APRIL 30, 2020

During this time, businesses are not just waiting for customers to check in – they’re leaning on automation to proactively communicate with their customers at scale. As the current crisis has unfolded, we’ve seen those trends emerge among our own customers as well. Automation is more important than ever.

Government 188

Government Gaming 188

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. And this led me to write this article. Isn’t that exciting? Every day, people make countless decisions.

E-commerce 114

E-commerce Sales Social Media CX 114

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Businesses want a seamless CX just as they do in their personal lives. Businesses that are doing good for the planet, people and society. Where B2C goes, B2B follows.

B2B 122

B2B Innovation CX Education 122

Intercom, Inc.

JANUARY 31, 2023

And Intercom’s area of focus – customer service – is among those most poised to benefit. This means we need to think carefully about how to apply the tech in practice to make it truly useful. We always believe the best way to cut through the hype is by putting real features in the hands of our customers.

AI 188

AI Start-ups Technology Technology 188

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Intercom, Inc.

OCTOBER 12, 2022

Customer engagement is the lifeblood of internet business. In a competitive, ever-changing market, establishing deep relationships with your customers is essential for your business to thrive. . Customize your customer engagement strategy with our next-generation Messenger. Here’s what we’ve built.

Omnichannel 104

Omnichannel Start-ups Education Customer Experience 104

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Download The Ultimate Guide to Conversational Support.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

ECXO

JUNE 11, 2023

Business buyers have changed the way they behave and buy. How have they changed since the pandemic? What do they value most? Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. This is urgent.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Experience Investigators

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Net Promoter Score 98

Net Promoter Score CX NPS Artificial Intelligence 98

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? My Comment: How do customers prefer to reach out to you for help and support?

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Helpt

FEBRUARY 27, 2024

Teamwork and Communication : Effective communication and collaboration are essential for any successful team. This includes clear and concise communication within the team and strong interpersonal skills when dealing with clients. It requires active listening, clear communication, and the ability to build trust and rapport.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Intercom, Inc.

JUNE 23, 2020

The internet is moving more businesses and people online, and driving a huge increase in inbound support volume. Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. Customer support is undergoing massive, irreversible change. The Conversational Support Funnel.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Shep Hyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. I mean, c’mon—insurance is practically the original “big data” business.

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Let me give you a real-life scenario of how it works in general.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable.

Customer Journey Map 82

Customer Journey Map NPS Touchpoint Start-ups 82

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Social Media 98

Social Media Engineering Technology Technology 98

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. But where do you start? You probably know this.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Totango

JUNE 8, 2021

How do you measure engagement rate? TC: At Truspilot, we have three key components that indicate to us if a business is getting value out of our platform or not and those are our basis for engagement. From there, we decide which customer journey we put them down. . . along the way to engage them.

E-commerce 117

E-commerce Sales Technology Technology 117

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business.

Customer Acquisition 104

Customer Acquisition Customer Relationship Customer Retention Start-ups 104

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken’s Customer Service Blog. Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Blake Morgan is a customer experience futurist, author and keynote speaker. Check it here.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. It’s interesting how the scores determine the ranking.

Customer Service 129

Customer Service Government CX Start-ups 129

Shep Hyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. So, with that in mind, here are three communication tips that will help drive customer loyalty and move them to say, “I’ll be back.” . Keep customers informed.

Customer Loyalty 93

Customer Loyalty Real Estate Social Media Touchpoint 93

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

CommBox

DECEMBER 6, 2023

In such an ever-evolving landscape of customer service, businesses and customer support services are continuously exploring innovative solutions to increase efficiency and streamline operations. There is very little doubt today that it revolutionizes the way companies, and customer support services interact with their customers.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

SurveySensum

FEBRUARY 19, 2024

With each passing year, every sector of business becomes increasingly concentrated, leading to heightened competition across almost all industries. According to Crayon: A study shows that 90% of businesses report that their field of business has gotten more competitive than before.”

Innovation 52

Innovation Social Media Technology Technology 52

Shep Hyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

CX 112

CX Technology Technology Omnichannel 112

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 49

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 49

Shep Hyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Having a process and that information flow through the various teams and the overall implementation of a customer is critical,” Dishman said.

Sales 71

Sales 71

Shep Hyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Out of 1,000 consumers, 65% said, “Yes.”

Customer Service 116

Customer Service Retail Entertainment Social Media 116

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations.

AI 98

AI Unstructured Data Engineering CRM 98

Shep Hyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Invoicing 115

Invoicing Education Customer Retention Start-ups 115

Allen Speaks

SEPTEMBER 21, 2023

In the world of service it is the same, there are many channels available for customers to receive service and every customer wants a different one! Just like you and I, our customers tune into different channels at different times. A robust CRM can track customer preferences across many channels.

CRM 52

CRM Customer Service 52