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. The typical support “strategy” is to let common issues roll in for your support team to address. Instead of deflecting conversations, your team can prevent common issues from occurring in the first place.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom, Inc.

JUNE 30, 2022

From dull subject lines to the wrong questions, from sending out questionnaires after the fact to sending them way too often, there is a lot that organizations have gotten wrong about how to design a survey. Ask one or two questions in the language, the style of speaking, and phrasing that people use rather than your corporate jargon.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively. The result?

Customer Service 88

Customer Service Predictive Analytics AI Artificial Intelligence 88

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom

MARCH 14, 2023

The arrival of OpenAI’s ChatGPT transformed everything – the huge implications for customer service were immediately obvious. We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. Answer questions about your business, using information you control.

AI 126

AI Machine Learning Technology Technology 126

Shep Hyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business.

Customer Service 138

Customer Service Technology Technology Start-ups 138

Inside Customer Service

MAY 13, 2021

Irritated customers were at risk of leaving. More immediate actions are needed. It's tough to handle the surge if you don't have the authority to hire more agents or improve efficiency. It's tough to handle the surge if you don't have the authority to hire more agents or improve efficiency. It's not fun.

Contact Center 148

Contact Center Start-ups Entertainment Social Media 148

Intercom

OCTOBER 4, 2023

What do all the best customer support teams have in common? An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom

APRIL 11, 2024

Intercom continues to lead the way in building the future of support with our AI-first Customer Service platform. Following up on the groundbreaking release of our Fin AI Agent last year, we have now launched Fin AI Copilot , which gives every customer service agent their own personal AI assistant. We called ours Fin.

AI 52

AI Start-ups Customer Service Innovation 52

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

CommBox

OCTOBER 18, 2023

In recent years, a remarkable transformation has taken place across various industries, ushering in a new era of customer service. These cutting-edge AI tools have become invaluable in enhancing customer experiences and streamlining operations, especially in customer service and support.

AI 98

AI Customer Service CX E-commerce 98

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. You probably know this. Ready to dive in?

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service.

AI 88

AI Customer Service Machine Learning Technology 88

Intercom, Inc.

OCTOBER 13, 2022

Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. Now more than ever, businesses need to build strong, long-lasting relationships with their customers to thrive. And if you ask us, the answer to these challenges is in-product communication.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Intercom

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. Analysts might also assign a numerical score to indicate the intensity of sentiment.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And we believe it’s likely to be more.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Ameyo Callversations

JANUARY 19, 2022

Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations.

Contact Center 105

Contact Center Touchpoint Social Media Customer Expectations 105

Zendesk

FEBRUARY 15, 2024

From answering customer questions to collecting contact information, chatbots wear many hats. The more hats your bot wears, the more it can do. To help you elevate your bot’s wardrobe, we’ve gathered 20 popular bot templates to inspire you on your chatbot journey. What is a chatbot template?

E-commerce 52

E-commerce Net Promoter Score CX NPS 52

Zendesk

NOVEMBER 30, 2023

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Zoom Phone for Zendesk Zoom Phone for Zendesk (Support) enhances your Zendesk experience and streamlines your workflows. Maven AGI Co-Pilot Maven AGI Co-Pilot (Support) is the modern AI-powered co-pilot for your support team.

AI 52

AI CRM Start-ups Engineering 52

ECXO

JUNE 11, 2023

If you need to rethink your CX offer, or haven’t got started, time is not on your side. The buying journey has become more complicated, and longer. How have they changed since the pandemic? Is your customer data out of date? A persona is an archetype of your ideal customer. This is urgent.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Lumoa

MARCH 9, 2023

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. What are the types of customer feedback?

Customer Feedback 83

Customer Feedback Start-ups Customer Satisfaction Customer Survey 83

Aquire

NOVEMBER 18, 2021

Customers love enjoying your products and services. But there is something very important that they expect from their beloved brands—an exceptional customer support experience. Companies spend millions of dollars every year just to make sure they provide unforgettable experiences to all their customers. WHITEPAPER.

Social Media 102

Social Media Start-ups Technology Technology 102

Zendesk

AUGUST 30, 2022

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Yext User History (Support) reveals a requester’s journey through your Yext Search experiences–up until and after case creation. Arm your agents with this data so they can provide more relevant answers.

Social Media 98

Social Media Sentiment Analysis Machine Learning Technology 98

Zendesk

SEPTEMBER 28, 2022

Chatbots offer exactly what customers expect from a brand in 2022: instant, convenient, and effortless interactions. But the truth is that no matter how intelligent your bot is, there will always be situations when a human takeover is necessary—or at least highly advantageous to reach the best outcome. It’s fast and convenient.

Customer Experience 96

Customer Experience AI Social Media Sales 96

CommBox

MAY 11, 2022

Customer service. Because keeping your customers happy isn’t just good for your karma. It’s good for your bottom line, too. A whopping 93% of customers will make repeat purchases from companies that offer excellent service, while 83% feel more loyal to brands that respond to – and resolve – their complaints.

Customer Service 98

Customer Service Artificial Intelligence Omnichannel CRM 98

Shep Hyken

AUGUST 16, 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. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S.

Customer Service 85

Customer Service Social Media Contact Center Technology 85

MattsenKumar

SEPTEMBER 22, 2021

The turning to the internet and e-commerce websites for fast satisfaction to replace grocery runs or to get an answer has been ever increasing. How can firms stand out and hold onto their customers in such a highly competitive market? How can firms stand out and hold onto their customers in such a highly competitive market?

E-commerce 98

E-commerce Customer Service Omnichannel Sales 98

Shep Hyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Determine Customer Training Type .

Customer Service 69

Customer Service Customer Loyalty Customer Relationship Customer Expectations 69

Hodusoft

MARCH 17, 2022

Auto dialer software market growth is driven by the significant rise in the number of call centers combined with improvements in business productivity standards. This article covers segments such as end-user, application, product, technology, and region of the global Auto Dialer software in 2022. million by 2026.

E-commerce 98

E-commerce Sales Customer Relationship CRM 98

Zendesk

NOVEMBER 3, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 65 percent of business leaders believe the AI they use is becoming more natural and human-like—and it’s only going to get better. How does generative AI work? How does generative AI work? Table of contents: What is generative AI? Who uses generative AI?

AI 52

AI Machine Learning Artificial Intelligence ML 52

Logicalware

JANUARY 19, 2024

Meanwhile, tenants are faced with prolonged wait times for repairs and services, resulting in a noticeable decrease in overall satisfaction. Additionally, 15% of tenants have reported that their repair requests have gone unanswered.

Technology 52

Technology Technology Compliance Omnichannel 52