DMG Consulting

OCTOBER 6, 2023

Vendors are also: fine-tuning public models with their own data to improve accuracy; supporting the use of multiple LLMs simultaneously; or leveraging different ones based on use case. and customer service organizations.

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. Balancing soft-skills with technical ability. Thanks, Simone, a SaaS Support Soft-Skill Seeker. Hello Simone! What sort of questions will they need to answer?

Customer Service 90

Customer Service Start-ups Sales Customer Experience 90

Zendesk

DECEMBER 4, 2020

Sure, there will always be a time and a place for verbal interactions and hands-on support. It provides your customers with the answers to their questions and solutions to their problems via articles, videos, and more. 69% of customers prefer to attempt to solve their own problems before reaching out to support. Knowledge base.

Artificial Intelligence 98

Artificial Intelligence Customer Satisfaction Start-ups Customer Experience 98

Help Scout

DECEMBER 3, 2018

Too often, though, the enormous effort of building and maintaining that knowledge base is left with over-worked and under-resourced technical writers who may not even work directly with the customers they are trying to help. Customer support people tend to get hired early in most growing SaaS companies. The tyranny of the urgent.

Customer Service 40

Customer Service Engineering Customer Feedback 40

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. Now imagine working in technical support and you need to get a customer’s make and model for the device you’re supporting. Click here to read the original. I sometimes joke that we’re the folks that sit in on all of the sales demos so you don’t have to.

Technology 74

Technology Technology Customer Service Contact Center 74

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. Or does this whole tech career thing support the writing? Since we last spoke to you, you’ve published not one but two books.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom

NOVEMBER 5, 2018

Smart businesses today are realizing there’s a better way to do business and have started to use live chat messaging for everything, across the spectrum of sales, marketing and support. After replacing its support forum with live chat, put.io Live chat for customer support. This type of support no longer cuts the mustard.

Net Promoter Score 119

Net Promoter Score Sales Start-ups Artificial Intelligence 119

Intercom

JANUARY 5, 2023

While it sounds controversial, for Bill Price, the best customer support may just really be no service at all. Supporting these issues can get very expensive with repairs, refunds, and preventable work. Customer care, customer service, and customer support can certainly resolve some issues, but they can’t fix the root causes.

Customer Experience 69

Customer Experience CX Contact Center Start-ups 69

Intercom, Inc.

JULY 26, 2018

We’re focused on helping businesses increase the quality of their conversations and thus the quantity of conversions across marketing, sales and support teams. Spot conversation trends faster and make informed decisions with improved tag reporting. Articles now look great when you share a link.

Net Promoter Score 112

Net Promoter Score NPS Start-ups Sales 112

Zendesk

DECEMBER 14, 2022

Any other support channels you add will be siloed from your support team, which inevitably creates confusion. You can also bring multiple support channels—email, social media, live chat, SMS, etc.—under CX software keeps a record of everything in one place, and it’s much easier to search and filter using tags.

Social Media 52

Social Media Outlook Start-ups CX 52

Comm100

OCTOBER 19, 2022

In this article, we’ll look briefly at what a chatbot is, how it works, and the 10 chatbot features that make it more helpful to your customers. 4 Omnichannel Messaging Support. Omnichannel support removes the need for manual integration and ensures a consistent customer experience, no matter if they chat on your website or Twitter.

Sentiment Analysis 89

Sentiment Analysis Artificial Intelligence Omnichannel AI 89

Zendesk

SEPTEMBER 30, 2022

incident.io (Support) empowers teams to run incidents end-to-end. FireHydrant (Support) is an incident management platform that provides automation, process compliance, and traceability–integrating the tools you already use today, like Zendesk. Embed (Support) allows you to easily create a thumbnail with the link embedded.

Legal 52

Legal Finance Compliance AI 52

Callminer

OCTOBER 11, 2018

FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. Was it an agent error or a technical error? Rowan Hanning is a 10Xfive Client Support Center Agent. Companies are more empowered and in more control of their leads.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

ProProfs

APRIL 5, 2022

They also help in providing customer support and collecting valuable information. CRM and Lead Management Tools – These technically aren’t lead generation tools. Organize your leads and accounts into ‘notes’ and ‘tags’. The free plan supports up to 2000 contacts . Save leads into your CRM with the same organization.

Social Media 52

Social Media CRM Start-ups Net Promoter Score 52

Comm100

OCTOBER 11, 2017

You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? By learning these benefits and following the simple steps we’ve laid out for you, your newest support channel will be a hit – not a miss. Should it be customer service? from Facebook to Twitter).

Social Media 47

Social Media Customer Service Start-ups Omnichannel 47

ProProfs

FEBRUARY 16, 2023

The ease of creating and sharing quizzes has earned it the tag of the world’s most delightfully easy online quiz software. It supports 15+ question types and has 10,00,000 readymade questions to speed up your quiz creation process. This feature has earned it the tag of best online quiz maker for teachers.

Start-ups 52

Start-ups Gaming Education Entertainment 52

Zendesk

MARCH 10, 2021

That also includes online customer support. What is online customer support? Online customer support is the process of answering customer questions digitally using tools such as email, social media, live chat, and messaging apps. Support teams can manage more requests in less time. Here are a few thoughts.

Social Media 52

Social Media Customer Satisfaction Customer Service Start-ups 52