Inside Customer Service

FEBRUARY 16, 2023

Rapport is essential to customer service. Asking a customer, "How's your day going so far?" What is customer rapport? You want customers to like you. You can better understand their needs and customers are more accepting of your ideas. It's also tied to better service outcomes. They are.)

Start-ups 239

Start-ups Customer Service 239

ECXO

FEBRUARY 26, 2024

I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty.

E-commerce 114

E-commerce Sales Social Media CX 114

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Intercom, Inc.

JANUARY 25, 2023

Every SaaS business faces the same challenge: how to get new customers to realize the value their product can deliver, as quickly as possible. With that in mind, simple, effective onboarding is a must-have within any product, and a crucial element of customer adoption and retention. Why Checklists? We knew we could do better.

Engineering 129

Engineering Start-ups Customer Loyalty 129

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. 25% Lack of self-service options. And there’s no going back.

Contact Center 246

Contact Center Outlook Gaming Education 246

TeamSupport

JUNE 20, 2023

In fact, 91% of CEO’s firmly believe we are on an imminent path towards a long lasting recession. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges.

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

Execs In The Know

JANUARY 9, 2024

In the dynamic world of business and customer service, Business Process Outsourcing (BPO) has emerged as a powerful strategy for organizations to streamline operations, enhance efficiency, and focus on core competencies. However, misconceptions and myths about BPO often cloud its true potential and benefits.

Finance 93

Finance Innovation Customer Service Customer Experience 93

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

Intercom

FEBRUARY 20, 2024

According to our Customer Service Trends Report 2024 , 87% of support teams have seen an increase in their customers’ expectations over the last year, and 68% of those believe that expectations have been directly influenced by AI. If your team’s first response time is higher than you’d like, AI and automation can help.

AI 52

AI Customer Expectations Technology Technology 52

Inside Customer Service

AUGUST 5, 2021

A customer had called, upset about receiving the wrong item. The customer instantly went from red to green. It's okay," the customer said. Customers calmed down and became more cooperative nearly every time I sincerely apologized. Why do we apologize to customers? See my guide to building your empathy super powers.)

Social Media 177

Social Media Customer Service 177

CSAT.AI

FEBRUARY 22, 2023

Your company doesn’t need to be gigantic or have a massive budget for an entire overhaul to be able to benefit from the power of AI. Businesses and Customers Want AI It’s a great time to employ AI in your customer service strategy. You can’t stop the AI wave, but you don’t have to get drowned by it.

AI 85

AI Sentiment Analysis CX Predictive Analytics 85

Intercom

APRIL 25, 2024

In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? But AI is reliant on human input.

AI 52

AI CX Customer Service Technology 52

Intercom

FEBRUARY 14, 2024

Last year we launched Fin, a breakthrough AI chatbot that resolves your customers’ queries automatically by generating accurate, conversational answers based solely on your support content. During the open beta, we saw our customers’ average resolution rate increase by 7 percentage points.

AI 59

AI Start-ups Sales Customer Service 59

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Outlook 116

Outlook Innovation Omnichannel Education 116

Intercom, Inc.

JUNE 13, 2022

Built for you is back – this time we’re revealing the powerful product updates we released in May! For example, you can segment your NPS® scores by region, product feedback by user persona, churn reasons by subscription type, and more – enabling you to better understand your customers and quickly take action based on their feedback.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Logicalware

OCTOBER 5, 2021

Over the last 18 months, the contact centre has evolved from a customer service channel into a multifunctional business unit. It has become the face of businesses, connecting with customers across multiple digital and voice channels, delivering reactive and proactive communications, and supporting everything from marketing to sales,?

Engineering 98

Engineering Retail Innovation Sales 98

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? Register Now. guest speaker?Alan

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

Intercom, Inc.

DECEMBER 14, 2022

Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year. With a modern and flexible no-code design, you can support and engage customers with speed, ease, and versatility.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Intercom, Inc.

APRIL 13, 2021

In Intercom, we believe that shipping is our company’s heartbeat. Every product team is burdened by the effort required to evolve and maintain complex infrastructure that powers their features. Our product engineers are empowered to build great features, fast. So how do we handle these exceptions? Core part of Intercom.

Engineering 249

Engineering Start-ups Technology Technology 249

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. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 102

Business Growth Customer Journey Map Gaming Sales 102

Intercom, Inc.

AUGUST 12, 2020

Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. As a result, having the right customer support tool is more critical than ever – it can be the difference between winning or losing for many businesses.

Start-ups 249

Start-ups Customer Experience Customer Service 249

Zendesk

NOVEMBER 28, 2023

What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems. From voice assistants to AI-powered supercomputers, The Jetsons was ahead of its time. The Jetsons nailed artificial intelligence.

AI 52

AI ML Machine Learning Artificial Intelligence 52

Intercom, Inc.

NOVEMBER 24, 2020

The features combine to allow for sophisticated ticketing workflows behind the scenes, but with all the advantages that make our Messenger so popular with customers. For a long time, online customer support has revolved around issuing tickets, with help desk software primarily designed to keep track of long, multi-digit reference numbers.

Engineering 211

Engineering Start-ups Customer Experience 211

Zendesk

MAY 9, 2023

In today’s hyper-competitive environment, agility is critical to attracting and keeping customers. Shoppers know they have choices, and retailers who aim to keep their business from walking out the door need to put customers at the center. AI can help retailers deliver conversational and personalized service at scale.

Artificial Intelligence 52

Artificial Intelligence Retail Customer Service Predictive Analytics 52

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

CommBox

JANUARY 28, 2024

Self-service support channels such as chatbots, online portals, knowledge base and FAQs are considered crucial for customer service. You might even say that they’re now mandatory for any service organization. Research indicates that 67% of consumers prefer self-service over speaking to a company representative.

AI 52

AI Customer Service Real Estate B2C 52

Zendesk

APRIL 12, 2023

More than half of customers associate generative AI use with more premium brands, according to Zendesk research. There’s no doubt that the impacts of this technology—particularly on customer experience (CX)—will be widely felt. Many of the most popular and promising applications of generative AI are powered by LLMs.

AI 98

AI Engineering Start-ups Legal 98

Beyond Philosophy

MAY 2, 2024

Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. Many people think that customers who buy over and over are loyal. Sure, loyal customers will always buy, but people who buy over and over are only sometimes loyal. I have a few things from a psychological perspective that make up loyalty.

Customer Loyalty 78

Customer Loyalty Sports Gaming Construction 78

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. Companies that automate customer support are nearly 4x more likely to see CSAT improvements. . Understanding the automation opportunity.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Shep Hyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . They also work for the company and the customer. If so, tell them!

Healthcare 112

Healthcare Customer Service 112

Intercom

APRIL 26, 2023

To understand the effects of AI on the customer service industry, we surveyed over 1,000 support leaders and practitioners. But for those support teams that do invest in AI for customer service, there is a significant ROI to be made.

AI 59

AI Customer Expectations Technology Technology 59

Execs In The Know

MAY 6, 2022

It is the power of listening to our employees. At the EITK event in Clearwater, Jen Johnson from Frontier highlighted the need to listen to the customers and those supporting them every day. She spoke about how Frontier improved NPS by 30 points as her team learned the common language of “speaking customer.”

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. How Brands Are Prioritizing Channels Balancing customer preferences with operational constraints is an ongoing challenge in customer experience. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Experience Investigators

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

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. The last year hasn’t been easy.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 103

Customer Experience Start-ups Customer Feedback Sales 103