Intercom, Inc.

JANUARY 12, 2021

Many of these approaches are intended as reasonable defaults; they are my opinions, they aren’t rules, and they certainly won’t fit every situation. Corey works with his customers on reducing their AWS bills, and he’s seen large numbers of cloud architectures in practice, so I think he’s a pretty good source on this.

Engineering 269

Engineering ML Technology Technology 269

Comm100

NOVEMBER 27, 2017

What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? From Papa John’s NFL apology to Louis C.K.’s

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

Help Scout

OCTOBER 30, 2018

If building an amazing team is critical to a company’s success, why is the bar so low for recruiting and hiring? Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. So why are so many recruiting practices so terrible? Thanks, Google.

Engineering 40

Engineering Start-ups Close the Loop Gaming 40

Intercom, Inc.

JULY 21, 2022

Let’s actually try and write it down. Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. On today’s show, we’re going to hear a little bit from each of them. Into the archives.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Fonolo

FEBRUARY 9, 2023

There’s debate over whether Ericsson or Rockwell was actually first to market with a true Automatic Call Distributor. In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents.

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. What is an Abandoned Call?

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

Intercom, Inc.

DECEMBER 18, 2018

The retail sales emails are obvious, but email marketing also includes things like: Review reminders for recent purchases. Every now and then, a marketer will publish a blog post claiming email marketing is dead, usually shortly after the creation of a popular new tool or social media network. What is email marketing?

Start-ups 150

Start-ups Non-Profits Social Media Sales 150

Totango

FEBRUARY 26, 2021

You probably have a list of reasons these customers give for not renewing. Ask good questions. Your sales team lands a new customer with great potential. You work hard at the on-boarding process and hit all of the milestones. Roll-out is on schedule. Over the year(s) of their contract term, you resolve every issue quickly.

Net Promoter Score 62

Net Promoter Score Social Media Start-ups NPS 62

CX Journey

FEBRUARY 14, 2017

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. Why is the service so bad? Is this something we can actually change? That’s a given.

Construction 52

Construction VOC Voice of the Customer Customer Experience 52

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. So let’s start! At the same time it is also what most companies are missing.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. So let’s start! At the same time it is also what most companies are missing.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Comm100

MARCH 25, 2024

When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put out of their misery. Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for.

Start-ups 97

Start-ups AI Customer Expectations Social Media 97

Comm100

OCTOBER 17, 2017

New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

Social Media 50

Social Media Customer Service Start-ups Customer Survey 50

Comm100

FEBRUARY 7, 2018

While stiff contracts aren’t necessarily a reason not to choose a customer engagement solution, being aware of this reality can help you better do your research and analyze the cost-benefit of software before committing to it. Maybe it’s missing some key features or isn’t as user-friendly as you had hoped. Hidden Costs Add Up.

CRM 41

CRM Social Media Start-ups Touchpoint 41