Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Tech support. Customer service.

Touchpoint 117

Touchpoint B2B Customer Journey Map Social Media 117

Intercom, Inc.

APRIL 30, 2020

In times like these, we could all use friends, supporters, collaborators. We’ll also offer resources to help your sales team do the same. Imagine putting our minds together to create powerful messages that speak to all of our customers, prospects, and brand followers. Example sales one pager.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Totango

JANUARY 22, 2024

Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. Karen Budell, Chief Marketing Officer, Totango Generative AI will be an evolving partner for CS Businesses will depend on CS teams to drive revenue growth from the customer base.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Intercom, Inc.

DECEMBER 28, 2022

Like so many other companies in the space, Intercom was also affected by these difficult economic headwinds. In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Zara Burke , Principal Editor.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom

DECEMBER 19, 2023

The potential for generative AI to revolutionize customer service was obvious from the moment we first had a conversation with ChatGPT, and our AI and Product teams sprung into action. Here, the Intercom Content team selects their favorite pieces from 2023.

AI 96

AI Engineering Sports Customer Service 96

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. With three decades of experience under her belt, she has learned a thing or two about helping companies build customer-centric businesses.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Supporting CS research. Any individual or company can start a customer success community. Support CS managers with information and advice from the community.

Social Media 117

Social Media B2B Customer Loyalty Start-ups 117

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. Customers today are more connected than ever and expect to interact with brands across multiple channels seamlessly.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. This communication is crucial for engaging the whole team to act on customer insights and implement actions quickly.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Totango

JULY 28, 2021

Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand. Coordinating resolution of customer support issues.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Intercom, Inc.

SEPTEMBER 22, 2020

He noticed that pretty much every company was leveraging spray-and-pray tactics of cold calling, mass emailing, and generic advertising. At the time, the advent of modern technology, like caller ID, spam protection software, and ad blockers, offered a way to finally dodge brands’ non-relenting bids for attention.

Gambling 211

Gambling B2B Education Business Growth 211

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

SurveySensum

FEBRUARY 29, 2024

Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. Eventually, Neha left for a competitor, leaving a void in her team and a loss to the company. It’s more than just job contentment; it’s about feeling valued, engaged, and supported.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom, Inc.

DECEMBER 14, 2022

This October, we were delighted to present our sleekest, most powerful Messenger yet – the only fully customizable messenger that you can truly make your own, optimizing the experience of both your team and your customers throughout their journey. – Erik Wantland, Director of Support, Copper. Tickets: a new way to use Intercom .

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Execs In The Know

NOVEMBER 22, 2022

This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. . For most companies, the central hub model tends to be more popular due to its consistency, oversight, and scalability benefits.

Contact Center 98

Contact Center CX Technology Technology 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” And failure to deliver adequate support can negatively influence the same.

Net Promoter Score 98

Net Promoter Score B2B NPS Customer Satisfaction 98

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Your team members are buzzing with energy, and you feel a surge of creativity and motivation. What is Employee Satisfaction?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Hodusoft

APRIL 4, 2024

According to a report , one in three customers leave a brand they love after just one negative experience, while 92% abandon a company after two or three negative interactions. Additionally, 60% of consumers would stop doing business with a brand if they didn’t receive friendly service. Let’s get started!

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. A profound transformation is underway in customer service.

Customer Service 86

Customer Service CX AI Start-ups 86

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? As a result, Gartner predicts many companies will switch to using cloud-native platforms this year. Business continuity, improved scalability and increased functionality are the top reasons companies choose to make the switch [1]. Your people.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Fonolo

MARCH 28, 2023

They also share and compare their experiences with your business against the biggest brands in the world. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. Excellent customer experience is a must and should never be overlooked. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

Construction 107

Construction Education Customer Retention Start-ups 107

Intercom, Inc.

JANUARY 30, 2019

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. Below I share examples plus true “lessons learned” advice on getting started with bots at your company. On our demo page, the bot triggers immediately and gathers the person’s company name, email address and personal name.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” ” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee.

B2C 118

B2C B2B Social Media Start-ups 118

Intercom, Inc.

JANUARY 3, 2020

More and more companies are reaching the tipping point where their human teams can’t keep up with their growing volume of support conversations. Chatbots are supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes. But there’s some tension at play. It’s too vague.

Start-ups 222

Start-ups Customer Relationship 222

Execs In The Know

JULY 4, 2023

Recently, a Gallup survey showed that only 22 percent of teams think their leaders have a clear direction of where to take the company. In this blog post, we’ll explore how to get on the right path to becoming an inspiring CX leader and how this trait can benefit you, your team, and your company overall.

CX 97

CX Start-ups Customer Experience 97

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth.

B2B 83

B2B Net Promoter Score Education Social Media 83

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

Zendesk

NOVEMBER 15, 2021

Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat their customers. And 83 percent of consumers say they will not do business with brands they don’t trust. 83 percent of consumers say they will not do business with brands they don’t trust.

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

Aquire

OCTOBER 6, 2021

It involves every single interaction someone has with your company from the very first touchpoint, all the way to post purchase. Think about when someone reaches out to a call center or live chat agent to ask about an order issue — a negative interaction with a rep could change a customer’s entire perception of your brand for the worst.

Customer Service 98

Customer Service Net Promoter Score Customer Experience Social Media 98

Zendesk

MARCH 22, 2021

But to snag more endorsements of your brand, you’ll need to learn how to identify great opportunities and tell compelling stories. Companies often solicit testimonials from happy or long-term clients, then present their recommendations as featured quotes, articles, videos, or podcasts. And most do! What is a customer testimonial?

B2B 98

B2B Entertainment Start-ups B2C 98

Totango

DECEMBER 6, 2021

As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022.

E-commerce 94

E-commerce Customer Journey Map Sales Technology 94