Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. The best of the blog. Significant digits: 240 blog posts, 18 videos. Eoghan McCabe, CEO. “We

Engineering 150

Engineering Start-ups Gaming Sales 150

CSAT.AI

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. We are addressing some of the key points to keep in mind to ease managing your remote customer service team. Choose tools that unify your team like cloud project management apps and a digital knowledge base. Lead by example.

Customer Service 52

Customer Service CX AI Customer Satisfaction 52

Customer Bliss

MAY 6, 2020

During our conversation, Horst provided some specific crisis management advice; he also offered wisdom that leaders can apply in their day-to-day lives during more stable times. Is it excellent for our customers? Excellence is a series of careful decision-making (.) I don’t care who they are. Good decisions.

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Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Comm100

JUNE 25, 2020

Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. You may naturally feel worried about the future – and so do your customers.

Customer Service 52

Customer Service Social Media Start-ups B2B 52

SurveySensum

MAY 20, 2020

We as humans have faced crisis situations in the past and always have come back stronger “descent with modification” The impacts of the COVID-19 pandemic continue to reverberate within our neighborhoods, workplaces and homes and throughout our economy. With the situation, there has been a change in the mindset of customers.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

PeopleMetrics

OCTOBER 1, 2015

A Snapshot of My Customer Experience. This was a minor crisis. I walked up to a locked front door, just as a teenage employee was letting some customers out. As I walked inside, a cashier and a manager—who were standing 30 feet away by the cash registers — shouted a series of OH! On a Sunday, just before 6:00 p.m.,

Customer Experience 90

Customer Experience Customer Retention Customer Loyalty Customer Service 90

Qualtrics

JUNE 1, 2020

How much do you feel supported during the crisi s? That’s the customer data every company needs during the crisis, but very few have. The company develops secure cloud-native applications to manage complex environments along with support, training, and consulting. Customers have appreciated the follow-up.

Voice of the Customer 26

Voice of the Customer Customer Feedback Customer Experience 26

Beyond Philosophy

APRIL 17, 2017

But United’s response to the entire thing shows an appalling tone deafness and disregard for its customers. United Has Shown That It Doesn’t Really Care About its Passengers. After the incident, United CEO Oscar Munoz released a statement saying, “I apologize for having to re-accommodate these customers.

Social Media 110

Social Media Compliance Customer Experience 110

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. . “Companies often fiddle while Rome burns.”

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Comm100

SEPTEMBER 1, 2016

The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. Look at them as an opportunity to build on your customer relationships. Social media. The bottom line?

Social Media 44

Social Media Retail Customer Service Customer Relationship 44

Qualtrics

MARCH 19, 2020

As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity.

CX 56

CX Healthcare Close the Loop Actionable Insights 56

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. These tips will keep you from wasting time and ensure that your customers are getting their questions answered in a timely manner. Be Consistent.

Social Media 45

Social Media Customer Service Non-Profits Contact Center 45

Intercom, Inc.

APRIL 9, 2020

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. Assisting both customers and support staff by offering predictive suggestions. But others might need more direct answers.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Execs In The Know

FEBRUARY 17, 2023

To avoid being left out of the conversation, most brands have already implemented a social customer care strategy, having realized that their followers care as much about the product and service as they do about the experience. Example: Take for example a deregulated utility company.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Fonolo

FEBRUARY 9, 2023

This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. And for many call center managers, maintaining these service levels is a top priority. The 80/20 rule gives us a goal for 80% of the customers. What is the Purpose of Service Levels?

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Here’s your complete guide to improving customer perception of your business.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Intercom, Inc.

MARCH 24, 2020

Supporting your customers with efficiency and empathy is challenging in the best of times. Depending on the nature of your business, you may experience an increased volume of conversations, more requests for refunds and cancellations, and perhaps even dealing with customers who are understandably on edge.

B2B 31

B2B Start-ups Sales 31

SugarCRM

SEPTEMBER 8, 2022

New research from SugarCRM shows that most (55%) of sales and marketing professionals cannot identify customers at the risk of leaving, with 71% suspecting customers are leaving due to poor customer service or experience. This year, 58% of global respondents said their customer churn rate has increased over the last 12 months.

Sales 26

Sales CRM Actionable Insights Customer Relationship Management 26

SugarCRM

AUGUST 18, 2022

New research from SugarCRM shows that many (55%) of sales and marketing professionals cannot identify customers at the risk of leaving, with 71% suspecting customers are leaving due to poor customer service or experience. This year, 58% of global respondents said their customer churn rate has increased over the last 12 months.

CRM 26

CRM Sales Finance Actionable Insights 26

Intercom, Inc.

AUGUST 30, 2018

I did interaction, visual design, and then got into management. It was an incredible place for me to learn: about ecommerce, about scale, and just in general about management practices. ” to “I’m having to influence my product manager. I was at an agency for a while and then moved to the Bay Area in 2001.

Start-ups 149

Start-ups Engineering 149

Intercom, Inc.

OCTOBER 17, 2019

In our chat, we discuss the five inputs that guide us at Intercom; how to think about the relationship between inputs, outputs and outcomes; and how to frame projects as customer problems instead of business problems. So the inputs could be a vision or a feature request or a customer complaint or whatever. And I believe all that, too.

Sales 119

Sales Engineering Start-ups Data Entry 119

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service.

Social Media 50

Social Media Customer Service Start-ups Customer Survey 50

Intercom, Inc.

APRIL 2, 2020

Loren Padelford , General Manager, Shopify Plus. Tom Ronen , Head of Customer Success at Monday.com. At the heart of all this is a human crisis and that’s not forgotten by any of the companies we spoke with. We’ve managed it remotely from day one. So we can manage the platform and the software totally remote.

E-commerce 260

E-commerce Retail Start-ups Education 260