Intercom, Inc.

MARCH 15, 2018

All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. Will Larson: When I graduated from college I was actually teaching English in Japan for a year, and that’s when I started doing a lot of tech blogging. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Beyond Philosophy

SEPTEMBER 15, 2015

Harvard Business Review called it “ The One Number You Need to Grow ” way back in 2003. EST. Rocks will share his insight on simple experiences, as well as other interesting trends and discoveries Satmetrix has made over the years. The NPS score has been around for years and has seeped its way into business vernacular.

Net Promoter Score 153

Net Promoter Score NPS CX Retail 153

Totango

SEPTEMBER 1, 2022

You and your client might assign a certain margin of deviation from this conversion rate as a situation that calls for investigation and review. Include a list of discovery questions as well as KPIs to discuss with your customers as possible SMART performance metrics. Reviews don’t need to be limited to adverse situations, either.

Customer Journey Map 97

Customer Journey Map Artificial Intelligence Net Promoter Score AI 97

Intercom, Inc.

JUNE 21, 2018

Max Altschuler has made a career seeking out efficiencies in sales – hacks, as he calls them – and sharing them with the wider SaaS and sales community. I was sharing what we were doing on my blog at the time. I think it was called “Max Talks Hacks” back then. Cold calling is still a skill.

Sales 183

Sales Start-ups Finance Education 183

Beyond Philosophy

JANUARY 18, 2016

Their stock lost 30% in the first 24 hours after the discovery, faced fines of up to $18 billion, class actions lawsuits, and were subject to a criminal investigation in the U.S. Comcast guy took a nap on Customer’s couch and son’s pillow during a service call. The CEO Martin Winterkorn apologized and then resigned.

Entertainment 109

Entertainment Social Media Start-ups Customer Experience 109

Intercom, Inc.

APRIL 29, 2021

Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now. “Content marketers are in a very tricky spot because there is this more traditional path of content, of being very focused on blogging, SEO, and growth through publishing a lot of blog posts.

Innovation 118

Innovation B2B Start-ups Education 118

Intercom, Inc.

NOVEMBER 20, 2018

These factors will also impact the primary call to action on your website. At the other end, you’ll have six-figure solutions that will rely on a longer sales cycle that could include everything from a discovery call to a number of in-person meetings. At this point, the lead can be qualified further via a phone call.

Sales 178

Sales B2B Start-ups Education 178

SurveySensum

JULY 7, 2023

If yes, then this blog is for you. Touchpoint Product listing or category pages Type of Survey Product Discovery Survey When to Send After the customer has spent some time browsing the product listing or category pages. These newsletters contain beauty tips, beauty blogs, special offers, and discounts.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

SurveySensum

JULY 7, 2023

If yes, then this blog is for you. Touchpoint Product listing or category pages Type of Survey Product Discovery Survey When to Send After the customer has spent some time browsing the product listing or category pages. These newsletters contain beauty tips, beauty blogs, special offers, and discounts.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

Aquire

AUGUST 30, 2021

Some time later, the customer calls in with the same issue, but this time another agent picks it up. Call them by their name. Make sure your team members do appropriate research before sending cold emails or doing discovery calls. As we mentioned, using your customer’s first name in promotional emails is good practice.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

ClientSuccess

SEPTEMBER 26, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve also started using a product called Loom to send videos/screen recordings over email for certain questions (e.g., Question 3. Question 5.

Start-ups 40

Start-ups Innovation 40

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author @BlakeMichelleM | blog "The future of customer experience is around providing tailored and personalized customer experiences.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

SugarCRM

FEBRUARY 2, 2022

For example, blog posts that help you show up in the search engine results drive traffic to your site. Based on lead scoring, valid leads are nurtured via email drip campaigns, follow-up phone call offers, or invitations to find out more. Here’s a high-level overview of what a common lead management process looks like. Generate Leads.

Social Media 49

Social Media Sales AI Start-ups 49

Zendesk

FEBRUARY 7, 2022

That might mean following up on a messaging or social media channel with a link to relevant tips and tricks from the knowledge base or company blog. This sometimes requires getting into what Brummel calls “an awkward place.”. Customer service. Customer support. One type of interaction. gated-cta-in-post].

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Inside Customer Service

MARCH 16, 2023

This was an accidental discovery. Remote bosses set a better example When I managed a call center, I regularly picked different seats in the center and took calls alongside my agents. Here are a few examples I've witnessed: Hovering over an agent while they're on a call. It was a dead end. Panicking over the queue.

Contact Center 171

Contact Center Customer Service 171

Intercom, Inc.

JULY 26, 2018

After Josh brought on a part-time CFO, they made the unfortunate discovery that Baremetrics only had six to eight weeks of runway left and had to act quickly to keep the ship from sinking. Josh: I had so many phone calls with our finance guy just trying to figure out what it would take for us to turn the ship around. Paying it forward.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

Qualtrics

SEPTEMBER 19, 2019

As interns, if we set an initial qualifying meeting, we would usually introduce the agenda, then hand it over to the account executive for the discovery questions. Lunch hour was usually dedicated to self-development so I’d listen to my own recorded calls and calls from top performers.

Sales 20

Sales Gaming 20

Qualtrics

MAY 12, 2021

Design research is not about how a product looks (that’s called product design). The discovery of further or better opportunities. Some examples of secondary resources are listening to conversations on social media channels and forums or looking at personal blogs of key customers. Do I use primary or secondary research?

Sentiment Analysis 26

Sentiment Analysis Start-ups Social Media Actionable Insights 26

SurveySensum

FEBRUARY 17, 2021

Include the prep materials like blogs, podcasts, or videos for the customer journey mapping workshop to the first-time participants so they get an idea about what they’ll find in the workshop. Share the discovery, findings, and new ideas with the entire team and bring everyone on the same page. Create a repository!

Customer Journey Map 59

Customer Journey Map Touchpoint VOC Start-ups 59

ClientSuccess

APRIL 20, 2017

Sales: Sales and CSMs typically work hand-in-hand as it is, but with this model, a CSM can help provide insight to the Sales team during the discovery phase, prior to kick-off and on renewals, Net Promoter Scores, and can tag team on upsells and customer calls. Blog Posts: 3 Fundamentals for Scaling Customer Success.

Net Promoter Score 40

Net Promoter Score Start-ups B2B Engineering 40

Intercom

MARCH 9, 2023

Still, over time, they’ll become cheaper and more ubiquitous, allowing for more experimentation and discovery. While it’s still too early to measure the success of Intercom’s beta experiment, adoption and usage of the latest AI-powered features have been huge and early feedback is very promising. Talia Goldberg: Sure, thanks for having me.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Intercom, Inc.

FEBRUARY 17, 2022

Although he started his career as a suit on Ogilvy & Mather in Madison Avenue back in the 80s, it wasn’t until he shifted to B2B that he found his true calling. Discovery is absolutely right, and I think you’re looking for the people having the most fun in the company. Over the years, Doug realized something. Liam: I love it.

B2B 209

B2B Start-ups Education Entertainment 209

Hodusoft

JULY 13, 2022

These words have been memorialized in history and the above-mentioned date is marked as the official date of the discovery of the telephone by Alexander Graham Bell. In this blog, we will disclose detailed information related to PSTN. Whenever a person needs to call another person, the call would first reach a centralized office.

Technology 52

Technology Technology Start-ups 52

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Aggregated “toolkits” of paired blog posts, webinars, and ebooks.

Customer Service 80

Customer Service Artificial Intelligence Start-ups Education 80

Zendesk

NOVEMBER 1, 2021

Meanwhile, customer experience (CX) teams work hard to provide great experiences at every single touchpoint, from discovery to purchase and beyond. The CS team provides onboarding resources—such as videos, knowledge base articles, and blogs—so their customers can make the most of the CRM. Adoption stage.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

Intercom, Inc.

APRIL 15, 2021

The most important part is to spend time doing user discovery: meeting with your CS team, reading through the tickets, doing all of that discovery work to identify the common threads you’re seeing in there and how you can make the process of addressing them frictionless. Getting real about AI.

AI 118

AI Start-ups B2B Predictive Analytics 118

Intercom, Inc.

JULY 9, 2020

And I’m a writer of a newsletter called Tech Bound, in which I hone in on marketing strategies and customer acquisition. So just having a blog, being out there speaking and writing and giving back to the community in some sense, also really helped to be lucky to be part of that community and maybe be at the forefront of it as well.

Engineering 199

Engineering Start-ups E-commerce B2C 199

Totango

FEBRUARY 26, 2021

Then two months before renewal, you get the call: the customer has decided not to renew. A great way to do this is to schedule a discovery call with new customers. Your initial discovery call should be followed up with regular performance reviews. Roll-out is on schedule. This probably came as a surprise to you.

Net Promoter Score 62

Net Promoter Score Social Media Start-ups NPS 62

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. How-to blogs, articles, and videos addressing your market’s pain points. Setting up a post-discovery call to set customer goals.

Net Promoter Score 63

Net Promoter Score Sales Customer Journey Map Customer Retention 63

Intercom, Inc.

SEPTEMBER 26, 2019

I think everyone likes to call themselves a platform, but I think “platform” is one of the most overused words. All of our capabilities that we had built ourselves were built on top of APIs, rather than being built directly with calls onto our core engine. They’re called notification apps. Jeff: They’re hard calls.

Start-ups 170

Start-ups Compliance Innovation Government 170

Intercom, Inc.

DECEMBER 20, 2018

When I built Mailshake, I initially called it contentmarketer.io During that year, I was the VP of Marketing at a company called When I Work. When you look at one or two phone calls your week, you may not have hundred to list out. I’ve probably sent over 10 million emails from a link-building and SEO perspective.

Sales 151

Sales Start-ups E-commerce Non-Profits 151

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. CCW Digital’s Fall Executive Report reveals that 80% of organizations call artificial intelligence “important.” Why Chatbots? This is especially true for phone assistance.

Contact Center 50

Contact Center Artificial Intelligence AI Social Media 50

Intercom, Inc.

FEBRUARY 22, 2018

For Grubhub it was calling a restaurant on the phone and ordering food. Adam: With a discovery tool like Pinterest, or a productivity tool like Trello, you have to paint a picture for people of how to use the product, so they’re not just staring at a blank page, wondering what to do next, and then leave and never come back.

Start-ups 194

Start-ups Education Engineering Sales 194

ClearAction

OCTOBER 2, 2017

10) Pattern Discovery : learn how to scan through raw data, cross-tabs, and multiple sources of data and graphics to find patterns that tell a richer story. Make explicit calls to action in every slide, if possible: answer the “so what” and “clobber them over the head” with “next steps” suggestions.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

Kerry Bodine

NOVEMBER 15, 2017

We got a ton of great questions from the attendees, but didn’t have time to answer them all on the call. You can find more information about their research my blog post entitled Why You Need To Measure Journeys—Not Just Touchpoints. Can it be done via chat room or bulletin board focus groups in the initial (discovery) phase?

Customer Journey Map 48

Customer Journey Map Contact Center Touchpoint Start-ups 48

Lumoa

JUNE 28, 2018

Navigate the blog post -> Chapter 1. HubSpot realized that when a customer starts using the software, there has already been a long journey to this point from initial discovery, blog articles or marketing and sales e-mails. Everyone and everything is customer experience. Revenue and growth is a function of happy customers.

NPS 64

NPS Net Promoter Score Touchpoint Customer Feedback 64