Intercom, Inc.

DECEMBER 19, 2018

The best of the blog. Significant digits: 240 blog posts, 18 videos. Significant digits: 240 blog posts, 18 videos. It has been a year of extraordinary growth at Intercom. Meanwhile, Intercom, the company, welcomed hundreds of new hires across the organization and opened a new office in Sydney. The Next Chapter of Intercom.

Engineering 150

Engineering Start-ups Gaming Sales 150

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Pratibha Vuppuluri. Alexander M. maksymbabych.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Beyond Philosophy

MAY 25, 2016

Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month. with the help of a federal mediator.

Government 113

Government Customer Experience 113

CX Journey

JUNE 20, 2018

It appeared on their blog on January 16, 2018. Image courtesy of Pixabay I originally wrote today's post for Zingle. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers. How can we ensure that doesn’t happen? Customer experience is not customer service.

Customer Experience 56

Customer Experience Customer Service 56

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Pratibha Vuppuluri. Alexander M. maksymbabych.

Customer Service 182

Customer Service Start-ups Education Gaming 182

CX Journey

OCTOBER 24, 2018

If your website loads slowly, is ugly, or has broken links, the user experience suffers. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. How can you turn that into a promise?

Social Media 94

Social Media Customer Experience Start-ups B2B 94

1 to 1

JANUARY 10, 2014

Their mission: Find broken experiences, fix them, and measure the results. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog. Customer Experience Customer Service Customer Strategy customerexperience cxinnovation forrester'

Customer Experience 45

Customer Experience Customer Service 45

Fonolo

JULY 5, 2023

Just make sure you fix your mistakes! Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception? We couldn’t agree more.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Provide Support

AUGUST 10, 2015

In this blog article I would like to highlight some challenges your customer service team may face and give some recommendations on how to handle them efficiently and gain control over the situation. It is very irritating when technology fails, even if the issue has been reported to management and your team is doing their best to fix it.

Customer Service 85

Customer Service Social Media Technology Technology 85

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. Customer Experience is not a new idea. Three Market Conditions.

Customer Experience 56

Customer Experience Social Media Touchpoint Engineering 56

CX Journey

JUNE 25, 2019

Senior leaders want a more agile business, but it’s not a quick fix to achieve. 2) Tickets for the units of work needed Work is broken down both to suit time periods for sprints and to divide the different skills needed. This post originally appeared on Paul's site on March 9, 2019. Find the first post in the series here.

Start-ups 53

Start-ups Customer Experience 53

CX Journey

AUGUST 8, 2017

It appeared on their blog on December 30, 2016. Image courtesy of Pixabay I originally wrote today's post for Clicktools. How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inbox? And I'll add, ".

Customer Experience 56

Customer Experience Close the Loop Touchpoint Customer Journey Map 56

Help Scout

DECEMBER 26, 2018

It was such a good speech we talked her into writing it up for our blog audience. Anyone who’s ever received off-base, obviously templated cold outreach from recruiters knows that recruiting is broken. We’re proud of everything we published this year, but these are the pieces that stood out. Happy New Year, folks! Sales as a Service.

Sales 40

Sales Finance 40

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?

Double-Barreled Question 47

Double-Barreled Question Touchpoint Start-ups Customer Experience 47

PeopleMetrics

APRIL 23, 2014

We had written previously on such a story where a customer’s trust was broken, and they had spread it throughout Twitter, titled “ How To Disappoint Customers on Social Media: A Cautionary Twitter Tale ” Customer Trust: The Goal of Many. The belief that they have your best interests in mind. ” And, CMO.com.au

Entertainment 48

Entertainment Social Media Start-ups Voice of the Customer 48

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. As you grow functions, the audience for your roadmap widens.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. As you grow functions, the audience for your roadmap widens.

Engineering 165

Engineering Start-ups Finance Sales 165

CX Journey

JUNE 25, 2019

Senior leaders want a more agile business, but it’s not a quick fix to achieve. 2) Tickets for the units of work needed Work is broken down both to suit time periods for sprints and to divide the different skills needed. This post originally appeared on Paul's site on March 9, 2019. Find the first post in the series here.

Start-ups 32

Start-ups Customer Experience 32

Comm100

NOVEMBER 8, 2017

In this blog post, we’ll break down the habits of the pros and bring you their social media customer care secrets. The blog post is included in [eBook] The Definitive Guide to Social Media Customer Service. The blog post is included in [eBook] The Definitive Guide to Social Media Customer Service. Think Outside the Big Three.

Social Media 48

Social Media Customer Service Start-ups Sales 48

Hodusoft

AUGUST 16, 2023

If you are an established ISP or a business looking to provide broadband services, then this blog post is just for you. 5 Ways Multi-Tenant PBX Software Can Improve Your ISP Business In the last few years, a lot has changed the way individual users access the internet. One such technology is multi-tenant IP PBX software ! What’s an ISP?

Technology 52

Technology Technology Customer Retention Entertainment 52

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. Image courtesy of norjam8 I originally wrote today's post for Intradiem. How would your customers rate your omnichannel experience? It's probably time to make that a priority, if it isn't yet. Don't confuse that with multichannel or any of the other "xx-channel" terms. There's a difference!

Omnichannel 46

Omnichannel Retail Touchpoint Social Media 46

Confirmit

JANUARY 27, 2020

We thought this blog would be helpful to share with a wider audience so that Confirmit can continue to receive feedback on trends affecting the industry. I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders.

Social Media 52

Social Media AI Non-Profits Artificial Intelligence 52

Qualtrics

MAY 12, 2021

How can design research principles of being curious about your target market and learning what they need give you the ultimate edge in creating the best customer experiences? What is design research? Design research has become more important in business, as industries move towards designing high-quality customer experiences.

Sentiment Analysis 26

Sentiment Analysis Start-ups Social Media Actionable Insights 26

Comm100

NOVEMBER 27, 2017

From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. But why is that? The Psychology of the Apology. It turns out that to err is human, but to apologize (at least genuinely) may be less so.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

Intercom, Inc.

OCTOBER 31, 2019

If he didn’t fix it, he’d be fired. Fix it he did. Two weeks into Tim Campos’ job as the CIO at Facebook, Mark Zuckerberg’s executive assistant asked him to join the CEO for an important meeting at 8 a.m. the next morning. But when he arrived, his boss was nowhere to be found. million apiece. million apiece. Short on time?

Start-ups 169

Start-ups Technology Technology AI 169

Intercom, Inc.

MAY 31, 2018

blog , books on everything from product demos to outbound sales, and the Startup Chat podcast that he co-hosts with Hiten Shah. blog , books on everything from product demos to outbound sales, and the Startup Chat podcast that he co-hosts with Hiten Shah. Above all, Steli believes the key to success in sales is qualifying leads well.

Sales 223

Sales Non-Profits Start-ups CRM 223

Intercom, Inc.

OCTOBER 17, 2019

For once, the big debate isn’t about the brand of Post-Its or Sharpies. It’s not personas versus Jobs-to-be-Done. It’s not even about what should be a roadmap and what shouldn’t be. It’s about this idea that there’s a core difference between the output of a product team and the business outcome generated. That element?

Sales 119

Sales Engineering Start-ups Data Entry 119

Intercom

OCTOBER 27, 2021

?. Gone are the days of siloed customer operations , where sales lands a deal and hands it off to another team. The customer journey doesn’t end with a purchase, and if you’re not actively working to delight and retain your customers , sooner or later, you’ll have a leaky bucket on your hands. No more mass messaging.

Customer Relationship 64

Customer Relationship Sales Start-ups Technology 64

Intercom, Inc.

NOVEMBER 29, 2018

We weren’t able to fix bugs, improve the functionality of our APIs or even keep up with our constantly growing products. We wanted to fix these issues and worked on introducing versioning for our REST and Messenger Framework APIs. However, until recently we couldn’t apply the same philosophy to our APIs.

Engineering 29

Engineering 29

Intercom, Inc.

FEBRUARY 21, 2019

That’s why more and more businesses are turning to sites like G2.com com , the place to see what others are saying about their experiences with the myriad SaaS options for business. com’s CMO Ryan Bonnici believes software purchasing will continue to evolve into a more authentic selling and buying experience. Ryan joined G2.com

Education 123

Education Start-ups B2B Sales 123