Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. She creates front-end libraries, a role that perfectly suits her given her life-long passion for user experience, design, and building things. But going into staff plus roles is another beast entirely. Unblock bottlenecks?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Uniphore and Tech Mahindra have joined together to transform customer services and to ensure that every customer has a voice. Uniphore and Tech Mahindra Partnership.

E-commerce 130

E-commerce Innovation Compliance AI 130

Intercom, Inc.

SEPTEMBER 1, 2021

Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued. Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued. This isn’t always the case across the industry.

Start-ups 138

Start-ups Sales Gaming 138

CX Accelerator

AUGUST 19, 2019

We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. We are all guilty of not communicating enough on occasion.so

CX 182

CX Customer Journey Map Touchpoint VOC 182

Intercom, Inc.

MARCH 15, 2018

They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom, Inc.

JANUARY 16, 2020

But what happens when you take away the constraints of an actual whiteboard – the location, the space, and the time? Short on time? In our discussion we unpack what this means for them as a company and for their customers. We hear how sharing the pain that your customers experience is key to understanding it.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Their discussion covered three key strategies for powering up customer success.

Customer Journey Map 81

Customer Journey Map NPS Touchpoint Start-ups 81

Steven Van Belleghem

SEPTEMBER 19, 2021

During my keynotes, I often get the question “Where should we focus on if we work in a commodity business?”. I always confront them with questions of my own, when they do: “Is there really such a thing as a commodity business? Every organization can add services on top of the products that they deliver. And so can you.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

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. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

JULY 5, 2023

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. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Totango

JUNE 15, 2022

Right now, we are on the cusp of an economic downturn. All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. How to Solidify Customer Relationships During an Economic Downturn.

Customer Acquisition 102

Customer Acquisition Customer Relationship Customer Retention Start-ups 102

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.

Engineering 150

Engineering Start-ups Gaming Sales 150

Intercom, Inc.

DECEMBER 14, 2022

Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year. 2022 has been a year for the books, with major changes and uncertainty across every industry. .

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Intercom, Inc.

APRIL 29, 2021

Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. I’m in for experimenting with different content formats. Ideally, this wouldn’t be a conflict.

Innovation 118

Innovation B2B Start-ups Education 118

Intercom, Inc.

DECEMBER 28, 2022

But we’re optimistic by nature, and as we reflect on the year just gone, there is plenty to be thankful for. 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. Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. To extend that conversation, I hosted Rich on our podcast.

Engineering 192

Engineering Technology Technology Start-ups 192

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Marc was joined on stage by Jyl Applegate from Humana, and Balakarthik Venkataramanan from Bill.com. Key Takeaways.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

Hodusoft

FEBRUARY 29, 2024

That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. As per one recent study by Datto, MSPs, on average, serve 122 clients. Read on and thank us later.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Now, drones can deliver items purchased on Amazon to your door.

Customer Satisfaction 101

Customer Satisfaction B2C B2B Customer Relationship 101

SurveySensum

JANUARY 10, 2024

On a Sunday evening, I was relaxing on my couch, binge-watching my favorite series after a busy weekend. They were asking for feedback on their products. After all, on a lazy Sunday, the last thing I wanted to do was complete a survey. The issue — they were sending surveys at the WRONG time.

NPS 52

NPS Customer Feedback CX Text Analytics 52

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Touchpoint 93

Touchpoint Start-ups Customer Experience 93

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). So, I reached out to Zendesk to get their take on the report and invite them onto our podcast.

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback.

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. One of the biggest questions I get asked is, “What do I write about?”

Education 215

Education Start-ups Engineering 215

Zendesk

APRIL 18, 2022

This knowledge cultivates a more nuanced experience for every lead, likelier conversion, and better targeted campaigns in the future. Conversely, if you are the one reaching out to a lead via phone, direct mail, or TV ad, these are also lead sources. Blog articles. What is a lead source? Email campaigns. Search engines.

Social Media 98

Social Media CRM B2B B2C 98

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. Get to the point.

Start-ups 202

Start-ups Customer Feedback Sales 202

Execs In The Know

APRIL 26, 2023

After all, it’s no secret that doing things the same way as everyone else doesn’t always benefit an organization’s success. Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Beyond Philosophy

JUNE 27, 2019

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate? This is not unusual—our research shows that more than 50 percent of a customer’s experience is based on emotions.

Net Promoter Score 138

Net Promoter Score Hospitality Hospitality Customer Loyalty 138

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Challenge things honestly, be bold and be kind.

Start-ups 102

Start-ups Customer Loyalty Customer Satisfaction Sales 102

Intercom, Inc.

FEBRUARY 26, 2018

It’s even harder if you don’t know all of the armies on the field, their strategies and weapons, or even who’s a friend and who’s a foe. In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. Interest rates are at all time lows.

Engineering 224

Engineering Technology Technology Innovation 224

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Intercom, Inc.

OCTOBER 3, 2019

? ?. On this week’s show, we catch up with email marketing strategist, Val Geisler, as she walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase. Short on time? If they’re still on the appetizer, don’t send the dessert course. Specialize.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143