Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. All these efficiencies come together to make live chat a much cheaper alternative to phone.

Omnichannel 52

Omnichannel Contact Center CRM Social Media 52

Comm100

AUGUST 31, 2020

This blog focuses on one key complaint that almost every customer support team hears, and reveals how you can tackle it with grace and efficiency: “I hate being passed between agents and having to repeat my query every time.”. or “I want to make a complaint”. In our digital-first marketplace, channels are growing and evolving fast.

Customer Service 52

Customer Service Omnichannel Touchpoint Customer Expectations 52

Comm100

AUGUST 31, 2020

This blog focuses on one key complaint that almost every customer support team hears, and reveals how you can tackle it with grace and efficiency: “I hate being passed between agents and having to repeat my query every time.”. or “I want to make a complaint”. In our digital-first marketplace, channels are growing and evolving fast.

Customer Service 52

Customer Service Omnichannel Touchpoint Customer Expectations 52

Intercom, Inc.

JANUARY 14, 2021

Information from the front lines is critical when helping product decision-makers prioritize what to build next. And so the product managers need to figure out a way to tap into it, to have that communication line and flow of information from the people on the front lines. And you make sense of it.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. The solutions are extremely flexible and cost-effective because of easy scalability and low up-front cost. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Customer Service Life

MARCH 8, 2018

This article was originally published on the FCR blog on February 16, 2018. It’s the preferred method in support organizations for bubbling up important concerns from the front lines as well as quickly resolving customer escalations and questions. Click here to read the original. What are the top ways your team uses Slack?

Contact Center 60

Contact Center Customer Service 60

1 to 1

AUGUST 22, 2013

Sometimes these partners are the face of your company on the front lines in the form of agents, dealerships, value-added-resellers (VARS), distributors, and outsourced call center reps or technicians. Alternatively, they might act behind-the-scenes in the case of suppliers, outsourced credit or risk services, or billing and invoicing vendors.

Invoicing 40

Invoicing Customer Experience Sales CX 40

Comm100

DECEMBER 12, 2017

Customer tells many people about the issues and problems he experienced with the company and even writes a blog post about his experience which he shares with the world! The above journey is actually a journey from my own experience… and yes, I did write a blog post about it! Building a Map.

Customer Journey Map 58

Customer Journey Map Customer Experience Touchpoint Social Media 58

Help Scout

JULY 29, 2021

As the user scrolls, the content transitions from FAQ to blog posts covering content that might be helpful for a prospective student. Putting relevant content front and center to give context to the experience you’re providing is an excellent practice for creating an FAQ page. After logging in, the display changes slightly: .

Start-ups 142

Start-ups Education Sports Engineering 142

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. And the customer is right there in front of you, telling you about the experience.

Social Media 34

Social Media B2B Voice of the Customer Sales 34

ECXO

JANUARY 30, 2024

The PFC is located at the front of the brain and the Hippocampus is in a central position of the brain, they are crucial players in customers’ perception and memory of brand experiences. This could be done through blogs, webinars, infographics, or any other type of content that provides value and educates your customers.

CX 52

CX Customer Loyalty Education Customer Retention 52

Hodusoft

SEPTEMBER 20, 2023

This blog post discusses the call queue system in great detail including how it works, benefits, as well as strategies to enhance call queuing. The first call to arrive goes to the front of the queue while the successive calls line up after it. Read on and thank us later. What is a call queue?

Contact Center 52

Contact Center Omnichannel Start-ups Engineering 52

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

Waypoint Group

NOVEMBER 6, 2015

This post was originally written for Shep Hyken’s Customer Service blog. Alternatively, consider this example: “We received feedback from 82% of our total revenue. You’ll need those partnerships anyway to drive the right change after the fact, so might as well enlist them up front to be a part of the solution.

B2B 49

B2B Net Promoter Score Finance NPS 49

Intercom, Inc.

APRIL 29, 2020

You can check out my full slide deck and blog post below. The situation we face in front of us is changing on a daily basis and, frankly, it will continue to change over the coming year or even two years. Similarly, if you have events planned for this year, you should look to virtual alternatives.

Education 228

Education Event Planning Start-ups Healthcare 228

Intercom, Inc.

OCTOBER 31, 2019

We built a bunch of next-generation technology for everything, from how we recruited employees into the company to how we managed the relationship with customers to how we let people in the front door. But when you don’t have a lot of data, that puts a lot more emphasis on the heuristics or on the intelligence of the algorithms.

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. We think there are better alternatives.” People will fight us on this, but more importantly, they will never forget that we put their interests in front of ours. They will tell their friends.

Sales 223

Sales Non-Profits Start-ups CRM 223

Intercom, Inc.

MARCH 1, 2018

He’s also taught front-end web development at General Assembly and been a Design Mentor at Andreessen Horowitz. I was a visual designer and did everything from waterfall-type UX to visual design to front end to back end. Seeing that and understanding the alternatives of what they could’ve done just resulted in a Twitter rant.

Start-ups 209

Start-ups Engineering Government 209

Intercom, Inc.

OCTOBER 22, 2019

Address them right up front so they don’t have to hunt around for answers. For more complex or detailed best practices create a doc, blog post or webinar and link to that from your message. The alternative is likely to be a failure to adopt your product. Answer the three most common questions customers have on the first day.

Start-ups 200

Start-ups Customer Retention Touchpoint Education 200

ProProfs

DECEMBER 27, 2022

This blog post discusses a central piece of the puzzle for every sales hiring or training process – sales assessment. They use empathy and emotional intelligence to understand their customer’s needs and keep those needs in front of their mind throughout the sales process instead of just blindly following a sales pitch.

Sales 52

Sales Retail Gaming Start-ups 52