Comm100

SEPTEMBER 19, 2022

For organizations looking to improve their customer service and support operations, SMS is now becoming an essential channel alongside the likes of live chat, email and social media. We know that nearly everyone has a phone so, it’s little surprise that messaging by SMS is the most convenient channel for your customers.

Social Media 52

Social Media Customer Satisfaction CX Customer Service 52

UJET

AUGUST 5, 2020

Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. When you have someone living abroad, you gain a new perspective which helps globalize the product, the service, and the user experience. A Growing Experience.

Start-ups 133

Start-ups Actionable Insights 133

Customer Bliss

AUGUST 18, 2020

Look out for candidates who have prior experience in using a wide range of tech – email support, live chat, call centre experience, for instance. Do a mock up phone call or chat conversation. Employees are having to deal with a lot of stress and anxiety surrounding their professional and personal lives.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Return Customer

NOVEMBER 28, 2018

Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. A few years later, the telegram wasn’t relevant anymore as everyone switched to the telephone. Take to forums where your customers hang out and read their comments on blog posts.

Customer Service 124

Customer Service E-commerce Social Media Engineering 124

Zendesk

MAY 26, 2021

But not everyone agrees on what it is or how to do it well. The goal of customer service is to foster better customer relationships. Customers are more online than ever—and they expect online experiences that are on par with, or better than, in-person experiences. Synchronous means real-time chat. Clear communication.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Customers That Stick

OCTOBER 2, 2014

Can everyone become proficient at learning and using these skills or will some people always have difficulty? Some people will excel at it more than others — as with any skill — yet everyone is capable. Anything written (email, live chat), requires infusing your writing with positive emotion to prevent misunderstandings.

Government 152

Government Customer Service Customer Experience 152

Intercom, Inc.

FEBRUARY 20, 2020

Buster sat down with us for a wide-ranging chat that pinballed from our perpetual search for alignment (and why it might be misguided) to the time and place to play devil’s advocate. But I’ve always had this tension between the creative and the progress of technology and how it can help us be better people. Short on time?

Start-ups 232

Start-ups Technology Technology Social Media 232

SurveySensum

MARCH 12, 2024

In this blog, we will explore the basics of survey logic, its different types, and how it can benefit you in various ways. Let’s find out more about each of these to get a better understanding of survey logic. This way, everyone gets a smoother and quicker survey experience. What is Survey Logic?

Start-ups 52

Start-ups Actionable Insights Retail Gaming 52

Beyond Philosophy

JUNE 5, 2017

It’s not the best customer experience, but if you travel often, you learn to live with it. They’re hoping to make the experience better for both guests and employees. She liked the milkman and she enjoyed their chats when he came round for payment. So you wait. But then our milkman left the company and we got a new one.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

Intercom, Inc.

JANUARY 28, 2021

They should be simple, accessible, and easy to use for everyone. In this episode of Inside Intercom, our Director of Brand Marketing Sarah Tran had the honour of seating down with Amanda for a chat about how governments can leverage technology to build better services and empower its citizens. Mistakes come with the territory.

Government 249

Government Start-ups Innovation Technology 249

Intercom, Inc.

DECEMBER 14, 2022

In today’s episode, we sat down with Harry Stebbings to chat about getting started on a new project, creating content, and the current landscape of venture capital. Once you’re in, it’s just like going to the gym – you‘ll be terrible at first, but you’ll get better over time. I fundamentally leverage media to be a better investor.

Start-ups 129

Start-ups Social Media Retail Gaming 129

Callminer

AUGUST 1, 2017

Hosted solutions also scale much better and by their very nature, are immediately much cheaper and more efficient to implement. According to Gallop, 69% of employees would work harder if they were better recognized. Make each metric public and ensure everyone knows why that metric is measured.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom, Inc.

DECEMBER 19, 2018

What can we do different and better in the year ahead? The best of the blog. Significant digits: 240 blog posts, 18 videos. They must uplevel everything they touch such that things work better and/or faster even after they are no longer involved. “We live in interesting times. We killed the blog.

Engineering 150

Engineering Start-ups Gaming Sales 150

Intercom, Inc.

JANUARY 27, 2022

We chatted about the value of supportive communities, labels and the challenges that come with them, and how being a “woman in tech” plays in their daily lives. Liam Geraghty: You were there when we were first chatting about maybe covering this topic about women in tech and that term. Lily Beauvilliers , Product Engineer.

Engineering 138

Engineering Start-ups Technology Technology 138

CallCare

AUGUST 7, 2023

In this blog, we breakdown what is meant by ‘business communication’. This includes communication with everyone from clients/customers and the wider public to suppliers, investors and government bodies. This includes assessing why it is so important.

Social Media 52

Social Media Government Business Operations Customer Service 52

Intercom, Inc.

JANUARY 11, 2023

. “One of the biggest challenges companies have when they start doing PLG is being a little bit too dogmatic about doing it one way or the other” Liam: I’d love to talk to you about product-led growth from a blog post you have recently done. ” And unfortunately, that’s not how everyone buys.

B2B 118

B2B Start-ups Engineering Sales 118

Customer Bliss

JANUARY 30, 2020

Companies that grow from admiration for improving lives tackle the processes that get in the way of people delivering good experiences. To take this approach to growth means opening everyone up to a new order of design and decision-making. Like they were raised. People are trained and invested in. Care is foundational to how they grow.

Hospitality 86

Hospitality Hospitality Start-ups Innovation 86

Intercom, Inc.

MARCH 26, 2020

Or if you live in an open-concept environment, consider using music to separate work time from recreational time. And just to give everyone a bit of context on where everyone is right now, you’ve all got fairly unusual recording setups for yourselves. And they know it’s not a great time to come and have a chat.

Start-ups 171

Start-ups Education Sales 171

Intercom, Inc.

AUGUST 25, 2020

Des: And we’re going to have a chat about this, because it’s definitely been an area we’ve learned a lot about over the years. Like you have a better mousetrap or a better time tracker or a better task manager or whatever. Today, as always, I’m joined by our SVP of product, Mr. Paul Adams.

Start-ups 238

Start-ups Engineering Sales B2B 238

Intercom, Inc.

DECEMBER 20, 2018

Sujan has seen first-hand just how powerful chatbots can be – greater efficiency, accelerated sales cycles and better customer experiences. He joined me for a chat about everything from how to deploy chatbots effectively to strategies for balancing automation and human connection. Short on time? How to avoid over-automation.

Sales 151

Sales Start-ups E-commerce Non-Profits 151

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. As I said, they’ve been quite busy. A world-class creative hub.

Start-ups 222

Start-ups B2B Customer Service 222

PeopleMetrics

MAY 4, 2017

In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time. In the banking world, customer journey mapping is an important tool to help you better understand and get closer to your ideal customers. Clarity around opportunities for operational efficiencies.

Customer Journey Map 91

Customer Journey Map Touchpoint Compliance Start-ups 91

Intercom, Inc.

SEPTEMBER 26, 2018

At Intercom, when we’re selecting the style of message to send to our customers, we most often use an in-app chat style message or a simple plain text email, because they feel handwritten and direct. We know they are likely to get better engagement than something that looks like it was sent to the masses. Download the App. Upgrade Now.

Start-ups 202

Start-ups Customer Feedback Sales 202

Doing CX Right

OCTOBER 20, 2020

There are plenty of resources on the internet to guide you through the process, including my blog, DoingCXRight.com. Website Live Chat. Even better, offer a discount that is not available to the public to express appreciation. You will gain better response rates. . Most people rely on surveys as their VoC source.

Gaming 69

Gaming VOE VOC Close the Loop 69

SugarCRM

APRIL 19, 2022

Not every customer service inquiry requires a call with a live representative. Yet phone queues and chats are often jammed with people who could quickly get the information they need on their own—if only they had an outlet. Better for Them, Better for You. Today, more than 60% of U.S. Form an online community.

Social Media 44

Social Media Compliance Customer Satisfaction Customer Service 44

Intercom, Inc.

JUNE 6, 2019

For instance, many teams build apps on Intercom so users can leverage their workflows and services within our live chat Messenger and messages. I stumbled into journalism by starting a blog, writing in English about the French tech scene. But the reality is everyone does lead scoring. Liam: Thanks, John.

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

Intercom, Inc.

JANUARY 18, 2023

And what will happen now that everyone is getting back to their classrooms? Liam Geraghty: And we’ll be chatting to Chris Hull, Chief Product Officer and Co-founder of Otus, a system that’s able to integrate student performance info into one place, about the future of edtech. What has it been like to navigate this wave?

Education 205

Education Start-ups Technology Technology 205

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. Still, I was stopped dead in my tracks earlier this year when a client asked, “Is there anything out there that’s better than Slack?” How could there be anything better? Hint: Focus on Agent Performance. Wait, what?

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Intercom, Inc.

NOVEMBER 23, 2022

Everyone shared the same vision for the future, but what at first seemed like a match made in heaven brought its fair share of headaches – revisiting the integration plan over and over, dealing with curveballs and constantly putting out fires, managing expectations and frustration, aligning different ways of working. Then, came integration.

Start-ups 118

Start-ups Sales Government B2B 118

Aquire

AUGUST 30, 2021

What does a small business like that do better than other businesses? Here are some positive business outcomes that stem from personalized customer service: Better customer relationships. Better data for the future. This means you’ll be better placed to identify trends and modify your products or operations accordingly.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Comm100

OCTOBER 25, 2017

Typing in “Why are customers” into Google brings up four top search terms… with some telling results for everyone working within customer service. We brought together three of our top writers and our blog editor to explain how these viewpoints are missing the mark – and how you can turn these interpretations around. And you need more.

Start-ups 128

Start-ups Customer Service Social Media Contact Center 128

Intercom, Inc.

MARCH 29, 2018

Our chat covers why content is a channel worthy of early investment, the tactics he sees as underutilized, when to ask your audience for something in return, and more. The framework that I’ll give is really easy for everyone to follow. A lot of stuff that he writes on his blog is longer form.

Start-ups 192

Start-ups Engineering Gaming Direct Marketing 192

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. In a traditional call center, we might use average handle time to understand how many calls agents are handling per hour, but this is a tricky metric when we look at newer channels like email, chat, text, social, etc. Image by Harald Funken from Pixabay.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Intercom, Inc.

APRIL 22, 2021

For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better. Chat with other staff engineers and ask them how they got there. Take architects.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

FEBRUARY 17, 2022

In this episode, we sat down with Doug to chat about embracing the mojo and creating a brand strategy that connects with the audience and stands out from the crowd. Be honest with your content and don’t be afraid to kill it if it doesn’t live up to your expectations. ” I know everyone has a “tone of voice” statement.

B2B 209

B2B Start-ups Education Entertainment 209

Comm100

OCTOBER 12, 2015

If you make changes to your customer support policies or strategies, ensure that everyone in the customer service team (or better yet the entire company) is aware of them and that they are documented in your customer support manual or policy guides. No one knows your business better than you and your employees.

Customer Satisfaction 61

Customer Satisfaction Customer Service Business Growth Sales 61

Customer Service Life

MARCH 5, 2018

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. This might involve things like walking around and talking to folks in the contact center, taking time to be trained on support and handling live support cases, listening to actual phone calls in meetings, and reading customer feedback.

Innovation 60

Innovation Contact Center Machine Learning Social Media 60