Aquire

DECEMBER 9, 2021

If you’re a SaaS company, take note: after signing up for a free SaaS application trial, 40 – 60 percent of users will use it once, and then never return. But, if you can identify and address those areas that you do have control over, that can go a long way to minimizing the negative impact on your business.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

SurveySensum

FEBRUARY 6, 2024

It’s like changing a “see ya” into a “let’s give it another try.” ” Let’s talk about that and more in this blog – from using them to reduce customer churn to asking the perfect survey questions. After putting so much effort into getting them onboard, they leave. Yes, this hurts like a breakup!

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. Never, ever challenge them or antagonize them when they are in full rage mode. themombeach.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

JANUARY 14, 2021

Support tickets, chat threads, and conversations have plenty of information waiting to be distilled. When it comes to making something people want, Hubert Palan always does his homework. With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. In SaaS company boardrooms around the world, businesses are racing to find ways to integrate the latest cutting-edge technology into their strategies. Suddenly, AI is everywhere.

AI 59

AI Start-ups Education Customer Service 59

ClientSuccess

JUNE 28, 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. As a CSM you have to be able to navigate in between a lot of different tasks and assignments, which at times can difficult. How has it helped you? Question 3.

Start-ups 40

Start-ups Innovation Customer Experience 40

ClientSuccess

JULY 23, 2019

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. This idea of change management requires that we try to understand what our customers are solving for. Mentor Questions. How has it helped you?

Technology 44

Technology Technology Engineering Start-ups 44

SurveySensum

AUGUST 28, 2023

But what if there was a way for SaaS companies to make onboarding a breeze, ensuring that every customer’s journey begins with a smile? In this blog, we’re taking a closer look at the concept of ‘Reducing Customer Effort in Onboarding’ and its significant impact on the user experience. Probably not!

Start-ups 52

Start-ups Customer Feedback Customer Satisfaction AI 52

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. Then you had to try to reach them via email and convince them to fill it out. But there’s a better way now.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Intercom, Inc.

APRIL 9, 2020

That means brick-and-mortar shops are learning on the fly to take their businesses digital, and folks at home are pushing their utilities and SaaS products to the brink. It’s the perfect storm that produces a swell of people who need to get in touch with customer support. But others might need more direct answers. Short on time?

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Intercom, Inc.

OCTOBER 13, 2021

In this episode, we sat down with Jane to talk about the perks of career ladders and what changed in our approach since last time. Ask five product managers what they do and they’ll likely give you five radically different answers. Naturally, this presents many challenges. Jane’s career is quite unique. Career Planning. Career metamorphosis.

E-commerce 118

E-commerce Start-ups Hospitality Hospitality 118

Intercom, Inc.

JULY 4, 2018

One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. We thump our chests when we say that. It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company.

Gambling 191

Gambling Start-ups Innovation Sales 191

ClientSuccess

JANUARY 24, 2019

The best way to navigate these complexities and take the stress out of customer handoffs is to have a clear plan in place and a good understanding of the goals and expectations on both sides. Internal Team Handoffs: Other times, it could be an internal issue that causes a customer account to change hands.

Customer Journey Map 46

Customer Journey Map Touchpoint Sales 46

Intercom, Inc.

JULY 4, 2018

One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We continue to repeat that mantra to ourselves today, and we say it to anyone who’ll listen. We thump our chests when we say that. It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company.

Gambling 165

Gambling Start-ups Innovation Sales 165

Intercom

DECEMBER 19, 2023

In the first few months of the year we released a range of AI features to help customer support teams in the Intercom inbox, and in March we unveiled our AI chatbot Fin , which has already responded to over 2 million customer requests. This blog post dives into the new approach we devised at Intercom to re-identify our PMF.

AI 96

AI Engineering Sports Customer Service 96