Intercom, Inc.

JUNE 14, 2022

As a branch of behavioral analytics, customer cohort analysis organizes users into subsets in order to better monitor customer behaviors and user engagement. Simply put, a cohort is a group of people with shared traits and characteristics. What is a customer cohort?

Customer Loyalty 118

Customer Loyalty Sales 118

Intercom, Inc.

JANUARY 18, 2023

Why are the people dropping out at step three?” Don’t get us wrong – they’re really important when it comes to customer retention, and we’ve covered them extensively in blog articles, podcast episodes, and even in our recently refreshed guide, The Onboarding Starter Kit. Retention is about more than onboarding.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

SurveySensum

JANUARY 5, 2024

Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. User Behavior Tracking User behavior tracking is like watching how people move and act when they visit a website or use an app. Let’s dive in!

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? I soon discovered that people abandon surveys because either they are too long or they ask confusing questions with too much industry jargon. When questions are easy to understand, people provide more accurate answers.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Lumoa

DECEMBER 18, 2017

We introduce a new column in our blog - “Experts in the Spotlight” with our first guest, Jim Tincher. The future of the feedback analysis - text and voice analytics. Make sure the right people are following the process and the feedback is curated in a sustainable way. I am a big fan of text and voice analytics.

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

CSAT.AI

MAY 24, 2022

Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. Safety is a major reason people avoid ride sharing services. People are individuals and have varying levels of tolerance and different perceptions on what is acceptable behavior. A Chance to Improve. Collect the KPIs.

Customer Service 85

Customer Service CX Customer Satisfaction 85

PeopleMetrics

MARCH 25, 2021

open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. Discover our award-winning Customer Experience (CX) blog: [link]. 3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

SurveySensum

FEBRUARY 7, 2024

Use analytics tools, customer feedback platforms , and social media monitoring to gain deeper insights into your audience. When producing content, keeping these personas in mind guarantees that you are addressing the people you wish to connect directly with. Humanizing your brand also involves highlighting the people behind the scenes.

Social Media 52

Social Media Entertainment Customer Feedback VOC 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

NOVEMBER 29, 2023

Let’s find it out in this blog along with in app customer feedback best practices. App Analytics Feedback Imagine you’re telling a story, but instead of words, you’re using numbers. That’s what app analytics feedback does. It’s like putting a spotlight on the app for more people to see.

Customer Feedback 52

Customer Feedback Touchpoint Customer Expectations Customer Experience 52

Beyond Philosophy

AUGUST 29, 2016

However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them. All people have different influences that come to bear on what they buy and from whom. Most people are consistent with their behavior.

Predictive Analytics 111

Predictive Analytics Data Mining Customer Experience 111

Aquire

JULY 6, 2021

For example, in the case of selling to multiple people, when you’re talking to a non-decision-maker, it might make sense to talk about how user friendly your service is, and try to give them the tools they need to make a business case to the decision-maker. Leverage data and analytics. We can therefore make a number of distinctions.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Beyond Philosophy

SEPTEMBER 10, 2015

Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. For my last corporate gig, I always said, “Happy people give you happy Customers.” The first was looking at the employee experience for American workers at all levels of employment.

Retail 167

Retail Customer Satisfaction CX Customer Experience 167

Hodusoft

FEBRUARY 1, 2023

With more and more people using their smartphones for everything from banking to shopping, it’s no surprise that the use of business phone systems in the banking industry is on the rise. With robust advanced features like call bridging, least cost routing , real-time analytics & reporting, etc. during the forecast period.

Finance 52

Finance Omnichannel Social Media Artificial Intelligence 52

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. Yes and no).

VOC 121

VOC CEM NPS Business Administration 121

Intercom, Inc.

DECEMBER 19, 2018

The best of the blog. Significant digits: 240 blog posts, 18 videos. “It’s high time we UX people stop moaning. Stop having this existential crisis about what we do and who cares, and who values what, and who talks to who, and instead go out and talk to other people. All these other people. On Marketing.

Engineering 150

Engineering Start-ups Gaming Sales 150

Intercom, Inc.

MARCH 9, 2022

We use an in-house analytics framework for instrumentation where we track the action, object, place, and metadata for each event. Teams share their outcome reports to a dedicated Slack channel to reach as many people as possible, both within their team and across the wider company. “We Read other blog posts in the series here.

152

152

Fonolo

OCTOBER 23, 2018

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Examples include FAQ sections on websites, help center blog forums, self-service account creation, password resetting, and interactive voice technology in call centers.

Customer Satisfaction 85

Customer Satisfaction Technology Technology Customer Service 85

Win the Customer

APRIL 18, 2023

In this blog post, we will delve into the dangers of groupthink in customer experience journey mapping and explore how it can hinder progress and innovation. This can be achieved through surveys, customer interviews, and data analytics, all of which provide objective information about the customer experience.

Customer Experience 52

Customer Experience Customer Journey Map Construction Innovation 52

Execs In The Know

APRIL 8, 2022

This can be especially effective for existing customers, where analytics can determine channel preferences based on past history. This is another by-product of the Great Resignation, where there has been a sudden surge of people exiting the workforce, making the need to replace agents a top priority.

Contact Center 98

Contact Center Artificial Intelligence AI ML 98

PeopleMetrics

JULY 31, 2018

Enter text analytics. A customer might type in something like “The front desk took too long to check in,” “The room was dirty,” or “The people staying in the room next to me were loud and I didn’t get any sleep.”. Unstructured feedback is incredibly valuable because it indicates why people feel the way they do.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

SurveySensum

OCTOBER 17, 2023

This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction. Look for a tool that provides robust data analytics and insights. 5) Yes Yes End-to-end customer support (live chat, emails, blogs, etc.)

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Intercom, Inc.

APRIL 19, 2018

The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. This was a team value that became to talk, when led to a blog post and ultimately this conversation. Coming up the stack a bit more, there are a set of programming languages that we strongly recommend people use.

Engineering 192

Engineering Technology Technology Start-ups 192

SurveySensum

NOVEMBER 13, 2023

Did you know that, over 7 billion people worldwide are using mobile phones in 2023? That’s a lot of people…like a lot. So, with this blog, we will explore the top 9 mobile survey tools that you can choose from to streamline your feedback process in this digital age. What is a Mobile Survey Tool?

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 52

Intercom, Inc.

JANUARY 14, 2021

When it comes to making something people want, Hubert Palan always does his homework. If you’re short on time, here are some quick takeaways: Understanding how people differ and what matters to them helps you understand the different markets and tailor your approach to better suit each segment’s needs.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Logicalware

JULY 26, 2023

In this blog post, we’ll delve into AI’s remarkable impact on contact centres and offer a glossary of essential AI terms used in the industry today. C Call Analytics: AI-driven analysis of call recordings and data to extract valuable insights, identify trends, and enhance agent performance.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. This was groundbreaking for the brand, and made Melissa one of a group of HR pioneers leading the way in the analytics space around this time.

Start-ups 47

Start-ups Technology Technology 47

Execs In The Know

OCTOBER 9, 2022

The result is an up-to-the-minute picture not just of what people are calling about, but also of how they feel about your company and its service. People reach out to contact centers to get answers to complex and sometimes urgent problems. Guest blog post written by AWS. Streamline the agent experience to better serve customers.

ML 59

ML AI Contact Center Customer Experience 59

CallCare

NOVEMBER 23, 2021

Strategic conversations are taking place in boardrooms over its applicability for customer service, the possibility for employment disruption, and the ethical considerations underlying replacing people with machines. People supported by tech are the best answer, not people replaced by tech. Comprehend human emotions.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. Voice Analytics.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60

Intercom, Inc.

MAY 3, 2018

A lot of people know Square through our hardware: credit card readers that make that swiping action from back in the day. As you scale there are more people and more processes, so communication becomes really important. Then you can talk to people clearly. Michelle: When I joined Intercom, it was much smaller: under 50 people.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Intercom, Inc.

JULY 26, 2018

Or you had to go to the other extreme of spending hundreds of thousands of dollars on some massive analytics software with this enterprise-y sales thing. People need this.” Josh: At the time in 2013, you had some nasty terms like growth hacking and all sorts of sleazy things people did to get new customers.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

Fonolo

DECEMBER 6, 2022

D id you know that 77% of people are more likely to buy something if a friend recommends it? Use technology like speech analytics . In our next blog, we’ll spell out a full call center development plan! Increased sales per agent speak to your agents’ training and comfort in closing sales. Use incentives and gamification .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

PeopleMetrics

JULY 17, 2018

They are conducted with eight to ten people in a room with a one-way mirror. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. P.S. What did you think of this blog post? Sean holds a Ph.D.

VOC 210

VOC CEM CX Customer Feedback 210

Beyond Philosophy

MAY 19, 2015

Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. They also know that people want coffee in the morning.

CX 148

CX Predictive Analytics Touchpoint Customer Experience 148

SurveySensum

NOVEMBER 10, 2023

Well, with this blog we will list out the top 9 website feedback tools that you choose to effectively analyze your user behavior and enhance your website user experience. Data Analysis: Check to see if the tool provides robust data analytics insights into your website performance and user behavior. What are the best tools out there?

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52