CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. I feel like these periodic reminders to stay the course, or get back on course, allowed me to fail forward in those moments, but not let negative self-talk trickle into my reflection. . By Becky Roemen.

Start-ups 182

Start-ups Gaming CX Customer Service 182

Intercom, Inc.

OCTOBER 24, 2018

With more than 30,000 customers and 100 people on the Customer Support team, we’ve come a long way from the team of just nine when we first shared a blog post on using Intercom to support our customers. These include automation with bots, strategies to drive customer self service and customer prioritization, alongside reasonably paced hiring.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. The best way to gain this information is through customer engagement.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

Steven Van Belleghem

SEPTEMBER 29, 2021

It continuously tries to expand and update the automation of recurring services in order to be able to focus on the human side when it’s needed the most. It continuously tries to expand and update the automation of recurring services in order to be able to focus on the human side when it’s needed the most. Self-driving cars.

CX 123

CX Healthcare Retail Innovation 123

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. A CallRail survey found that at least four out of every five customers look forward to connecting to a brand over the phone within the first five minutes of searching for them online.

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 52

SugarCRM

APRIL 19, 2022

Not every customer service inquiry requires a call with a live representative. Consumers seek a customer self-service portal to answer the standard questions that keep their use of your products and services running smoothly. What is Customer Self-Service? But how effective is customer self-service?

Social Media 44

Social Media Compliance Customer Satisfaction Customer Service 44

SugarCRM

MAY 23, 2023

In our previous two blog posts, we discussed the core features of sales automation and lead management that a CRM needs to deliver complete functionality. Continuing on the same note, this blog post will discuss the core service and customer support features a CRM needs.

CRM 26

CRM Case Management Omnichannel Sales 26

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. billion by 2030. billion by 2030. What is CCaaS?

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Zendesk

AUGUST 16, 2023

Read on to learn when you should use each service. Google is already an expert at scanning search results to give users the best resources, so it’s no surprise that Bard excels at this task. One token can be equivalent to either one character or word, and each search is limited to 4,096 tokens. What are ChatGPT and Google Bard?

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. But once they’re happy with a service, they can help build trust with new customers as well.

B2B 118

B2B Education Start-ups Agriculture 118

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. The key is to not be self-promoting. Repurpose content from your blogs and articles.

Social Media 166

Social Media Engineering Customer Service CX 166

Zendesk

MARCH 15, 2021

As the pandemic wore on, the organization recognized that everyone, not just medical professionals, needs better access to “vetted, safe PPE” and opened up their services to anyone who needs PPE to work and live safely in their community. That’s where Project N95 comes in. As an organization, Project N95 has come a long way in a short time.

E-commerce 98

E-commerce Non-Profits Healthcare Hospitality 98

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Getting Customers Connected.

Customer Service 74

Customer Service Artificial Intelligence Technology Technology 74

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. This helps Ring deliver faster, more personalized service right from the start of a conversation. Eliminate friction with personalized self-service.

ML 59

ML AI Contact Center Customer Experience 59

The Customer Service Blog

SEPTEMBER 28, 2021

Have a read of the article below and then get in touch with The Customer Service Blog to give your views. Darren Bugg Editor, The Customer Service Blog 'The customer is rarely right, often self-obsessed and may be best ignored' - by Brendan Canavan Customer focus is an enduring and fundamental principle of business.

Social Media 52

Social Media Customer Relationship Retail Customer Loyalty 52

Intercom, Inc.

DECEMBER 21, 2020

Proactive support became more important than ever as support teams searched for solutions to stem the tide of growing support volumes, share important updates, and be considerate to customers who were experiencing financial and emotional difficulties. A must-read for marketers dealing with change or crisis. Zara Burke, Senior Editor.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

SurveySensum

MARCH 17, 2023

Car manufacturers, dealers, and OEMs are utilizing customer feedback tools to understand customer expectations and improve their services accordingly. This approach involves customers seeking online platforms that facilitate precise product searches and comparisons, allowing them to make purchasing decisions online with confidence.

Customer Experience 52

Customer Experience Manufacturing Entertainment Touchpoint 52

TeamSupport

APRIL 27, 2021

For instance, voice search optimization is just one example of this. Virtual assistants powered by AI such as Apple’s Siri or Amazon’s Alexa enable users to search for what they need using only their voice. This allows users find the products or services they need much faster and then make the necessary purchases with more ease.

B2B 64

B2B Artificial Intelligence AI Social Media 64

ECXO

MARCH 24, 2024

Hyper-personalization involves leveraging data analysis and digital technology to provide individualized content, products, and services to customers. This is known as the ‘Self-Reference Effect’. One area where AI has already made a significant impact though is in customer experience.

AI 52

AI Customer Experience Social Media Machine Learning 52

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week.

Customer Service 104

Customer Service Contact Center Gaming Start-ups 104

Intercom, Inc.

JANUARY 2, 2019

You can add apps to your home screen that help your visitors learn more about your product and your customers self-serve – all without even starting a conversation. For example, if you’re in marketing, you can use the Content Showcase app to feature popular blog posts, important announcements and other relevant content on your Messenger.

Start-ups 141

Start-ups Sales CRM Technology 141

Beyond Philosophy

AUGUST 10, 2016

People begin searching for new products and services online and will order new service online. Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service. More of these consumers (66%) want self-service for their needs over calling into customer care.

CX 106

CX Retail Customer Retention Start-ups 106

Callminer

APRIL 23, 2019

To ensure the quality of customer service. By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance. The Broader PCI DSS Focus.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Intercom, Inc.

NOVEMBER 20, 2018

Once you have clarity as to some basic personas you can then search your network for representatives of the different persona cohorts you are looking to engage with. This will help ensure that any face to face meetings are focused on those most likely to have a need that the solution addresses. What words do they use?

Sales 178

Sales B2B Start-ups Education 178

Intercom

FEBRUARY 1, 2022

Empower your customers to self-serve. Every time a customer chooses to self-serve, your team is freed up to answer more complex queries. But, rest assured that this doesn’t call for consistent hand-holding as study after study indicates customers would rather self-serve than talk to a support rep at all.

Start-ups 59

Start-ups Customer Expectations Customer Feedback Customer Experience 59

SurveySensum

SEPTEMBER 14, 2023

And that’s what we’re going to explore in this blog. Effortless Integration Multi-Service Compatibility Real-Time Engagement Free trial available Starts at $29/month 4.3 (5) Effortless Integration Multi-Service Compatibility Real-Time Engagement Free trial available Starts at $29/month 4.3 (5) That’s not it. 5) Doorbell.io

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Supercharge self-help.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Customer Service Life

SEPTEMBER 21, 2017

My boss approached me and said, “Hey Jeremy, you might start seeing calls, emails, and chats trickle in about this new VOIP phone service. While I’m incredibly proud of the work we did in those early days to deliver awesome customer service, there are also some things, in hindsight, that I’d do differently. Double down on self-help.

Customer Service 68

Customer Service Net Promoter Score Social Media Start-ups 68

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. The people who answer incoming calls or make outgoing calls are known as customer service representatives. How does a call center work?

Omnichannel 52

Omnichannel Start-ups Customer Service Sales 52

ProProfs

FEBRUARY 28, 2020

The skyrocketing cost of college tuition is nudging learners to search for other viable alternatives. Don’t worry; this blog post will help you out in your quest for the best online course platform. It leads them to online learning, which is projected to grow more than $241 billion by 2022. What Is An Online Course Platform?

Education 82

Education Compliance Government Start-ups 82

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. It is one whole self-sufficient entity. Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. Convenience: omni-channel, self-service, mobile. Does it exist?

Customer Service 86

Customer Service Social Media VOC Customer Feedback 86

CSAT.AI

MAY 15, 2018

AI is changing the current customer service sector, but AI has been around longer than most people realize. What a relief not needing to take time out of our busy fabulous lives to sift email into categories or comb through images for a family member or search through pages of data to find the best scone recipe for the ingredients on hand.

AI 52

AI Artificial Intelligence Customer Service Machine Learning 52

Callminer

AUGUST 6, 2019

Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. Types of Call Center Software. Most call center software solutions fall under one of these common types. Look for call volume distribution.

Contact Center 140

Contact Center VOC Social Media AI 140

Comm100

JANUARY 10, 2021

It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel. In this blog, we’re going to run through the major features to look for when choosing your free live chat software, and why each is important. Let’s dig in.

Social Media 52

Social Media Compliance Customer Service Customer Experience 52

Qualtrics

JANUARY 23, 2019

In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. With the rise of popularity in this topic, there are thousands of EX blogs and websites. Successful companies understand that the key to winning customers starts with their employees.

Social Media 52

Social Media Technology Technology Education 52

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. Online communities have become a popular alternative lately. Online communities have become a popular alternative lately. Companies get.

Social Media 0

Social Media Customer Retention Start-ups Customer Satisfaction 0