Intercom, Inc.

APRIL 25, 2018

One of the most exciting concepts is the customizable home screen, the start screen you see when you open the Intercom Messenger on an app or website. Using apps, you can create tailored experiences for leads and customers when they open the Messenger. Customization is no longer about just how it looks, but what it does.

Start-ups 215

Start-ups Sales 215

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. 1) Assembly Line Service When the customer’s issue is assigned a number sometimes the customer themselves is left behind.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

Hodusoft

SEPTEMBER 14, 2023

Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). The expectations of customers have increased dramatically. What Challenges do ISPs Face while Onboarding New Tenants?

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98

MattsenKumar

MAY 7, 2024

Inbound Call Center Metrics to Measure for Better Customer Service Inbound call center employees are front liners and the flagbearers of every organization. Being the first person of contact, they need to be informed, well-versed and accurate at all moments. What is An Inbound Contact Center?

Contact Center 52

Contact Center Net Promoter Score Customer Satisfaction E-commerce 52

Intercom, Inc.

APRIL 9, 2020

Around the world, with offices closed and people staying at home, most of life is happening online now. 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. Expectations are the root of all heartache.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

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. And working at G2, she has access to a lot of data about what people are looking for.

B2B 118

B2B Education Start-ups Agriculture 118

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. 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

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. Yes, they want Personalized experiences that make them come for more. Seamless omnichannel support that swiftly resolves their issues. This will make your customers super happy and loyal.

B2B 52

B2B Customer Experience Artificial Intelligence Omnichannel 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play.

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Intercom, Inc.

APRIL 2, 2020

We’ll be releasing those planned interviews down the line, when the time is right. But for today, we’re sharing some of the conversations we’ve had with folks recently about how they are responding, how they’ve adapted their work, and what it means for the future of SaaS. Tom Ronen , Head of Customer Success at Monday.com.

E-commerce 260

E-commerce Retail Start-ups Education 260

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. Daily Check-Ins.

Contact Center 121

Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. What is the Purpose of Service Levels? Where Did the 80/20 Service Level Rule Come From?

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Not only does Comm100 meet the support needs of these schools, but it’s also increasing enrolment, engagement, and satisfaction, all while reducing operational costs.

Compliance 84

Compliance Education CRM Healthcare 84

Zendesk

APRIL 5, 2022

When you invest time and energy in your customer support efforts, you’re investing in your company’s future. According to the Zendesk Customer Experience Trends Report 2022 , 73 percent of company leaders say there’s a direct link between their customer service and business performance.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

Intercom, Inc.

FEBRUARY 23, 2022

Most of us have been working remotely, isolated from friends, family, and coworkers, uncertain of what the future might bring, and it has all taken a toll on our mental health. In the face of what some have dubbed the “Great Resignation”, the question is: how do you get employees to stay? Post-pandemic stress.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Callminer

APRIL 23, 2019

There are many organizations which, for one or more reasons, collect credit card numbers over the phone. To ensure the quality of customer service. A representative of the company changes or covers the audio when a CV2 number has been mentioned. Restrict access to cardholder information only to those who “need to know”.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. What Is the Client Onboarding Process?

Customer Journey Map 93

Customer Journey Map Close the Loop Start-ups Technology 93

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot?

Sentiment Analysis 91

Sentiment Analysis Artificial Intelligence Omnichannel AI 91

Uplifting Service

FEBRUARY 26, 2020

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. They mean vigilant, unwavering attention to the customer to determine actions and improvements. To align your business around customers ? We need to unleash everyone to think creatively and take new action.

Innovation 98

Innovation Engineering Education Customer Service 98

Zendesk

AUGUST 4, 2021

Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In A SaaS startup needs to stand apart from the herd at every phase of development.”.

Customer Service 98

Customer Service Social Media CX AI 98

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee.

B2C 118

B2C B2B Social Media Start-ups 118

Execs In The Know

APRIL 29, 2022

There have been many incorrect assumptions made about customer preferences as the world has grown a digital core; chief among them is that customers will no longer want human assistance with the brands they patronize. The problem was just that customers didn’t want to have to call (or email or chat) for every.

Start-ups 97

Start-ups Technology Technology Education 97

Intercom, Inc.

OCTOBER 15, 2020

As a visual thinker, teacher, and creator, Moesta has worked on and helped launch more than 3,500 new products, services, and businesses across nearly every industry. Our previous conversations with Bob have covered how to unpack customer motivations and the Jobs-To-Be-Done framework (of which he was one of the principal architects).

Sales 265

Sales Start-ups Engineering Education 265

Hodusoft

SEPTEMBER 20, 2023

What Is Call Queuing and Why It Is Important? What’s even more important is to ensure the calls reach the right departments and agents. But when callers dial your customer service number, only a small fraction of them get to speak with a live agent instantly. What is a call queue?

Contact Center 52

Contact Center Omnichannel Start-ups Engineering 52

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. What does a positive agent-focused employee experience look like? It should also be characterized by its human touch, enabling employees to bring more of their whole selves into the workplace.

CX 64

CX Technology Technology Construction 64

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 92

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 92

SurveySensum

AUGUST 14, 2023

A week into getting my new smartphone, I got a call from customer support checking in on my experience. By anticipating your customer’s potential need and offering a relevant and timely solution, you can make the customer experience seamless and hassle-free. 9 Best Practices To Improve Your Customer Effort Score 1.

Customer Experience 52

Customer Experience E-commerce NPS Customer Satisfaction 52

Aquire

JULY 30, 2021

With more and more consumers switching to online shopping, ecommerce customer service has become a focal point for most businesses. Every online customer knows they can share reviews across a range of different social media platforms. With that in mind, it’s vital you provide the best customer service possible.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. What follows is a lightly edited transcript of the episode.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 98

B2B Customer Service B2C Finance 98

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. Here are five quick takeaways: When even just one part of your business is working well, it’s time to buckle down and figure out what forms the core part of your conversion flow.

Sales 151

Sales Start-ups E-commerce Non-Profits 151