Intercom, Inc.

OCTOBER 1, 2020

Curiously, when I look back at some of the photographs of the whiteboard, we used to write down what we were doing every day on a whiteboard. So it would be like, “Hey, we’re going to add tagging this week. I was having a great time there, back in 2011. Intercom’s early roadmap. Paul: No comments.

Engineering 165

Engineering Start-ups Finance Sales 165

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. I was not in the situation to be able to call them to resolve my account. So, I used my fall back of clicking the Live Chat button. I was very wrong. I was frustrated, to say the least.

Social Media 123

Social Media Customer Service B2C Voice of the Employee 123

Comm100

JUNE 27, 2021

To help you use your live chat software to its fullest, this blog will run through the live chat best practices for 3 key stages of the eCommerce customer journey. . Customers who come back again and again have the highest lifetime value (LTV) out of all your customers , and should be treated like VIPs. Consideration .

Manufacturing 52

Manufacturing Sales Customer Satisfaction Retail 52

Beyond Philosophy

NOVEMBER 15, 2019

There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. This incident demonstrates a concept called Price Image. When you enter a store and before you see the first price tag, you will have developed a general Price Image of that store. To listen in , please click here.

Construction 120

Construction Start-ups Customer Experience 120

Steven Van Belleghem

NOVEMBER 23, 2020

At the end of 2019, I wrote in my “State of the Year” blog that “The West is becoming the copycat”. I call this China-inspired trend C-commerce. Facebook, then, has been turning back to its roots, targeting university students with a separate community and newsfeeds.

Entertainment 97

Entertainment CX Government Retail 97

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. Perhaps there’s a lesson about a policy and an agent wants to go back and reference it before they call a customer back to discuss that policy. Click here to read the original post and to see a video discussing this content.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. Macros, templates, or canned responses — regardless of what you call them — we have a love hate relationship with them. All responses are tied back to customer satisfaction, giving valuable insight into the performance of your messaging to customers.

Technology 74

Technology Technology Customer Service Contact Center 74

Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. One client called these “ stop words.” They’ll most certainly call upset after 48 hours when we promised a call back in 24. Also at the end of the interaction, the agent might be responsible to leave notes, tags or dispositions.

Net Promoter Score 68

Net Promoter Score Customer Service Customer Satisfaction Contact Center 68

SurveySensum

MAY 25, 2023

This tNPS Blog is your go-to resource for unlocking the secrets of this invaluable metric. Meanwhile, she received a tNPS survey after an insurance call asking about her interaction. How satisfied were you with the overall resolution of your issue or concern during this call, on 0-10 scale? That’s where we come in.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Satisfaction 52

Zendesk

MAY 20, 2022

This makes it easy to hop on a call with a real HR manager and come from a place of informed empathy. You can also reach out to prospects who backed out in the late stages to figure out why they sought another solution. Bring up the interview at the start of the call. If not, what do you think is holding your company back?

Sales 98

Sales Start-ups B2C Construction 98

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. Too short and there’s a good chance agents are rushing through interactions without giving customers a complete solution, requiring that they turn right around and call support again. Most customers don’t want to call anyway.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

ProProfs

DECEMBER 9, 2021

Snapchat is a social media messaging app that lets you share pictures and videos (called snaps) with other Snapchat users you choose to add as your friends. This is called the ‘ self-serving bias ’ and it’s because of this phenomenon that personality quizzes are so popular. . Bonus Tip: Tag Your Friends. What is Snapchat? .

Social Media 52

Social Media Gaming Manufacturing Transportation 52

Intercom, Inc.

DECEMBER 6, 2019

They’re used to inspire customers and prospects to take a specific call to action. Think about when they’re normally active on your app or program, or how often they might like to receive blog articles, news or updates from friends. One day, you click “follow” on a specific person, topic or tag. What are push notifications?

Social Media 138

Social Media Start-ups 138

Comm100

OCTOBER 19, 2022

Let’s come back to AI-based chatbots. You can use tags and variables to help the chatbot gather the visitor’s input to send data to the human agent. Whatever you want to call it. The post Guest Blog: 10 Chatbot Features That Make Your Bot More Helpful to Customers appeared first on Comm100. 1 AI-based Chatbots.

Sentiment Analysis 86

Sentiment Analysis Artificial Intelligence Omnichannel AI 86

CommBox

JANUARY 4, 2022

And believe it or not, your brand can provide that community to thousands (if not millions) of people across the globe thanks to modern innovations like social media , blogs, and email marketing. Don’t forget to also monitor your direct messages, tags and mentions, and any hashtags that use your brand name.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. So keep reading if you want to get your NPS score back on track and supercharge your CX efforts. If you don’t take action quickly, the number can get even higher, and you’ll be back at square one, trying to win over new customers. Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. That’s when we discovered an integration called BubbleIQ where agents, by simply tagging a ticket, can have that ticket posted to the appropriate Slack channel. Hint: Focus on Agent Performance. Put content where customers are looking for it.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Comm100

DECEMBER 12, 2017

Customer calls back again when next bill arrives… along with another letter from the SAME company offering an EVEN BETTER deal for NEW customers ONLY. Customer tells many people about the issues and problems he experienced with the company and even writes a blog post about his experience which he shares with the world!

Customer Journey Map 58

Customer Journey Map Customer Experience Touchpoint Social Media 58

SurveySensum

APRIL 21, 2023

This blog discusses the 15 best Formstack alternatives, examining their features, pros, cons, and pricing to help you choose the right tool for your business. 5) Yes Yes End-to-end customer support (line chat, emails, blogs, etc.). Google Form Start from $12 per user per month NA Yes Yes Phone call, live chat, and email support.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Intercom, Inc.

APRIL 22, 2021

Brian Scanlan: Will, we’re delighted to have you back on the show today for your second appearance on Inside Intercom. You last chatted with us way back in 2018, when you shared your insights on engineering and infrastructure management. It’s been fantastic, and I hope to be back with another book in three to five years.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

JUNE 5, 2019

When a customer asks a question about their subscription or recent payments, you don’t want to waste time switching back and forth between your conversation and billing tool, especially if your customer is interested in upgrading their subscription. Your pipeline has never been smoother. Enter the Userfeed app.

Close the Loop 29

Close the Loop Start-ups Engineering CRM 29

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. CCW Digital’s Fall Executive Report reveals that 80% of organizations call artificial intelligence “important.” Why Chatbots? This is especially true for phone assistance.

Contact Center 50

Contact Center Artificial Intelligence AI Social Media 50

Comm100

SEPTEMBER 7, 2017

Plus, not everyone will have previous work experience in a traditional call center or with live chat, and asking candidates this question gives them the chance to bring to light what parts of their former experience have prepped them for being a live chat agent. I’m working on learning when to call for backup when necessary.”.

Sports 44

Sports Customer Service Start-ups Construction 44

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Blog Posts: 3 Fundamentals for Scaling Customer Success. While Paul is the first to admit many things have changed, there are still many aspects that have remained the same.

Net Promoter Score 40

Net Promoter Score Start-ups B2B Engineering 40

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. When your customers aren’t calling in, your company is saving time and money. No Replies. The deadlier alternative to slow replies is no replies. Cost-Effective Help.

Social Media 46

Social Media Customer Service Start-ups Omnichannel 46

Comm100

NOVEMBER 6, 2017

Facebook is 13 years old, and LinkedIn is almost 15 (not to mention the sites that came before these, like Myspace and blogs that started as early as the late 90’s). This blog post is a compilation of the worst social media customer service and marketing practices, that every successful business needs to avoid. Siloed Accounts.

Social Media 59

Social Media Customer Service Start-ups Legal 59

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Method of Deployment — Back in the day, customer engagement software was always implemented on site. Marketing and Commerce Clouds require users to call for estimates. Enterprise — Call to request demo.

Social Media 41

Social Media CRM Omnichannel Invoicing 41

Beyond Philosophy

OCTOBER 4, 2019

Now, I realize that this statement is a brilliant example of what I call the ‘blinding flash of the bloody obvious.” In the course of juggling their responsibilities, they forget to tie back the social media feed/campaign/website to get specific people to do a particular thing. A Blinding Flash of the Bloody Obvious.

Social Media 25

Social Media Education Start-ups Entertainment 25

Intercom, Inc.

SEPTEMBER 22, 2022

Back when Michele was a product manager, she and her colleagues used to look at analytics, exchange an idea or two with the customer service team, and make educated guesses about what the next step on a product or feature should be. Now, there are these three blog posts,” and it was just kind of a jumbled mess.

Start-ups 138

Start-ups Invoicing Education Sales 138

Intercom, Inc.

DECEMBER 18, 2018

Come back” campaigns for inactive users. Every now and then, a marketer will publish a blog post claiming email marketing is dead, usually shortly after the creation of a popular new tool or social media network. They’ll keep users engaged and coming back to your product during those critical early days when churn is highest.

Start-ups 150

Start-ups Non-Profits Social Media Sales 150

Intercom, Inc.

OCTOBER 17, 2019

So for example, Josh Seiden has written a great book called Outcomes Over Output. Des: So, if this is almost like a pendulum swing back towards an idea of, “Hey, it’s not about putting code live on a server so that people can execute it, it’s actually about generating a business return.” Next month it’s tagging.

Sales 119

Sales Engineering Start-ups Data Entry 119

Intercom, Inc.

SEPTEMBER 5, 2019

” How do we think about information architecture (IA) in a world where command-line context-switching is coming back in fashion? Every now and then, people pitch me on various products; I received a pitch today for the Superhuman of blogging. Which got me thinking about this Superhuman-of-blogging approach.

Start-ups 138

Start-ups Engineering Sales Innovation 138

Intercom, Inc.

MAY 24, 2018

Looking back, we got kind of lucky in taking that step because that’s become a really big part of the business. Instead of saying, “My job is to create a blog post,” it’s, “My job to change X number, and one of my tactics is to create content”. Adam: That’s an interesting challenge. Where did you start?

B2B 182

B2B Sales Start-ups B2C 182

ProProfs

APRIL 5, 2022

Outbound Lead Generation Tools – These tools make it easy to reach out to your target audience via outbound channels, such as emails, calls, and SMS. Organize your leads and accounts into ‘notes’ and ‘tags’. Blogging, SEO, and ad tracking & management Free and paid plans. month (billed annually). . $ Key Features .

Social Media 52

Social Media CRM Start-ups Net Promoter Score 52

Intercom, Inc.

JULY 23, 2018

My colleague Patrick calls this the problem of the big whale and the long tail. Just because your lead hasn’t gotten back to you doesn’t mean they aren’t interested, but it’s not worth trying to guess when they’ll be ready to talk. As salespeople we want to give ourselves the best shot at closing all our opportunities.

Sales 151

Sales Start-ups 151