Intercom, Inc.

JULY 31, 2019

You might think chatbots are only for customer support, but using them to answer your customers’ questions is just one way to leverage chatbots. With the right setup, a chatbot can power your marketing as well so you never miss a lead. Chatbots can quickly gather qualification details for your sales team.

Sales 177

Sales Start-ups Engineering Technology 177

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. They demand a satisfying digital experience or they’ll take their business to a competitor who can deliver it.

Customer Experience 86

Customer Experience E-commerce Technology Technology 86

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Ideally, this survey will immediately pop up when the user clicks the cancel button.

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

Technology 105

Technology Technology Customer Retention Customer Satisfaction 105

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Remember the Nordstrom Way. However, they also provide an excellent Employee Experience.

Retail 167

Retail Customer Experience Customer Service CX 167

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. They demand a satisfying digital experience or they’ll take their business to a competitor who can deliver it.

Customer Experience 83

Customer Experience E-commerce Technology Technology 83

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Customer Experience 86

Customer Experience CRM Omnichannel Social Media 86

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. This unsolicited feedback data can come from three places.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. It takes them back to the beginning of their time as CCOs to help reflect on lessons that they can pay forward to other practitioners of customer experience. That’s natural! Let me give you an example.

CX 133

CX Customer Experience 133

Totango

JUNE 25, 2021

Escalation processes can determine whether a customer renews or churns. This makes your escalation management strategy a key to effective customer retention. In this blog, we’ll highlight some ways smart use of automation can help you improve your escalation processes. What Is a Customer Escalation?

Customer Experience 62

Customer Experience Start-ups Customer Retention Technology 62

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. 1. Preparing your slides. Before you write your talk.

Education 215

Education Start-ups Engineering 215

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments. Make Your Company Relevant .

Customer Satisfaction 73

Customer Satisfaction NPS Start-ups Customer Retention 73

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

Customers That Stick

FEBRUARY 19, 2015

At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Live chat contains a number of attributes that contribute to hassle-free experiences. Enter live chat. What is the age of my target audience?

Customer Service 157

Customer Service Start-ups Technology Technology 157

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. It’s really the same as building relationships in your personal life. Lorraine and I have been happily married for 36 years, with three adult kids and a new grandchild. Here are six principles that you can apply to your relationships with customers.

Customer Relationship 135

Customer Relationship Start-ups Retail Customer Experience 135

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Customer Satisfaction (CSAT). Image by Free-Photos from Pixabay. Click here to read the original.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Intercom, Inc.

SEPTEMBER 7, 2018

At Intercom , we’re helping all three teams do more with their time to increase their performance. For sales and support, the volume of prospects and customers they handle, and their capacity to scale up that volume, is the reason they are so focused on efficiency and output. Supercharge your pipeline with Custom Bots.

Close the Loop 123

Close the Loop Start-ups Sales Customer Feedback 123

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. Not only does it listen to your issue properly, it gives you the answer in no time. That’s the power of good customer service!

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. As the competition gets fierce over the years, e-commerce businesses are battling for customers’ attention. Post-sales issues.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Customer Service 115

Customer Service Start-ups Customer Loyalty Customer Experience 115

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Well, so do your Customers!

Customer Experience 136

Customer Experience CEM Technology Technology 136

Aquire

AUGUST 30, 2021

Think about a local bakery in your neighborhood (if you’re lucky enough to have one). If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. The best of the blog. Significant digits: 240 blog posts, 18 videos.

Engineering 150

Engineering Start-ups Gaming Sales 150

SurveySensum

SEPTEMBER 28, 2023

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? – Forbes That’s a staggering figure that underscores the immense significance of providing exceptional customer service. This allows for precise and honest responses.

Customer Service 52

Customer Service Customer Satisfaction Actionable Insights Customer Feedback 52

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Well, so do your Customers!

Net Promoter Score 120

Net Promoter Score Customer Experience CEM Customer Retention 120

SurveySensum

SEPTEMBER 22, 2023

Every business aims for the perfect product that customers adore. Apple continuously introduces products that not only excel but also cater to their customers’ desires. You also have to consistently deliver the same outstanding experience to your all customers. Not just that. What is Product Market Fit?

Customer Satisfaction 52

Customer Satisfaction Text Analytics Customer Feedback Customer Retention 52

Beyond Philosophy

NOVEMBER 20, 2015

See the stories here , then write your own (use #BetheBoss in the post). I had worked my way up and found my place in corporate life. I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. I had three kids.

Start-ups 138

Start-ups Customer Experience CX 138

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? We’ll get into this later). Cut down costs.

Social Media 98

Social Media Compliance Sales Customer Relationship Management 98

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Start-ups 124

Start-ups Customer Service Social Media Contact Center 124

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. Listen to Your Voice of Customer Programs. Learn from Customers.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63

PeopleMetrics

FEBRUARY 13, 2015

Author: “But that’s the way it happened.”. We’re trying to help your story.”. So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Data is your friend. Your employees interact with your customers every day.

Customer Feedback 97

Customer Feedback Voice of the Customer Customer Experience 97

Intercom, Inc.

MARCH 15, 2018

They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom, Inc.

AUGUST 15, 2018

You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice. Find a sponsor , not a mentor — someone who is in the room when opportunities arise and makes sure your name comes up. For the first week, 90 percent of your job is listening to what matters to the people on your team.

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

SugarCRM

DECEMBER 15, 2022

How customers view and interact with your brand is crucial in today’s marketplace. And considering that 86% of customers are willing to pay more for a better experience, companies need to focus on putting their best foot forward when creating touchpoints and interactions with customers along the buying journey.

Customer Experience 26

Customer Experience Invoicing CX Start-ups 26

SugarCRM

DECEMBER 15, 2022

How customers view and interact with your brand is crucial in today’s marketplace. And considering that 86% of customers are willing to pay more for a better experience, companies need to focus on putting their best foot forward when creating touchpoints and interactions with customers along the buying journey.

Customer Experience 26

Customer Experience Invoicing CX Start-ups 26