Intercom, Inc.

JANUARY 18, 2023

Are you providing the right support and delivering ongoing value? Are you providing the right support and delivering ongoing value? Using a mix of qualitative and quantitative methods, such as session replays and A/B testing, provides a better context of what’s happening and can uncover new areas of research.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are. What Is a Customer Success Community? Supporting CS research. Promoting CS thought leaders.

Social Media 118

Social Media B2B Customer Loyalty Start-ups 118

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Plus, industry experts agree.

Business Growth 115

Business Growth Innovation AI Start-ups 115

CSAT.AI

JULY 13, 2022

If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . exceptionally.” – Kristi Runyan What is high-touch customer service? (+ how to deliver it) , Zendesk blog.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn. Bitter tech rivals put aside their differences to create world-changing innovations. Here are three key takeaways from the podcast.

Customer Acquisition 94

Customer Acquisition Sales CRM Innovation 94

Zendesk

AUGUST 9, 2023

To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent. First, the support organization began revitalizing and expanding its knowledge base.

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Intercom, Inc.

JUNE 22, 2018

Or, in Ruby: Using this method to find similar posts on this blog to “How the support team improves the product,” you’ll get the following top 10: How to launch with a validated idea. Proactive support with Intercom. Proactive support with Intercom. An arcane craft known only to a select few academics.

Machine Learning 223

Machine Learning Start-ups Customer Feedback 223

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live!

Customer Journey Map 100

Customer Journey Map Construction Touchpoint B2B 100

Customer Service Life

OCTOBER 28, 2023

In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. While that’s most certainly the goal, what happens all too often is that “Is there anything else I can help you with?” I once heard Chip Bell rephrase the question to “What else can I help you learn today?”

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Comm100

MAY 31, 2023

They must start looking at new marketing strategies to increase enrollment, adopting the latest technologies and better understanding what today’s students really want. This blog will explore five marketing strategies to increase enrollment that are cost-effective, proven, and easy to adopt.

Education 72

Education Social Media Finance Engineering 72

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. First, we’ll look at what customer engagement systems do and why you need one.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

Customer Service Life

FEBRUARY 10, 2020

4 Good Reasons to Kill Email-Based Customer Support – In this column on CustomerThink I share reasons why some companies are doing away with email as a customer service channel in favor of other options. Is email support still alive for your company or are other channels taking its place? Which companies get your vote?

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

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. Shep Hyken. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. This means you first need to engage with your customers to listen to what they (and the data points) are saying. Annette is very clear on what customer mapping is, and what it’s not.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Zendesk

JUNE 28, 2023

Things move fast in the world of AI, and that pace of change evokes mixed feelings for people working in customer support. While the technology shows obvious potential for helping businesses provide richer customer experiences, it also spawns concerns about the unknown. That idea has driven Zendesk’s AI offerings, she said.

AI 96

AI Sentiment Analysis Technology Technology 96

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. What Causes Difficult Customer Communication? . Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities.

Technology 118

Technology Technology Start-ups Customer Experience 118

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. This blog will help you on your way, providing the top automated customer service examples that can be used across industries. What is customer service automation?

Customer Service 74

Customer Service Artificial Intelligence Machine Learning AI 74

TeamSupport

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? This strategy only boosts productivity, but also enhances the capacity of support teams. Why Automate?

Customer Service 59

Customer Service B2B AI Innovation 59

Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. A profound transformation is underway in customer service.

Customer Service 86

Customer Service CX AI Start-ups 86

Totango

NOVEMBER 8, 2023

What is Pendo? What is Mixpanel? Regardless of technical expertise, anyone can identify what’s working well and spend more time on their best ideas with Mixpanel. Regardless of technical expertise, anyone can identify what’s working well and spend more time on their best ideas with Mixpanel.

Finance 94

Finance Customer Retention Sales Technology 94

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. What happens when employees are burnt out?

CX 97

CX Customer Satisfaction Customer Experience Customer Service 97

The Customer Service Blog

MARCH 21, 2024

John Lewis is a company I have mentioned numerous times in my blog over the last few years. In fact one of the very first articles in this blog - way back in 2016 - was about them (you can read the article by clicking here ). After all, this entire blog is about customer service! Darren Bugg Editor, The Customer Service Blog.

Retail 57

Retail Finance Sales Customer Service 57

Customer Service Life

OCTOBER 13, 2020

It’s a fairly simple set of criteria and I believe that if our customer support team consistently does these things, our company will earn high customer satisfaction marks from our customers. This exercise reminded me of the time when we started this blog back in 2012. Properly authenticating the account. History lesson.

Customer Service 182

Customer Service Contact Center Gaming Education 182

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. What is a Customer Journey? So, what strategies do you need to use at this stage?

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., In the United States, a Pew Research Center study revealed that only 24% of Americans expressed trust in the government to do what is right “just about always” or “most of the time” – a stark decline from the past decades.

Government 78

Government Social Media Artificial Intelligence Legal 78

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. However, what hasn’t been so clear is student receptiveness to these chatbots – until now. You can download the survey results for free below.

Education 78

Education Social Media AI Customer Service 78

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. This means that successful brands need to align their product experience with what data indicates about customer needs.

Customer Satisfaction 100

Customer Satisfaction Technology Technology 100

Totango

AUGUST 23, 2022

In this article, we’ll cover what you need to know about B2B customer journey touchpoints and how to plan them out to deliver tremendous customer success. First, we’ll look at what customer journey B2B touchpoints are and which ones are most critical in the B2B customer journey. What Are B2B Customer Journey Touchpoints?

Touchpoint 118

Touchpoint B2B Customer Journey Map Social Media 118

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

TeamSupport

JULY 6, 2020

because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Has your Inbox has screamed, “Enough!”

B2B 104

B2B Start-ups Technology Technology 104

Totango

NOVEMBER 8, 2021

Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. In this blog, we’ll take a look at why brands need to elevate the customer experience in the wake of the pandemic and what you need to do to deliver results that will satisfy today’s customers.

Customer Experience 106

Customer Experience E-commerce Technology Technology 106

Help Scout

SEPTEMBER 22, 2021

This post is part of The Supportive , Mathew Patterson’s column for customer service professionals. Sometimes people think of support as an “entry level” role, something to be moved through or skipped over, but you know how wrong they are. But most of the Help Scout blog is intended for many different audiences. You matter.

Customer Service 108

Customer Service 108

Totango

FEBRUARY 25, 2022

Have you seen what Totango is working on? In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. In-App messaging. Product usage and daily digital tools integrations.

Gaming 97

Gaming Innovation Start-ups 97

Comm100

MARCH 21, 2023

99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. With more options than ever before for customers, switching brands is easy.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

Totango

NOVEMBER 27, 2023

It’s important to spend time analyzing your data to understand why your customers are making certain choices and determine what elements of the health score are most important to retaining and growing your customer base. “Customer success is driving value to customers. However, a customer’s health score is constantly shifting.

Touchpoint 107

Touchpoint AI Gaming Innovation 107