Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. 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.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

MARCH 14, 2018

Here are the key takeaways: Understand the problem that you’re trying to solve. This will pinpoint why you’re running a beta and help to define what you want to learn as early as possible. Consider who should get access. Work on how you’ll pitch and describe the solution in a way that makes the most sense for your users.

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

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. Why are talks important? 1. Getting started.

Education 215

Education Start-ups Engineering 215

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Build Your CAB with the Right Mix of Customers.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? We dive deep into using emotional intelligence to have great experiences. You finally find that perfect product, a new laptop, home fitness equipment, or maybe a gift for your partner on a big anniversary. Be impeccable with your words. Always do your best. It isn’t what you expected.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Read on to learn about effective leadership activities you can use in your organization.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

SurveySensum

JULY 11, 2023

As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. Finally, your burger arrives, perfectly cooked and beautifully presented. You take a bite, and it’s pure heaven — the flavors explode in your mouth, making you crave more. You leave the restaurant with a big grin on your face.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. Get to the point.

Start-ups 202

Start-ups Customer Feedback Sales 202

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. On-site systems, like those offered by traditional PBX, are bulky and require more hardware when you need to physically up-scale your business. Meet Our Panel of Contact Center Experts: .

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom

OCTOBER 9, 2023

You satisfy your customers, but can you satisfy our curiosity? With Giovanni Lepori, Head of Customer Success at Hunter.io. Please tell us a little bit about your company and what you do there. Our mission as a company is to help businesses get in touch with people who matter to their businesses, while staying compliant.

Start-ups 52

Start-ups Customer Service Innovation Customer Relationship 52

SurveySensum

NOVEMBER 29, 2023

Do you know how can you convert your mobile users to customers? To do that you should launch in app customer feedback with the help of a robust in app feedback tool that enables you to create in-app surveys , distribute them on multiple channels, and analyze them in real-time. What is in-app customer feedback?

Customer Feedback 52

Customer Feedback Touchpoint Customer Expectations Customer Experience 52

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

SurveySensum

AUGUST 21, 2023

Are you struggling with retaining your existing SaaS customers? However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. You’re not alone.

Customer Retention 52

Customer Retention B2B Close the Loop NPS 52

SurveySensum

NOVEMBER 16, 2023

Imagine you run a cozy little bakery, and every day, people visit your website, browsing through your delightful array of pastries and cakes. Some customers buy cupcakes, while others just browse. Well, that’s what gathering website feedback does. Well, that’s what gathering website feedback does.

Customer Feedback 52

Customer Feedback Social Media E-commerce Innovation 52

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Key Takeaways. Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

SurveySensum

NOVEMBER 13, 2023

Did you know that, over 7 billion people worldwide are using mobile phones in 2023? That’s a lot of people…like a lot. This is why it is all the more important that businesses pay attention to their mobile CX. It’s like having a magic wand to streamline your feedback process. Enter mobile survey tools.

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 52

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

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. This is all to say that while working closely with sales departments comes naturally to most CSMs, bringing in other departments – such as marketing – can sometimes leave both customers and internal teams wanting more.

Customer Retention 81

Customer Retention Sales 81

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction. What is a NBFC Customer Feedback Tool?

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Intercom, Inc.

APRIL 29, 2021

We recently sat down with Joei to chat about her new series, how to work unexpected new formats into your content marketing strategy, and balancing creativity with lead generation. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now.

Innovation 118

Innovation B2B Start-ups Education 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. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Zendesk

JUNE 15, 2021

You receive an email from Lowe’s claiming that a new LG model is a customer favorite. Probably your friends. SEMrush’s research shows that 88 percent of people have the highest level of trust in a brand when a friend or family member recommends it. To build trust with consumers, a customer advocacy program is key.

Sales 64

Sales Net Promoter Score Social Media CRM 64

Intercom, Inc.

DECEMBER 10, 2018

All your messaging is marketing, both before and after the sale. So in-app marketing is especially key to engaging and retaining the users you’ve worked so hard to acquire. In-app marketing is about reaching out to your customers while they’re inside your product to engage, retain, or upsell them.

Start-ups 137

Start-ups Gaming Sales 137

Aquire

JULY 26, 2021

Customer service agents respond to a wide range of queries – but thankfully, most questions aren’t unheard of. Instead, they can use customer service email templates to cut response times and provide consistent service. First, here’s some advice on how to write customer service emails. Do they have an issue or a question?

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. So, what are some of the top questions being asked about customers? So – are customers actually rude, stupid or entitled? Download Now.

Start-ups 128

Start-ups Customer Service Social Media Contact Center 128

SurveySensum

SEPTEMBER 18, 2023

Did you ever notice that after attending a meeting on Google Meet a survey pops up → ‘How likely are you to recommend Google Meet to other people you work with?’ These surveys provide a unique opportunity to gather customer feedback right when they are interacting with your product. Why Should You Opt for In-App Surveys?

Start-ups 52

Start-ups Gaming Customer Feedback NPS 52

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Being reactive isn’t enough – you need to be proactive.

B2C 118

B2C B2B Social Media Start-ups 118

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Types of Call Center Software.

Contact Center 140

Contact Center VOC Social Media AI 140

Intercom

MAY 9, 2023

The thought of upleveling your customer service strategy with AI is incredibly exciting – but can also feel a little daunting. More than 10,000 people have joined the waitlist since our announcement in March, and we’ve had some great learnings from the beta so far. What’s the job description?

AI 59

AI Start-ups Customer Service Technology 59

SurveySensum

OCTOBER 12, 2022

Why is Jotform so popular? Key Takeaway. So, before jumping straight to its alternatives, let’s find out why Jotform is famous amongst many businesses and users out there. So, before jumping straight to its alternatives, let’s find out why Jotform is famous amongst many businesses and users out there. SurveySensum.

Start-ups 52

Start-ups Close the Loop NPS Customer Service 52

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? Believe me, I’ve been there.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. .

Technology 104

Technology Technology Innovation Customer Satisfaction 104