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. Don’t fall into the trap of making every employee pitch in to help if it will result in a mess of disconnected emails and calls. That’s fine.

Customer Service 98

Customer Service Social Media CX AI 98

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. We’re also a Certified B Corporation. Assisting with billing issues.

Social Media 94

Social Media Innovation Touchpoint Start-ups 94

Intercom, Inc.

MARCH 26, 2018

Almost all of our article updates are surfaced by our customer support team. By building a feedback loop with your support team. If you create a feedback loop with your customer support team and implement their suggestions, your help center will become a much more valuable resource in a matter of weeks. Write as they build.

Education 190

Education Start-ups 190

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. Address common concerns and provide solutions through blog posts, FAQs, and webinars.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

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. Today’s customers simply want to use the channel that suits them in that moment.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

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 Think.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Aquire

JULY 26, 2021

Instead, they can use customer service email templates to cut response times and provide consistent service. That’s why we wrote these customer service email templates for you, based on 15 different scenarios, so you can choose and tailor them as needed. First, here’s some advice on how to write customer service emails.

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Intercom, Inc.

OCTOBER 5, 2022

But it wasn’t until 2017 that her love for coaching led her to co-found Wherewithall , a knowledge service to help managers hone their skills to better support their teams. In their workshops and trainings, she found herself giving the same advice over and over again, and so she decided to write it all down.

Engineering 118

Engineering Gaming 118

Customer Bliss

AUGUST 18, 2020

And a good part of this responsibility falls on the shoulders of your frontline support staff – who talk to and help out customers day in day out. Which is why hiring support reps in a post pandemic world requires you to apply a more discerning assessment process. Identify Those With High EQ. Some might be angry.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Intercom, Inc.

DECEMBER 19, 2018

The best of the blog. Significant digits: 240 blog posts, 18 videos. Analytics, biz ops, marketing, sales, support, recruiting, finance, HR. We killed the blog. The most successful blogs are usually very personal and tied to a particular worldview or area of expertise. ” On Support. ” On Support.

Engineering 150

Engineering Start-ups Gaming Sales 150

Intercom, Inc.

SEPTEMBER 26, 2018

The channels can vary, but at Intercom we focus on a mix of email, in-app messages and bots since this is what our product offers. Clarity makes your writing easier to understand, easier to retain, and more enjoyable to read, and all of that makes your readers happy. As you’re writing, consider the reader’s state of mind.

Start-ups 202

Start-ups Customer Feedback Sales 202

Win the Customer

MARCH 7, 2016

Not so long ago, I was a complete rookie to the blogging world. I needed to select a hosting site to start my blogging adventure. After paying the fees, when I pressed “Publish” to put my blog online, an error page showed up on the screen. I also wrote them a personal message to thank them for their support.

Customer Experience 95

Customer Experience Social Media Contact Center Start-ups 95

SugarCRM

JULY 6, 2023

frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen> Use Cases for the Meetings Module You can use the ChatGPT integration with Sugar within the Meetings module to quickly write meeting invitations. Consider using bullet points when needed.

AI 26

AI CRM Sales Customer Experience 26

Aquire

JULY 30, 2021

With one simple tweet, status update, or blog post, they can reach thousands of people right away. Do they prefer to be serviced by email or phone calls? A FAQs section including answers to all the commonly asked questions gives customers access to instant solutions without needing to contact customer support. No problem.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

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 colleague and I are working on a series of blog posts about this.

Customer Service 86

Customer Service CX AI Start-ups 86

Shep Hyken

DECEMBER 13, 2021

My Comment: When Seth Godin speaks (or writes), I listen (or read). In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. It doesn’t matter if it’s social media – or phone calls, emails, etc. ultimate.ai) Level up your customer support in 2022. It’s about getting “service” right.

Social Media 74

Social Media Customer Service VOC Retail 74

SugarCRM

OCTOBER 14, 2021

Email is still a strategic piece of your marketing strategy, with 91% of marketers rating it as important. The two main goals that marketers prioritize when it comes to email marketing are to increase sales revenue (59%) and to boost lead generation (49%). If your subject line fails, then your email campaign stops dead in its tracks.

Government 49

Government Start-ups Sales 49

CX Accelerator

FEBRUARY 12, 2018

Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. The focus should be on keeping the VoC vision and goals top of mind and creating a framework to support them. A version of this post originally appeared on M4 Communications blog. Twitter - @SueDuris

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. Average handle time, a standard metric for phones has typically been difficult to gauge with email, but with the time tracking app you can see total time spend working tickets and also get an average amount of time spent on individual ticket updates.

Technology 63

Technology Technology Social Media Artificial Intelligence 63

Provide Support

APRIL 4, 2017

In one of my earlier blog posts I offered useful recommendations for greeting your customers. This idea occurred to me while I was writing an email to a customer and was thinking about the proper closing. (.). © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more.

Customer Service 43

Customer Service 43

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. In a traditional call center, we might use average handle time to understand how many calls agents are handling per hour, but this is a tricky metric when we look at newer channels like email, chat, text, social, etc. Image by Harald Funken from Pixabay.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Taylor Reach Group

APRIL 9, 2020

A well-run suggestion program can give your employees a way to share their ideas in writing and can be a stand-alone program or an addition to listening sessions. In my contact centers, I’ve also offered a graffiti-style feedback system that I’ve written about before ( Taylor Reach Blog ). Creating Successful Suggestion Programs.

CX 173

CX Contact Center Start-ups Customer Experience 173

Beyond Philosophy

NOVEMBER 10, 2015

Read the posts here , then write your own (use #ProductivityHacks in the body). Completed project = (work time – connectivity – Toxic Influences) engaged team support. Harvard Business Review’s blog published a post comparing the effects of our global connectivity to the delayed gratification marshmallow test from the ’60s.

CX 154

CX Customer Experience 154

Intercom, Inc.

MARCH 15, 2018

Partnering with the Infrastructure, Data and Developer Productivity teams, his group builds the tools that support every Stripe engineer and keep Stripe reliable and performant. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. I was at Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Help Scout

DECEMBER 26, 2018

It was such a good speech we talked her into writing it up for our blog audience. Then I imagine the person I’m writing to needs to not only know this but believe it — all within the first few lines of my email. What Is Support-Driven Growth? How to Hire for Chat and Email Writing Skills.

Sales 40

Sales Finance 40

ProProfs

MARCH 1, 2019

Each nanodegree program comes with expert feedback, community support and involves creating sample projects so that users can build their first portfolios. Many blogs and websites offer valuable, quality resources completely free of charge. Premium Content via Paid Newsletters. Teachers & Instructors Using Online Platforms .

Education 87

Education 87

Intercom, Inc.

FEBRUARY 26, 2018

I’m referring to the full spectrum of business execution, from product management to design to engineering to marketing to sales to support and all the other functions needed to scale a business. I highly encourage you to read his blog post and watch his talk. The second army are your main competitors. We are a product company.

Engineering 224

Engineering Technology Technology Innovation 224

Aquire

SEPTEMBER 28, 2021

Let’s say you sent the standard survey (often as a pop up in your site or via email). Because NPS is about subtracting the percentage of detractors from the percentage of promoters, you can focus on minimizing detractors and turning them at least to passives by offering better support to resolve their complaints. WHITEPAPER.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

Comm100

NOVEMBER 13, 2015

A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved. Elements that are tracked in a support ticket: Account information.

Start-ups 66

Start-ups Customer Service 66

Callminer

AUGUST 1, 2017

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Being able to monitor calls and have the instant support of other more seasoned agents give newer agents a sense of security and confidence. We strive to be at 15:1 with team lead support on deck during the call.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

ProProfs

MAY 9, 2023

In this blog post, we will explore the concept of quiz funnels in more detail, including their benefits and examples. It’s a type of quiz that requires participants to provide contact information, such as their name and email address. We will also share the best practices for creating the best quiz funnel to attract and convert leads.

Social Media 52

Social Media Sales Start-ups E-commerce 52

Customer Service Life

MAY 15, 2017

This article was originally published on the FCR blog on May 3, 2017. Now imagine working in technical support and you need to get a customer’s make and model for the device you’re supporting. The ability to track time and pause states is fairly standard for a good phone system, but not so for email and chat.

Technology 74

Technology Technology Customer Service Contact Center 74

Comm100

DECEMBER 8, 2020

Because they offer more efficient support and a more intimate, personal experience. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! Engaging with a prospective buyer and providing support and quick answers is a surefire way for businesses to gain customers. Next up is convenience.

Customer Satisfaction 53

Customer Satisfaction Social Media Sales Artificial Intelligence 53

Zendesk

MAY 26, 2021

Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. It’s also the processes that support the teams making good customer service happen. The difference between customer service and customer support.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Intercom, Inc.

JANUARY 25, 2019

A while ago, we introduced a feature called Inbox reports , which gives you metrics about your support team, number of conversations, how quickly your team is getting back to them and how happy the customers are with those conversations. Around this time, someone sent me a blog post by a guy called Dan McKinley.

Engineering 168

Engineering Start-ups Technology Technology 168

Comm100

JUNE 25, 2020

Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. However, you don’t want to lump in a message statement about supporting Black Lives Matter and then a paragraph later talk about an awesome sale you’re having. Your email immediately stands out.

Customer Service 52

Customer Service Social Media Start-ups B2B 52

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform.

Social Media 53

Social Media AI Start-ups Finance 53