Inside Customer Service

DECEMBER 8, 2022

Lesson #1: Know your product My first customer service encounter ended in service failure. A customer approached and asked if we carried a particular product. I vowed never to let it happen again and immediately tried to learn everything I could about our products. I was an account manager for a uniform company.

Start-ups 224

Start-ups Retail Customer Service 224

Intercom, Inc.

JUNE 30, 2021

Many designers become managers for the wrong reasons. Often, they’re incentivized by their companies to become managers to gain greater impact, influence, and compensation. Certainly that was my own experience a couple of years ago when I decided to dip my toes into management. Parallel career paths.

Engineering 174

Engineering Start-ups Customer Satisfaction 174

Intercom, Inc.

MARCH 15, 2021

Reflecting on her own career journey, Leandra Fishman, Intercom’s CRO, recalls being told, “You’ll never be successful without a college degree.” The pandemic has disproportionately affected women’s career growth. This last year has had a major – and potentially devastating – effect on women’s careers. The lesson?

Engineering 209

Engineering 209

Intercom, Inc.

JULY 29, 2021

In fact, in some form or another, he’s been working in sales for most of his career. What started as a few gigs selling media, property, and even bicycles turned into a blooming SaaS career that Mark has been mastering for the last decade at Salesforce, Wrike, and now BrowserStack. I have worked in media, sold property, managed a band.

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

JULY 28, 2022

By inviting product teams to sales processes and vice-versa, you’re enriching them with insights that help drive a better experience and a more robust roadmap. I mentioned some of your previous roles in the intro, but I’d love to hear you talk about your career journey up until this point. Thanks very much, Liam.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. So many factors damper agent productivity, like high call volumes and staff turnover, both of which are only too common in the call center industry. As managers, you need to be aware of your agents’ performance to ensure a good customer experience.

Construction 148

Construction Contact Center Customer Loyalty Customer Satisfaction 148

Intercom, Inc.

JUNE 10, 2020

Let’s talk about that trickiest of subjects: Product Judgment. Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them.

B2B 291

B2B Engineering Start-ups Transportation 291

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. It was also my first official week in the People Development Program Manager role, which certainly added to the challenge! . Product demos . Q&A with product leaders on our product strategy. They are: . Core business learnings.

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

MAY 4, 2018

And unfortunately, your suspicions are confirmed when they hand you their resignation and explain they’ve been offered “a new and exciting opportunity” that aligns with their career aspirations. Regular, open career conversations can be an effective strategy for this. How to have effective career conversations.

Engineering 223

Engineering Start-ups Compliance 223

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Offering career advancement tips for CS professionals. In particular, be aware of any community guidelines regarding product promotion.

Social Media 118

Social Media B2B Customer Loyalty Start-ups 118

Callminer

MAY 27, 2020

” – Brian Platz, Steps for Creating a Positive New Employee Onboarding Experience , The Balance Careers; Twitter: @thebalance. Encourage team managers to provide feedback about employee performance in both a formal and informal setting. Keep performance reviews goal-oriented and collaborative. ” – Tarika.A,

Start-ups 254

Start-ups Technology Technology Education 254

Intercom, Inc.

MARCH 3, 2020

“You might look at what’s below and feel intimidated, but this isn’t meant to be a checklist of all the things you need for us to hire you” Just like our products, our hiring process has a strong focus on conversational design. Our expectations for product and content designers show you what we look for in your work.

Engineering 290

Engineering Gaming 290

Intercom, Inc.

NOVEMBER 2, 2021

Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause. One thing that will always be on that list, however, is good management. The data suggests bad management is a real and significant issue. It’s the managers. Always ask for advice.

Engineering 291

Engineering Construction Sports 291

Callminer

APRIL 24, 2020

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Gaming 182

Gaming Social Media Contact Center Customer Feedback 182

Intercom, Inc.

OCTOBER 13, 2021

Ask five product managers what they do and they’ll likely give you five radically different answers. There’s a massive disparity in how people approach the role of a PM, depending on where they’re working, the products they’re developing, or even the culture of the company. Jane’s career is quite unique.

E-commerce 118

E-commerce Start-ups Hospitality Hospitality 118

Intercom, Inc.

AUGUST 18, 2022

There’s project management, mentorship and teaching, decision-making, relationship-building, and the value you bring to the company is no longer measured by the quality of the lines of your code but rather by driving the engineering org forward. Early in my career, at the agency that I told you about, I was the sole employee for a long time.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

JULY 14, 2020

There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive. As customer success managers, we are well positioned to serve as customer advocates. The Trusted Advisor.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Intercom, Inc.

JANUARY 8, 2019

You’ve cut your teeth on a few big launches and earned your stripes as a solid “mid level” product designer. There’s a classic fork in the road for designers who are looking to grow in their career. One path leads to management : to running teams and projects, to managing people, to creating impact through others.

Engineering 152

Engineering Innovation AI 152

Intercom, Inc.

AUGUST 28, 2020

Product launches go smoothly, teammates have and resolve healthy conflicts naturally, and even big challenges are viewed as opportunities to improve and grow. “One of the most important roles a manager plays on their team is building engagement” When you’re on a team that isn’t engaged, however, everything takes longer.

Engineering 222

Engineering Start-ups 222

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Some of the key takeaways from the webinar included: .

Start-ups 104

Start-ups Customer Loyalty Customer Satisfaction Sales 104

Fonolo

MARCH 14, 2023

Every manager knows that new hires are extremely costly, and even more expensive to replace. ASAPP research reports that 51% of respondents who received poor training felt pessimistic about their careers, leading to burnout and poor performance. Check in with your managers. The Ultimate Guide to Call Center Training 3.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. Managers must ensure their agents have the skills and knowledge to provide excellent customer service.

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Intercom, Inc.

SEPTEMBER 1, 2021

At Intercom, we believe the best products are built with the market in mind. That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . product marketing team. Involve PMM in the entire product process (or: it’s not all about launches).

Start-ups 138

Start-ups Sales Gaming 138

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. I’ve been a Product Engineer at Intercom for just over two years. Joining Intercom. Onboarding with Intercom.

Engineering 118

Engineering Start-ups Technology Technology 118

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. These evolving demands from enterprise customers bring with them different skillsets customer success managers need to hone.

Sales 177

Sales Start-ups Technology Technology 177

Fonolo

AUGUST 24, 2021

Encouraging career growth. Little to no career growth or learning opportunities. A work environment plays a great role in a company’s culture, productivity, and overall success. Here are some ways that your work environment affects your agents: Productivity. Physically comfortable workspace. Open communication.

Contact Center 148

Contact Center Technology Technology Education 148

Zendesk

MARCH 16, 2022

Depending on the products, region, and size of a company, a business may require sales experts with different specialties. In 2021, Americans spent nearly $487 billion on technological products and services (a 7.5 Typical sales engineer career path. Securing orders of relevant products and arranging their delivery.

Engineering 98

Engineering Sales B2B Education 98

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Start-ups 105

Start-ups Social Media Engineering Education 105

Intercom, Inc.

JANUARY 27, 2022

In this episode of Inside Intercom, you’ll hear from: Nidhi Kamat , Product Manager. Lily Beauvilliers , Product Engineer. Nadine Mansour , Product Manager. Lu Borko , R&D Operations Manager. I’m a product manager on the pricing and packaging team. So, Lily is a product engineer here.

Engineering 138

Engineering Start-ups Technology Technology 138

Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.

Social Media 122

Social Media Outlook Customer Satisfaction Contact Center 122

Intercom, Inc.

OCTOBER 6, 2020

“Understanding this negative thought, the one that follows me around, was a difficult process but incredibly empowering” You might boil my negative thoughts down to something like, “I’m not a good Product Manager and one day I’ll be found out.” Positive feedback is untrue. Introducing the brag sheet.

260

260

Intercom, Inc.

DECEMBER 20, 2022

In this wrap-up of the year’s best bits, you’ll hear from: Paul Adams , Chief Product Officer at Intercom. Nadine Mansour , Senior Product Manager at Intercom. Intercom on Product: Speeding back up when momentum drops. Des Traynor , Co-founder and Chief Strategy Officer at Intercom. I’m Liam Geraghty. In January.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Contrast this with Office B, where your entrance is met with your manager’s reprimand for a minor mistake, colleagues who are uncooperative, and unnecessarily extended working hours. Where would you prefer to work?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Intercom, Inc.

MARCH 15, 2018

Will Larson has managed infrastructure teams for some of the biggest names in software. 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. product called Yahoo! But, I also got a little bit worn out.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom

MARCH 9, 2023

They’ll receive continuous poor service, become frustrated, and – despite your great product – churn. Unhappy teammates are less productive and the circle of a poor customer experience continues. They fail to provide a promising career path to those that join. They fail to provide a promising career path to those that join.

Customer Service 59

Customer Service Engineering Start-ups Education 59

Intercom, Inc.

JULY 18, 2022

Des shares insights from the full range of his career – the chat is packed full of anecdotes and lessons about the origins of Intercom, the most enduring startup myths, his approach to angel investing, the challenge of SaaS product marketing, and much more. ” The Makings of Great Product Marketing. Origins of Intercom.

Start-ups 118

Start-ups 118

ProProfs

MAY 10, 2023

Today, recruiters and hiring managers use several career assessment software to assess candidates. From creating assessments to distributing, grading, reporting, and giving feedback, the best career assessment software does it all. Also, we will briefly discuss the meaning and features of career assessment tools.

Artificial Intelligence 52

Artificial Intelligence AI Machine Learning Education 52