Intercom, Inc.

OCTOBER 13, 2021

Scaling a company is never a linear process. As a result, our company trajectory has changed rapidly – by the end of last year our team was experiencing higher demand than ever before. As your startup becomes a scale-up, teams will encounter obstacles that require them to quickly adapt to new demands.

Engineering 129

Engineering 129

Zendesk

APRIL 7, 2022

More and more companies are realizing the power of customer relationships. But the question is, how can companies create connections with their customers? Many people today feel like customer service is an afterthought for companies. According to our CX Trends Report, 54% of consumers say good customer service is lacking.

ML 98

ML Social Media Start-ups CX 98

Zendesk

NOVEMBER 2, 2022

Companies with no formal negotiation process in place show a 63.3 Sometimes, buyers and sellers don’t agree on the terms and are forced to part ways. Negotiation is important in the long and short term. Life in sales isn’t so different from navigating the delicate conversation of movie preferences with your partner.

Sales 52

Sales Start-ups Gaming CRM 52

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. Here are the key reasons so many companies rely on SLAs for their profitability….

B2B 49

B2B Non-Profits Construction Customer Retention 49

Callminer

OCTOBER 22, 2019

For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that choice becomes even more difficult. Outbound Call Centers: These services are to make outgoing calls on behalf of your business.

Contact Center 203

Contact Center Healthcare AI Sales 203

Zendesk

SEPTEMBER 5, 2023

Whether you’re a business owner, customer service professional, or curious about the latest trends in customer support, join us as we delve into the potential and benefits of omnichannel contact centers. Multichannel contact centers offer customer service through multiple channels, but each operates independently.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. Here are the key reasons so many companies rely on SLAs for their profitability….

B2B 40

B2B Non-Profits Construction Customer Retention 40

Lightico

MARCH 23, 2022

Insurance MGA’s, or Managing General Agents, perform many tasks that typical insurance companies normally handle. But what is an MGA, and how can it be helpful to an insurance company? But what is an MGA, and how can it be helpful to an insurance company? What is an insurance MGA? However, there are some exceptions.

Retail 52

Retail Innovation Sales Customer Service 52

SugarCRM

APRIL 23, 2021

What do companies like Trader Joe’s, Southwest Airlines, and Zappos have in common? They’re all known for delivering excellent customer service. No matter how good a company is at controlling costs, hiring talented employees, and developing innovative products, few brands succeed without putting customers first.

Customer Service 36

Customer Service Artificial Intelligence CRM Customer Satisfaction 36

Zendesk

DECEMBER 13, 2021

Every company wants to increase productivity in its sales department—that’s a given. What’s not a given, however, is exactly how your company goes about the process. A sales playbook is a document containing a company’s best sales tactics and strategies based on previous successes. Company products. Compensation package.

Sales 98

Sales B2B Start-ups CRM 98

ClearAction

OCTOBER 16, 2019

Forty-four percent of companies don’t know their customer turnover rate. A 20% churn rate means that our companies are selling for five quarters to hold onto the revenue of four quarters. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Intercom, Inc.

SEPTEMBER 17, 2020

But, there’s one company who believe that’s not always the case. Operations and co-founder of Blind , the anonymous social platform for verified professionals. The Blind business model is built on the unique insight they have into companies directly from their verified employees. When popular culture breeds company culture.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Customer Service Life

AUGUST 22, 2018

In the first scenario you work for a SAAS (Software as a Service) provider and a customer is calling in because their service is impaired. After a bit of investigation you discover that one of your engineers tripped over a network cable, causing service to go down for this and many other customers. Two Schools of Thought.

Legal 68

Legal Engineering Gaming Customer Service 68

Taylor Reach Group

FEBRUARY 26, 2019

What is the best process for establishing which technologies are best aligned with your organizational goals and needs? I am going to walk you through the technology acquisition process with proven strategies that will enable your organization to easily and effectively chose the most suitable technology. Sole Sourcing vs. Request for Proposal (RFP).

Contact Center 85

Contact Center Technology Technology Scorecard 85

TeamSupport

NOVEMBER 16, 2018

Many emerging companies rely on emails and spreadsheets or even a small in-house solution to keep track of customer information. Let’s look at the steps companies should take to be successful in switching to these solutions. It’s likely a mix of basic information (company name, contact, job title, etc.)

B2C 40

B2C B2B Technology Technology 40

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

Help Scout

FEBRUARY 11, 2019

It was one of the best customer service relationships of my life. Relationships are the key to long-term growth, and some people intuitively know how to prioritize their customers. Maybe they grew up in a family with a small business or have always had a service mindset. That couldn’t be further from the truth.

E-commerce 40

E-commerce Customer Relationship Management Customer Relationship Social Media 40

ClearAction

JANUARY 20, 2020

However, top winners will share a significant commonality: they’ll make their plays at their company’s foundations. Customer experience management is defined by your company. CX usually precedes — and extends beyond — interaction with your company. 2020 Customer Experience: 20 Wishes Lynn Hunsaker.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Aquire

JANUARY 16, 2022

If you’re wondering how your company can use these virtual assistants , check out the different use cases by business function and industry. Chatbot use cases for customer service and support. There are many different chatbot use cases depending on how you want to use them. Chatbot use cases for business. registration).

Government 52

Government Healthcare Retail AI 52

SugarCRM

MAY 19, 2022

Today, companies use AI to predict customer behavior, serve more people, better target campaigns, forecast trends, etc. Today, companies use AI to predict customer behavior, serve more people, better target campaigns, forecast trends, etc. AI is an umbrella term for any machine intelligence that mimics human intelligence.

AI 26

AI Artificial Intelligence Sales Manufacturing 26

ClearAction

JANUARY 20, 2020

However, top winners will share a significant commonality: they’ll make their plays at their company’s foundations. Customer experience management is defined by your company. CX usually precedes — and extends beyond — interaction with your company. 2020s Customer Value: 20 Wishes Lynn Hunsaker.

CXM 90

CXM Non-Profits Close the Loop CX 90

PeopleMetrics

JANUARY 25, 2018

In other cases, however, there may not be a law, contract or agreement that specifically addresses how the CUI data received from the federal government should be protected. In many cases, other federal laws or regulations might address how that information must be protected (e.g., Photo by Priscilla Du Preez on Unsplash.

Education 79

Education Compliance Government CRM 79

Intercom

JUNE 22, 2023

Recent developments in the field of AI have taken the world by storm, with huge implications for the customer service landscape. The result is The State of AI in Customer Service: 2023 report , where we dive into the top five trends transforming customer service. Short on time? We then compiled that into our 2023 report.

AI 59

AI Start-ups Technology Technology 59

Comm100

FEBRUARY 7, 2018

Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that will take your customer relationships and revenue to the next level. Here’s a quick glance at the pitfalls to avoid: Stiff Contracts Can Lock Companies In. Companies That Misuse Systems or Cut Corners May Suffer.

CRM 41

CRM Social Media Start-ups Touchpoint 41

Shep Hyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. (EHL I’m almost in agreement.

Customer Service 11

Customer Service Touchpoint Customer-Centric Organization CX 11

Comm100

MAY 5, 2016

While giving customer service operators the ability to conduct chats simultaneously is one of the big advantages to live chat over other channels, it’s actually a very hard thing to do. So what does this mean for you in practical terms? Use the following tips to hone your multi-tasking skills and feel sane doing it.

Start-ups 41

Start-ups Customer Satisfaction Customer Service Technology 41

SixteenVentures

DECEMBER 31, 2019

Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. Customer Success is transformative. Customer Success is not just about retaining customers.

Start-ups 136

Start-ups Sales NPS Non-Profits 136