Intercom

FEBRUARY 6, 2024

At Billy, we offer compliance tracking for the construction industry. It’s too easy to jump in and start supporting, only to find out you are solving the wrong problem. I use a notes tool as my go-to when I need to take notes from a call or make a quick note of something to follow-up on – anything I need to remember.

Construction 97

Construction Compliance Start-ups Customer Service 97

Intercom, Inc.

JULY 5, 2022

This idea is not new and is used across a range of industries – from home construction to standard shipping containers – to increase efficiency and reduce costs. took advantage of a modular system when they started to sell entire houses through their mail order catalogs. Start with the system. Back in 1908, Sears Roebuck and Co.

Start-ups 186

Start-ups Construction Manufacturing Retail 186

Inside Customer Service

FEBRUARY 25, 2021

Chapman suggests acknowledging your client's obvious pride while making it clear your constructive feedback is based on your own perceptions. For instance, you might start off by saying, "I know how important this is to you. But there's usually a way through as long as you're empathetic and respectful." O'Flahavan is on to something.

Construction 163

Construction Start-ups Customer Service Customer Experience Management 163

Qualtrics

SEPTEMBER 6, 2019

It’s about offering up insights to celebrate strengths and identify ways to learn and grow. Constructive feedback – could be described as a bit of ‘stop that and start this’ – it is (as the name suggests) about ‘building’ – and focuses on agreeing to solutions for the future.

Construction 22

Construction Start-ups Sales Customer Survey 22

Inside Customer Service

JANUARY 27, 2022

I didn't do myself any favors by just setting the score sheet down in front of him at the start of the conversation. You've probably heard that disclaimer at the start of the call, "This call may be recorded for quality and training purposes." Wrap-up by discussing goals for future calls. The solution? Eliminate the score.

Contact Center 148

Contact Center Legal Construction Start-ups 148

SurveySensum

APRIL 16, 2024

Improved communication can boost productivity by up to 25%. T he follow-up on progress toward goals consolidates everyone’s commitment. Regular stand-up meetings also ensure alignment. Moreover, constructive feedback overlooks personal shortcomings and focuses on the concerns at hand, targeting immediate solutions.

Construction 52

Construction Social Media Engineering Actionable Insights 52

Fonolo

OCTOBER 19, 2023

A rigid timeframe for all customers doesn’t make sense – especially without data to back it up. An 80/20 service level might rush agents through these more in-depth problems, and end up lowering your quality of service, and your CSAT ratings. For example, many callers will tolerate a wait time that is longer than 20 seconds.

Contact Center 81

Contact Center Social Media Construction AI 81

Callminer

JULY 23, 2019

Lack of Skill: Some leaders are ready to tackle feedback, yet miss the skills needed for preparation, delivery and follow-up. To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Lumoa

JANUARY 3, 2023

It is essential to keep principles of survey design in mind when constructing questionnaires or polls. Start with the end goal in mind. Start with the end goal in mind. When it comes to survey design, the most important principle to keep in mind is to start with the end goal in mind. Survey Design Best Practices.

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

Beyond Philosophy

MARCH 7, 2024

What brought this up was a podcast listener who had a pickle they wrote us about. It All Started in Munich The methodology was my reaction to a frustrating meeting in Munich. We usually come up with a few value indicators, which are different things that can drive value. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Intercom, Inc.

JULY 21, 2021

Thinking big, starting small. We think big and start small – we’ll embrace this core value as we build an entirely new way of working. We recognize the incredible benefits that remote work offers, but we also don’t want to give up the magic that happens when we come together. Our next steps.

Construction 138

Construction Start-ups Technology Technology 138

InteractionMetrics

APRIL 13, 2024

Unfortunately, many surveys that start as a vehicle for measuring customers’ perceptions wind up going down countless paths. So, it’s up to you to write incisive survey questions (or hire a writer to do it for you.) Scour your survey to ensure that it doesn’t include any leading constructs.

Double-Barreled Question 52

Double-Barreled Question Customer Survey Construction Start-ups 52

Zendesk

MARCH 30, 2022

As soon as a call is made, your prospect’s Zendesk profile will pop up in CloudTalk’s interface. Simple Whatsapp Sender (Support) is an app for Zendesk created by Be-Simple that allows agents to search for customers and send them a Whatsapp message, starting from a series of preset templates.

Construction 98

Construction Government Education CRM 98

Experience Investigators

AUGUST 3, 2021

If you’re looking for more ways to quickly build momentum and start creating fewer ruined days for your customers, look no further. Enrollment is FREE -- Let's get started. Now those things are great to have, but they’re not necessarily quick to set up. Improve Your CX Without Breaking a Sweat.

Customer Experience 138

Customer Experience Construction Social Media Social Listening 138

Beyond Philosophy

AUGUST 25, 2022

First, it starts with understanding your customers, which involves customer segmentation, which means dividing them into like groupings with targeted approaches that appeal to what they have in common and value collectively. Triant agrees, adding that recruitment is the first place to start building a proactive experience.

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

Fonolo

NOVEMBER 1, 2022

But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. A quick Google search will bring up a ton of tips and tricks, but it can be difficult to know which ones will work for you. Start with management and leadership.

Construction 87

Construction Contact Center Customer Satisfaction Start-ups 87

SurveySensum

FEBRUARY 28, 2024

Question Variety : Spice things up with a tool that offers a variety of question types – open-ended, multiple-choice, or rating scales. Simply select the survey template, customize the follow-up questions to your preference, and initiate the survey. Pricing: The pricing starts from $99 per month. Why limit yourself?

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Steven Van Belleghem

SEPTEMBER 23, 2020

Financial-technology start-up Kabbage understood that frustration and solved it with a system where it requires just 7 minutes to approve a small-business loan which is nearly 5,000 times faster than the industry standard. There are several ways B2B companies are stepping up to that challenge. Becoming a Partner in Life.

B2B 98

B2B Customer Experience Construction E-commerce 98

Intercom

MAY 31, 2022

Our Advocacy team brought it to our RAD team, who had also seen it come up in the NPS. This can be easier in small teams, but it is important to start with that mindset and advocate for the customer in every decision so they become your biggest supporters. A recent example we had was with slower load times with Intercom.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

InteractionMetrics

DECEMBER 8, 2023

Now, think about how you would ask your mom or a friend to give feedback, and that’s a start for how to craft your message. Success Tip #2: T ry to eliminate all leading constructs from the questions you plan to ask customers in focus groups, interviews, surveys, etc. They aren’t! Most likely, they will.

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

Intercom, Inc.

AUGUST 10, 2022

We clearly communicate the costs of a feature to non-technical stakeholders and constructively push back against features where the cost and value are misaligned. Each discipline starts asking similar questions and caring about the same outcomes, leading to a culture of ownership and zero blame.

Engineering 151

Engineering Construction Start-ups 151

Zendesk

DECEMBER 15, 2022

Enable real-time two-way sync between Google Contacts, Microsoft 365, iCloud, and your favorite cloud applications–and clean up your duplicate contacts between systems. When customers start chatting with you through your Google Search and Google Maps listing, your agents can receive and send text and image messages through Zendesk.

Construction 52

Construction Artificial Intelligence Outlook Government 52

SurveySensum

DECEMBER 18, 2023

Things started to change when I learned more about the importance of customer feedback and how I transformed it into actionable changes. You must remember to predict the best questions and come up with a clear answer to avoid confusion. It is like always using the same path and expecting to end up in a different place.

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

Callminer

APRIL 30, 2020

Customer service agents looking to amicably resolve issues that spring up with difficult customers need to pull from time-tested conflict-resolution techniques on the fly. Set time limit and end the interaction, when the customer refuses to act constructively. Do not forget to follow up post-resolution.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Fonolo

AUGUST 29, 2023

Start by introducing the concept of active listening to your agents. Encouraging them to examine and describe these feelings will help them open up to engaging with customers in a more empathetic way. Step 1: Teach Active Listening with Comprehensive Training Effective training lays the foundation for exceptional performance.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Fonolo

JUNE 9, 2020

If you’re ready to start developing your team of superstar agents, we have some essential tips for you. If you want to improve call center performance, getting to know your Key Performance Indicators (KPIs) is a great starting point so you can begin making data-driven decisions. Where should you begin? TIP: Don’t overdo it!

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

SurveySensum

OCTOBER 27, 2023

That dreaded one-star review pops up on your page. Questions start racing through your mind: “Will this tarnish my reputation? Embracing constructive criticism demonstrates your resilience and ability to adapt, which can be a unique selling point. Then, like a thunderbolt on a sunny day, it happens. Let’s dive in.

B2B 52

B2B Construction Social Media Customer Feedback 52

Intercom, Inc.

AUGUST 18, 2021

Let’s give some context, starting with a simple definition – Net Promoter Score or NPS is a benchmark of customer loyalty and is measured by asking a range of customers a simple question: “How likely are you to recommend this product or service to a colleague or friend?”. Consider your follow-up message. What is Net Promoter Score?

NPS 232

NPS Net Promoter Score Customer Loyalty Start-ups 232

Fonolo

JANUARY 31, 2024

Know Your Customer’s Journey The point is that technology impacts your call center metrics, but it’s only as good as your carefully constructed plans allow it to be. You could start by: • optimizing staffing levels, • improving and automating call routing strategies, • enhancing your IVR system, • and implementing a call-back solution.

Contact Center 81

Contact Center Data Entry Technology Technology 81

Intercom, Inc.

DECEMBER 1, 2021

Timely, well-constructed emails are a key pillar of a best-in-class customer experience – you can encourage your team to strive for the highest standards by consistently emphasizing the value of emails in the sales process. What makes an excellent discovery follow-up? How do you follow up after a demo or pricing discussion?

Sales 118

Sales CRM Construction Start-ups 118

The Squawk Point

JULY 11, 2022

Construction started in 1959. The government had pushed for work to begin early ; they were worried that public opinion would turn against them and funding would dry up. The forced early start and lack of finalised plans resulted in endless rework. Commercial traffic started in 2020 (right in the middle of the pandemic).

Government 59

Government Construction Start-ups 59

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. Start nurturing this goal by encouraging them to seek leadership opportunities within their current work. Using the S.M.A.R.T

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Futurelab

DECEMBER 27, 2023

Or is this a completely screwed up algorithm that has nothing to do with personalization, but is just flat commercial overkill? Klara is a purely theoretical construct. But it does us no good at all if we want to customize the Customer Experience for our customers – after all, there is no such person as Clara Culture!

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Intercom, Inc.

JULY 2, 2020

Companies are waking up to a new reality – one that recognizes good support is good business. Every employee is empowered to spend up to $2000 on a guest , whether that’s overnighting a forgotten item or sending a complimentary birthday cake and champagne. Although progress has been slow, the tide is turning.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Totango

OCTOBER 6, 2020

Customer support teams work with clients to fix these issues in real-time, helping them to find a solution while documenting the problem in-question—all while providing a friendly, constructive experience. Get started for free today. Surveying customers to understand how they can best be supported. webinars, training, etc.)

Construction 106

Construction Education Customer Retention Start-ups 106

1 to 1

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. Every call is unique — where the customer started from a service perspective and where that leads from a sales perspective,” he said. Prioritizing the customer experience is paramount.

AI 26

AI Construction Artificial Intelligence Contact Center 26

Zendesk

MAY 20, 2022

You can’t fully understand their needs just by looking through your sales tech stack (although it’s a great start). Instead, it can find what key traits the leads share and construct a persona that fits all their needs. They give sales reps a leg up from generic sales scripts. In many cases, however, one persona doesn’t cut it.

Sales 98

Sales Start-ups B2C Construction 98