Intercom, Inc.

MARCH 28, 2018

The prevailing view of customer support is that it’s a cost center, and that companies are always looking to lower those costs. At Intercom, we have learned that investing in real-time support, with response times under 5 minutes, can actually turn customer support into a revenue driver. High-quality answers to their questions.

NPS 213

NPS Start-ups Customer Expectations Sales 213

Kerry Bodine

JANUARY 10, 2019

Number 10: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. A customer journey is related to , but is not the same thing as, a customer lifecycle. The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t. Number 8: Why Journey Maps?

Customer Experience 48

Customer Experience Customer Journey Map Touchpoint Start-ups 48

Customer Experience Matrix

SEPTEMBER 18, 2023

I’ve already published my primary analysis on the Institute site (you can download it here ) but wanted to call out a number of findings that either contradict or confirm martech industry conventional wisdom. After all, nothing’s more fun than tweaking the nose of authority. Data unification is growing: false.

Technology 59

Technology Technology 59

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Employees are different, based on their unique work and life experiences. The role of a call center manager is complex and challenging. Hassan Alnassir. Ben Winter.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. This lines up with our experience selling a call-back solution.

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

ModSquad

MARCH 5, 2020

It’s typically the best way for an online customer to get immediate help when they have a question or problem. In fact, three quarters of consumers select live chat as their preferred communication method, and 42% expect to see it on their favorite brand’s site. Archive every chat transcript. It pays to keep those old chats archived.

CRM 65

CRM Legal Engineering Customer Service 65

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

E-commerce 98

E-commerce Retail Customer Acquisition Government 98

Qualtrics

DECEMBER 17, 2020

In today’s digital age, how effective is social media advertising in building customer loyalty , and what do consumers have to say about it? Of those that shift, 80% go to computers, and nearly 20% go to tablets — with just a few final respondents citing that they usually place the final order through a smart home assistant.

Social Media 26

Social Media Customer Experience Retail Customer Loyalty 26

ModSquad

MARCH 5, 2020

It’s typically the best way for an online customer to get immediate help when they have a question or problem. In fact, three quarters of consumers select live chat as their preferred communication method, and 42% expect to see it on their favorite brand’s site. Archive every chat transcript. It pays to keep those old chats archived.

CRM 52

CRM Legal Engineering Customer Service 52

ModSquad

MARCH 5, 2020

It’s typically the best way for an online customer to get immediate help when they have a question or problem. In fact, three quarters of consumers select live chat as their preferred communication method, and 42% expect to see it on their favorite brand’s site. Archive every chat transcript. It pays to keep those old chats archived.

CRM 52

CRM Legal Engineering Customer Service 52

The Contact Company

APRIL 7, 2021

With 79% of consumers citing live chat as their preferred customer service contact method, the medium is only increasing in popularity. So, why is live chat important and how can you make sure your brand is doing it right?… How to do it right 1. … Why it’s important 1.Meets

Customer Service 40

Customer Service AI Customer Expectations Customer Experience 40

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. This lines up with our experience selling a call-back solution.

Contact Center 57

Contact Center Social Media Start-ups Customer Service 57

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? Note: These experts, who generously gave their time and know-how to this article, appear in alphabetical order by surname.

Contact Center 121

Contact Center AI Technology Technology 121

Customer Bliss

AUGUST 31, 2016

Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Make sure your customer experience is mobile friendly.

B2B 107

B2B Omnichannel B2C Non-Profits 107

Hodusoft

JANUARY 10, 2024

In this blog post, we will explore how Hosted IP PBX systems offer a seamless connectivity experience and revolutionize the way organizations handle their communication needs. This means that instead of maintaining and managing physical PBX equipment on-site, businesses can access telephony services through the Internet.

Sentiment Analysis 52

Sentiment Analysis Artificial Intelligence Customer Satisfaction Technology 52

Zendesk

JUNE 7, 2021

But when it comes to customer service, some habits born out of the pandemic are here to stay. The Zendesk Customer Experience Trends Report 2021 found that 64 percent of customers started using a new support channel last year. Why you should use Facebook Messenger for customer service.

Customer Service 98

Customer Service Social Media Start-ups CRM 98

1 to 1

JUNE 29, 2022

Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap. Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap. Here are a few highlights: Customer expectations raise the stakes for digital CX.

CX 29

CX Customer Expectations Technology Technology 29

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. . Managers are leaned-in and invested .

Contact Center 52

Contact Center CX Start-ups Finance 52

Beyond Philosophy

SEPTEMBER 6, 2016

Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts.

Non-Profits 74

Non-Profits Customer Acquisition Social Media Sales 74

Callminer

JULY 23, 2019

The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky. One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Qualtrics

MARCH 26, 2020

There are many aspects to customer experience (CX) related to online: the ease of navigation and signing up, mobile compatibility , interaction with the support team etc etc. This is to say nothing about analytical services that run on most commercial sites and are a separate tracking entity. Absence of competition.

Legal 29

Legal CX Customer Experience 29

Qualtrics

FEBRUARY 18, 2021

The top reasons cited for this hesitancy were concerns about the vaccines’ safety and possible side effects. The top reasons cited for this hesitancy were concerns about the vaccines’ safety and possible side effects. Tapping into experience management capabilities. Their work has provided the world with hope. While the U.S.

Government 26

Government Technology Technology Customer Experience 26

Qualtrics

NOVEMBER 14, 2019

It’s the busiest time of year for customers with long gift lists for friends and family, parties to arrange, homes to decorate, and journeys home to plan. It’s easy for things to become so frantic that retailers’ relationship with their customers becomes disconnected and there’s a higher danger you deliver poor customer experience.

Sentiment Analysis 20

Sentiment Analysis Retail CX Start-ups 20

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. How to Calculate Hold Time in a Call Center. How to Reduce Hold Time in Your Contact Center.

Contact Center 62

Contact Center Social Media Omnichannel Customer Satisfaction 62

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Omnichannel 52

Omnichannel Start-ups Social Media CRM 52

Qualtrics

NOVEMBER 21, 2019

Want to be inspired by the future of experience management (XM)? Brad Olson, Peloton // SVP of Member Experience. Two thirds of new members know one or more people who already own a Peloton Bike, and 35% of new members cite family and friends as a top source when deciding to join the Peloton community. And it works.

Retail 22

Retail Entertainment CX Start-ups 22

Intercom, Inc.

MARCH 29, 2022

We were joined by more than 2,500 customers, partners, and others who wanted to learn more about our product, goals, and the path ahead. We’re sharing the entire recording of New at Intercom – if you didn’t make it, or just want to experience it all over again, here’s your opportunity. Enjoy this time.

Start-ups 118

Start-ups Innovation Sales NPS 118