Inside Customer Service

NOVEMBER 18, 2021

They know I create a lot of content around customer service training, so they ask me for some recommendations. Having a clear sense of purpose helps you stay focused on your learning journey and make good choices about the next steps. Many people try to consume as much content as they can, but it's often wasted.

Start-ups 130

Start-ups Sales Customer Service 130

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Intercom, Inc.

AUGUST 22, 2019

I’m excited to be joined today by Intercom’s own Jonathon Colman, a senior designer who came to us by way of the Nature Conservancy, REI and five and a half years at Facebook, where he most recently worked as a UX Content Strategy Lead for Marketplace. At Intercom, we think content designers work best when they work deeply on a product.

Start-ups 209

Start-ups Engineering Entertainment Innovation 209

C3Centricity

APRIL 9, 2024

It involves understanding the needs, desires, and behaviours of your customers/consumers/clients (C³ – now you know where our company name comes from!) This complexity necessitates marketers to engage in continuous nurturing strategies, educational content provision, and stakeholder management to guide the decision-making process.

B2C 90

B2C B2B Education CRM 90

Intercom

MAY 16, 2024

It’s no secret that AI is creating an entirely new way of working for customer service teams. You can start by rolling out your new system to a small segment of your customers to test how things are working. Introducing an AI agent or chatbot is an easy way to start seeing the impact that AI can have in customer support.

AI 52

AI Customer Service Start-ups Technology 52

Intercom, Inc.

DECEMBER 21, 2020

Against that backdrop, the Content team here at Intercom continued to write our story, but in the context of this overwhelming time, that story was inevitably different. We adapted quickly to working from home, launching groundbreaking new features to supercharge our conversational support and customer engagement tools.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Business Growth 115

Business Growth Innovation AI Start-ups 115

SurveySensum

FEBRUARY 13, 2024

Creating detailed customer profiles is key; it allows you to tailor your services and products to meet user expectations. These insights form the basis for client-focused strategies like personalized experiences and intuitive design. Leverage Content for Context and Value Provide content that is valuable and contextual.

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Deliver in-app guidance and content aimed at prioritizing user adoption. Analyzing extensive datasets to forecast trends.

B2B 94

B2B ML CRM Customer Relationship Management 94

Intercom, Inc.

JANUARY 31, 2023

And Intercom’s area of focus – customer service – is among those most poised to benefit. We always believe the best way to cut through the hype is by putting real features in the hands of our customers. As a manager, being able to instantly summarize a conversation between my team and the customer is amazing.

AI 188

AI Start-ups Technology Technology 188

Intercom, Inc.

JULY 22, 2019

When you’re gearing up for a big product launch, creating help content is often the last thing on your mind. But the reality is, for your customer support team, the work has only just begun. Here’s a hint: with help content. Done well, help content – best practice docs and clear how-tos – acts as an extension of your product.

Start-ups 177

Start-ups Engineering Machine Learning Sales 177

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Intercom, Inc.

JUNE 26, 2019

There’s a lot of content and advice about giving presentations out there. Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team.

Education 215

Education Start-ups Engineering 215

Intercom, Inc.

JANUARY 24, 2023

Through reinvention, they extend the life span of the product, and create new value for customers and the business. Surveying the landscape First, we zoomed out from day-to-day execution and evaluated Messenger across multiple dimensions – product, market, customers, and business. Here’s how we did it.

Start-ups 118

Start-ups ML Sales 118

Beyond Philosophy

AUGUST 21, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. The focus was on customer-generated reviews, like restaurant reviews.

Transportation 179

Transportation Social Media Technology Technology 179

Intercom

SEPTEMBER 12, 2023

As the customer service space finds new and exciting ways to work with AI, the roles, responsibilities, and career paths that make up support teams are being reshaped. At Intercom, we firmly believe that AI will turn customer service into a more fulfilling, impactful, and opportunity-filled career.

AI 59

AI Engineering Start-ups Customer Service 59

NGDATA

JANUARY 5, 2024

Financial marketers must focus on relevance, personalization, and targeted content to engage customers. Despite the rise of digital marketing, financial services emails still enjoy high open and click-through rates. Source The post Email Marketing in Banking Has Changed: Answers to Key Questions appeared first on NGDATA.

52

52

Intercom

APRIL 25, 2024

In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? But AI is reliant on human input.

AI 52

AI CX Customer Service Technology 52

Intercom, Inc.

MAY 13, 2022

A marketing campaign is a well-planned and executed strategy for increasing brand recognition, engagement, sales, and/or customer loyalty. . Search engine marketing where you strategically position your content at the top of search engine results. . These channels can quickly and easily be used as conduits for marketing content. .

Social Media 118

Social Media Engineering Customer Loyalty Sales 118

Aquire

JUNE 7, 2021

Content plays into almost every aspect of your marketing team’s work — your inbound marketing, social media, SEO, and lead nurturing strategy all rely on having great content your users love to engage with. In this case, product-led content is the answer. What is product-led content exactly? Demonstrate value.

Customer Journey Map 98

Customer Journey Map Education Sales Start-ups 98

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. As advertisers collect data through more advertising outlets and channels, they merge it with analytically infused customer journeys. Focusing on first-party data (i.e., What is MadTech? The result?

Net Promoter Score 133

Net Promoter Score Technology Technology Retail 133

SurveySensum

FEBRUARY 7, 2024

You can tailor your content and communication style to resonate with them by gaining insights into their preferences and challenges. Use analytics tools, customer feedback platforms , and social media monitoring to gain deeper insights into your audience. Take the time to research and analyze your target demographic. How to do it?

Social Media 52

Social Media Entertainment Customer Feedback VOC 52

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. This process involves reading and assessing the content to classify it as positive, negative, or neutral.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Beyond Philosophy

AUGUST 15, 2020

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? It turns out that the technology we use to share information affects what we include in the content. Another influence on the content of the review is temporal proximity.

Data Mining 138

Data Mining CX Customer Experience Technology 138

Shep Hyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing. Then you describe your general marketing efforts as customer experience marketing.

Customer Experience 69

Customer Experience Engineering Sales Customer Expectations 69

Execs In The Know

MAY 16, 2024

May 16, 2024 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce its fall Customer Response Summit (CRS) , a CX leadership event, will be held in Palm Springs, California on September 24-26, 2024. It’s a privilege and honor to support their purpose at Customer Response Summit.”

CX 40

CX Innovation Sales Technology 40

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Social Media 118

Social Media B2B Customer Loyalty Start-ups 118

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 88

Innovation Outlook CRM Sales 88

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Touchpoint 107

Touchpoint AI Gaming Innovation 107

SurveySensum

MARCH 21, 2024

If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! Customer Personas! 63% of marketers create content based on customer personas to enhance their strategies! What is a Customer Persona? A customer persona is a fictional outline of a buyer.

Social Media 52

Social Media Retail Text Analytics Construction 52

Shep Hyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. 2023 will be all about customer lifecycle management (CLM). They share their top 5 unified communications predictions for 2023.

AI 65

AI Contact Center Technology Technology 65

SurveySensum

JANUARY 5, 2024

Content related to these topics was enriched, providing in-depth guidance and tips. Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. This leads to reduced support inquiries and increased customer satisfaction.

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

SurveySensum

DECEMBER 8, 2023

Do you know that 73% of consumers point to customer experience as an important factor in their purchasing decisions? So, it’s actually not just about the product itself; the overall customer experience plays a pivotal role in influencing their decision to return and make additional purchases. What is a Customer-Centric Video?

Sentiment Analysis 59

Sentiment Analysis Customer Feedback Actionable Insights Touchpoint 59

SurveySensum

DECEMBER 19, 2023

Brands diving into this modern approach are reaping rewards, with 64% noting a surge in customer engagement linked directly to their digitally promoted signage. So how do you leverage this tool to amplify customer engagement? Digital signage surveys are interactive displays that collect customer feedback in real-time.

Text Analytics 52

Text Analytics Gaming Start-ups Customer Feedback 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

AI 77

AI Customer Service Technology Technology 77

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Journey Map 112

Customer Journey Map Touchpoint Start-ups Engineering 112