Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. After all, we need our agents to interact with customers, right?

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Intercom, Inc.

DECEMBER 6, 2022

Here, Pranava discusses our engineering principle “Make it feel personal”. My team is focused on building and aligning various channels of communication between customers and end users to enable faster resolution – mediums like messaging, email, video/voice, and social channels. Improves customer satisfaction.

Artificial Intelligence 129

Artificial Intelligence Customer Satisfaction Machine Learning Omnichannel 129

TeamSupport

JULY 20, 2023

Solution : TeamSupport's new enhancement simplifies the complex experience by establishing bidirectional linking between Jira and our customer support software. This seamless integration enables support agents to work in their preferred platform, while engineering does the same - while all necessary information is passed between the systems.

Customer Satisfaction 98

Customer Satisfaction Innovation Engineering Customer Service 98

TeamSupport

DECEMBER 8, 2023

Think about the nature of your customer interactions, and your team's unique needs. Are your agents highly specialized, or do they answer more general customer questions? Do they need to collaborate with engineering and other departments to resolve customer issues?

Artificial Intelligence 105

Artificial Intelligence Omnichannel Social Media AI 105

Intercom, Inc.

OCTOBER 22, 2020

Nate agrees, believing that a great customer experience requires taking a holistic, strategic approach that encompasses a wide range of factors – from strategy and leadership to the voice of the customer, experience engineering, and employee experience. Experience engineering. Strategy and leadership.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Intercom

MARCH 7, 2024

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale.

AI 59

AI Customer Service Engineering Voice of the Customer 59

TeamSupport

MAY 15, 2024

One standout example in this arena is TeamSupport, a tool designed specifically to simplify complex processes for support agents and customers alike, making their workday more intuitive and quick. The Human-Centric Approach of TeamSupport At our core, TeamSupport is engineered with ease of use and customer-specific support in mind.

Social Media 52

Social Media Engineering Customer Loyalty Customer Satisfaction 52

Comm100

MAY 7, 2024

Efficient customer service requires prompt responses, whether from AI chatbots offering instant answers or live agents with quick access to customer data. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

Fonolo

MAY 23, 2023

Benefits of Hyper-Personalization Enhanced Customer Engagement When you provide personalized experiences, your customers feel valued and understood. Hyper-personalization can foster a stronger emotional connection between customers and your brand. Increased Customer Satisfaction Hyper-personalization anticipates customer needs.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. B2B Customer Journey Touchpoint Mediums.

Touchpoint 117

Touchpoint B2B Customer Journey Map Social Media 117

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. Most expect to see CS emerging as a growth engine. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Beyond Philosophy

JANUARY 12, 2023

Consider the following data: The American Customer Satisfaction Index has been at its lowest point for 17 years. From 2010 to 2019, two-thirds of organizations did not improve their customer satisfaction, while all the effort went into improving Customer Experience. It’s the same with customer experience.

CX 78

CX Artificial Intelligence Engineering Customer Satisfaction 78

TeamSupport

NOVEMBER 15, 2023

Overstaffing can be costly, but not hiring enough agents can cause customer satisfaction ratings to drop and can chip away at a company’s reputation. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

E-commerce 130

E-commerce Innovation Compliance AI 130

Callminer

FEBRUARY 4, 2021

Older citizens, the unhealthy, and those in low-income areas have always been targets for social engineering. Now, so many more people are experiencing increased vulnerability, and hackers and social engineering cybercriminals are very aware. Second, inform customers of what you’ll never ask of them.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Beyond Philosophy

APRIL 1, 2023

However, neglecting to address it can have negative impact on your customer satisfaction, customer loyalty, and customer advocacy. Well, the area that is often underestimated in importance is the impact of your field service engineers. Most organizations do. Dying to know what it could be?

Customer Relationship Management 88

Customer Relationship Management Engineering CRM Customer Loyalty 88

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Identify your top 3 business needs Forget about AI as a grander concept, and reverse engineer your AI strategy. The challenge in 2024?

AI 98

AI Unstructured Data Engineering CRM 98

Intercom, Inc.

AUGUST 26, 2020

. “Chatbots are powering faster resolutions to customer queries while reducing overhead for agents” The business impact is impressive: companies who use chatbots are 60% more likely to report a definite improvement in resolution times and 30% more likely to report a definite improvement in customer satisfaction.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

SurveySensum

JANUARY 15, 2024

This change is partially because of improved information accessibility, letting customers research products and read multiple reviews before purchasing. Customers gain more control over purchasing decisions, compelling businesses to prioritize transparency and customer satisfaction.

E-commerce 59

E-commerce Engineering Legal Social Media 59

Intercom, Inc.

OCTOBER 16, 2018

There are all kinds of metrics you can measure when it comes to assessing your customer support, and while they will change from industry to industry and from business to business, they will usually seek to measure some blend of quality, speed and customer satisfaction. Customer satisfaction (CSAT) scores.

Engineering 154

Engineering Construction Customer Satisfaction Start-ups 154

CommBox

DECEMBER 20, 2022

CommBox’s autonomous communication platform hits the sweet spot between efficiency and CX and empowers 350+ customers from all verticals to benefit from reduced operational costs in call centers, increased customer satisfaction, and higher agent productivity. . What Customers Love About CommBox .

CX 95

CX Machine Learning Engineering AI 95

Logicalware

JULY 26, 2023

Artificial Intelligence is paramount for contact centres due to its transformative impact on customer experiences and operational efficiency. Contact centres can offer instant and personalised support by leveraging AI, significantly reducing response times and enhancing overall customer satisfaction.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Intercom

APRIL 10, 2024

Thanks to AI and feature improvements we’ve built, and our customers learning how to optimize their content and data, our Fin AI Agent went from resolving a quarter of queries to a half of queries in just one year: Aside from the pace of improvement, what is striking is that customer satisfaction scores remain high.

AI 59

AI Customer Service Customer Satisfaction Technology 59

Zendesk

MARCH 1, 2022

Kajabi is the leading knowledge commerce platform for creators and entrepreneurs, helping its customers share and monetize their knowledge at scale by creating their own video courses, podcasts, and more—from your grandma monetizing her expert cookie baking to industry influencers or people who are passionate about a charitable organization.

CX 98

CX ML Machine Learning Artificial Intelligence 98

SurveySensum

APRIL 16, 2024

While testers gain more app functionality knowledge by sitting with engineers, the engineers understand the quality risks better. Provides opportunities to collaborate: Customer feedback outlines where cross-functional collaboration can be most valuable. It also encourages the DevOps approach for faster development processes.

Construction 52

Construction Social Media Engineering Actionable Insights 52

Customer Service Life

NOVEMBER 15, 2020

Focus also on properly scheduling, training, equipping, and empowering your agents and customers to solve more issues, optimizing your customer contact volume. Problem #3 – Engineering is ready for more projects and we need input from the contact center. How much does that churn cost in lost revenue and acquiring new customers?

Contact Center 92

Contact Center Engineering Social Media Customer Satisfaction 92

TeamSupport

MARCH 9, 2023

Increased Customer Satisfaction Businesses are able to reach a wider audience by providing their customers with various methods of communication. This allows customers to select their preferred channel, and ensures they can reach out in the most comfortable way.

Engineering 98

Engineering Customer Expectations Customer Satisfaction Customer Service 98

SurveySensum

MAY 14, 2024

The power lies in crafting a system that resonates with the distinctive rhythm of your business activity, transforming raw data into actionable intelligence with precision engineering. It’s about turning customer feedback into a quantifiable asset that can directly influence product roadmaps and service enhancements.

Predictive Analytics 52

Predictive Analytics Data Entry Invoicing Engineering 52

Customer Service Life

DECEMBER 4, 2020

One of my favorite and best ways to over-appreciate the contact center is to have executives and engineers hang out on the contact center floor. They can spend time providing extra support to the team, squashing bugs, fast-tracking feature requests, and even talking directly to escalated customers as needed. Is your team remote?

Contact Center 138

Contact Center Engineering Gaming Retail 138

SurveySensum

AUGUST 10, 2023

Ensure Seamless Navigation Throughout the Customer Journey If you don’t know the problem how will you solve it, right? Set Clear SLAs: Establish clear Service Level Agreements (SLAs) for response times and ensure your team is committed to meeting these targets. Improve Customer Satisfaction with CES Surveys – Request a Demo 5.

Customer Loyalty 52

Customer Loyalty Close the Loop Engineering Touchpoint 52

Win the Customer

SEPTEMBER 12, 2023

Tailored Recommendations In today’s age, customers expect businesses to understand their unique preferences. Amazon, a company known for its customer-centric approach, has excelled in this area. Their recommendation engine analyzes user behavior and provides tailored product suggestions.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Intercom, Inc.

AUGUST 5, 2020

Either you’re all in on delighting customers, or you’re doing everything you can to minimize your costs and maximize your profit. One of the challenges we’ve faced as a support team is scaling our high bar for customer satisfaction without scaling our headcount alongside our customer count. It’s a problem we know well.

Customer Experience 204

Customer Experience Customer Satisfaction Engineering Retail 204

Intercom

NOVEMBER 16, 2023

Over the last few months, we’ve launched almost 40 features and improvements across our Help Center and Articles products to help our customers create an unparalleled self-serve offering. Agents can quickly search and share relevant articles with customers, saving time, improving efficiency, and boosting customer satisfaction.

AI 87

AI Engineering Start-ups Customer Service 87

Lumoa

MARCH 3, 2023

It can include metrics such as customer satisfaction, loyalty, and retention. This will enable you to prioritize customer loyalty, and build trust to increase the likelihood of getting recommendations while focusing on customer satisfaction, retention, churn, and customer lifetime value.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Fonolo

NOVEMBER 27, 2018

While we could go on for days about the benefits that come from giving your call center employees autonomy, here are the top three reasons you should actively work to support your customer service employees. Increased Customer Satisfaction. We’ll talk about: Impact of Messages on Customer Service. Twitter: @tpgoebel.

Customer Service 119

Customer Service Contact Center Engineering Hospitality 119

Callminer

JULY 18, 2019

What’s an “engineered category”? Our “engineered category” use both Eureka generated categories that analysts generated using business knowledge, sentence embeddings of the speaker turns, and acoustic features include tone and silence length. How is it different than the traditional list of keywords?

Machine Learning 140

Machine Learning ML Artificial Intelligence Actionable Insights 140

Customer Service Life

AUGUST 1, 2022

So if I was unhelpful or delayed in my responses, or failed to provide them with the tools and training to self solve their issues, chances are that customers also received a poor level of support. In short, make life easier for your frontline agents and they’ll stick around longer and in turn, make life easier for your customers.

Contact Center 83

Contact Center Engineering Customer Satisfaction Technology 83