Inside Customer Service

JULY 13, 2023

Some remote customer service professionals have built great relationships with coworkers. Text or Slack a few words of appreciation to a coworker who is doing great work. It helps to think of them as internal customers. It’s part of my Serving Internal Customers course on LinkedIn Learning. It's not hopeless.

Contact Center 187

Contact Center Customer Service 187

Zendesk

SEPTEMBER 22, 2022

We already know that messaging channels are a customer favorite, but until now, businesses have not been part of the conversation. With Slack Direct Messages in Zendesk, it’s now possible for businesses to communicate seamlessly with their partners in Slack from Zendesk. Slack Direct Messages in Zendesk.

CRM 52

CRM CX Sales Customer Relationship 52

Aquire

JANUARY 6, 2022

In fact, these tools will help your organization: Collaborate online remotely Improve workflow efficiency Manage files, projects, and tasks Provide valuable insights into business decisions Collect data and process online payments Support customers whenever or wherever. Slack Zoom Dropbox Canva Clearbit Google Analytics SEMrush Gong.io

Social Media 105

Social Media Invoicing CRM Start-ups 105

Intercom, Inc.

FEBRUARY 19, 2019

With the Slack app for Intercom , you can route conversations to specific Slack channels based on your team inboxes. For example, you can set up a notification that pings you in Slack any time one of your most important leads starts or responds to a conversation. These apps will help you connect with your VIP leads faster.

Sales 163

Sales Outlook CRM Start-ups 163

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. Customers, too, expect more and will put their money where their values are.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm.

Sales 177

Sales Start-ups Technology Technology 177

Zendesk

MAY 25, 2022

Susana de Sousa spent four years working on Airbnb’s Customer Experience. Putting the “customer” in customer experience, Annette Franz might be LinkedIn’s most-read CX writer. Now he speaks about customer experience and #CXTech in podcasts, events, and fireside chats—which rocks even more. Join the right Slack channels.

CX 98

CX Social Media Start-ups Sports 98

Zendesk

NOVEMBER 14, 2023

Conversation bots for Slack Direct Messages (DM) Additionally, the Zendesk conversation bot can now be leveraged in Slack Direct Messages (DM) to provide better self-service. See more details about our conversation bot for Slack DMs here. Learn how to create a custom ticket status here.

Innovation 52

Innovation AI Finance Customer Service 52

Customer Think

JANUARY 13, 2022

A PLG strategy is one that mindfully relies on the product as the primary driver of customer acquisition and retention. Companies like Slack and […].

Customer Acquisition 92

Customer Acquisition Technology Technology 92

Zendesk

NOVEMBER 29, 2021

Square by ChargeDesk (Support) (Chat) (Sell) lets you instantly view every customer’s billing history next to support tickets, chat conversations, and Zendesk Sell information. You can enable access for your entire company, or select individual support agents to manage customer data. MobileForce CPQ. Geckoboard for Sell.

CXM 105

CXM Sports Contact Center B2B 105

Help Scout

JUNE 30, 2021

Better time zone coverage for customer service and faster progress on projects that can be worked on around the clock. Especially in a Slack-like environment, information can quickly scroll out of view. Take part in social Slack. At Zapier you are encouraged not to have Slack on your phone. Leave good handovers.

Legal 134

Legal Start-ups Healthcare Customer Service 134

Zonka Feedback

JULY 7, 2023

Using Intercom and looking for NPS Survey Tool to measure your Customer Loyalty? The cloud-based technology company Slack has capitalized on the pent-up demand for a workplace communications tool and has become the tech darling of Silicon Valley. Customer loyalty! Here's a list of top NPS Tools for Intercom you can use.

NPS 52

NPS Customer Loyalty Technology Technology 52

Intercom, Inc.

MARCH 9, 2021

With customer expectations soaring higher than ever, how do you achieve fast, meaningful support, at scale? The world’s most customer-centric teams are turning to conversational, messenger-based support – and you can learn the proven strategies to do the same in our newly published Ultimate Guide to Conversational Support.

Customer Expectations 170

Customer Expectations Customer Experience 170

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 115

Social Media B2B Customer Loyalty Start-ups 115

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

ModSquad

JANUARY 10, 2023

We’ve always believed that great customer experiences and vibrant communities could transform businesses and organizations. That’s why we reinvented outsourced services like customer support and community management, content moderation and social media. Here’s to another era of delivering great customer and community experiences.

Social Media 98

Social Media CX Start-ups Customer Experience 98

Doing CX Right

JANUARY 15, 2023

Brian Elliott, SVP at Slack and Executive Leader of Future Forum, and Stacy Sherman talk about the future of work and tactics to stay ahead of the curve. Learn about scheduled flexibility & how to retain a customer-centric distributed team. The post The Future of Work and Scheduled Flexibility appeared first on Doing CX Right.

CX 59

CX 59

Zendesk

JUNE 29, 2023

Powered by Generative AI, the platform can automate customer experiences with chatbots and voicebots across channels while significantly reducing operational costs. Solve customer inquiries faster with access to relevant information from TikTok Shop, such as order, shipping, payment, and return information—all without leaving Zendesk.

Invoicing 52

Invoicing AI Legal CRM 52

Zendesk

JULY 9, 2021

In the early 2000s, the thought of companies connecting with customers over instant messaging would have seemed ludicrous. According to the Zendesk Customer Experience Trends Report 2021 , messaging channels like WhatsApp and Facebook are becoming new consumer favorites. But in 2021? That’s the norm. The best communication apps.

Customer Service 98

Customer Service Start-ups B2C Customer Satisfaction 98

Zendesk

DECEMBER 15, 2022

Bugpilot (Support) helps customer support agents get all the details they need to understand the problems that end-users report. Merge is a developer tool that can embed hundreds of customer-facing API integrations in your product right out of the box, without the need to configure each integration separately.

Construction 52

Construction Artificial Intelligence Outlook Government 52

Zendesk

AUGUST 10, 2023

In his first year developing Anomalo, Shmukler truly believed in the product, but customers didn’t necessarily feel the same way. Talk to your customers When developing the product, Anomalo’s co-founders were convinced their unique approach through machine learning would be the perfect solution for monitoring potential data issues.

Machine Learning 52

Machine Learning Customer Retention Start-ups Customer Feedback 52

Callminer

MARCH 25, 2020

It may also interest you to know what we’ve done to help both our customers and non-customers alike during these challenging times. In fact, one team member started a slack channel #fun-pets-of-callminer ! One team member started a slack channel #fun-pets-of-callminer!

Start-ups 182

Start-ups Finance Compliance Contact Center 182

Intercom, Inc.

SEPTEMBER 22, 2020

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. Old communication tools, like email and forms, simply don’t match the ways modern customers want to talk, connect, and receive help.

Gambling 211

Gambling B2B Education Business Growth 211

Logicalware

AUGUST 21, 2022

Putting the customer first, in simple terms, means valuing the needs and expectations of your customer ahead of anything and everything else. But putting the customer first isn’t a strategy – it’s a culture! Organisations that put the customer first are commonly referred to as being customer-centric.

Customer Satisfaction 52

Customer Satisfaction NPS Start-ups AI 52

Customer Service Life

FEBRUARY 4, 2019

If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Integrate Slack with support tools. Slack has revolutionized contact center communication. Wait, what?

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Customer Service Life

MARCH 18, 2018

One of my colleagues at FCR recently asked if I recommend any other communication and collaboration tools besides Slack. As I mentioned in a recent article highlighting the ways support teams use Slack , it’s the clear choice for the majority of our clients for communication with their support teams. Set up specific channels.

Customer Service 68

Customer Service Contact Center 68

Taylor Reach Group

AUGUST 13, 2021

This was also a new experience for customers and callers. So we cut them some slack. To find out more about how Taylor Reach can help your company with digital transformation, contact center, or customer experience projects, CLICK HERE to schedule a free consultation. But maybe it is time to revisit this approach.

Contact Center 170

Contact Center Start-ups Technology Technology 170

Intercom

NOVEMBER 20, 2023

You satisfy your customers, but can you satisfy our curiosity? Birdie is software for support teams that lets agents request screen recordings from customers and start co-browsing sessions directly within Intercom. This skill set would be ideal for handling difficult customer situations. Our first album? Hold Please.”

Customer Service 84

Customer Service Customer Experience 84

Fonolo

MARCH 30, 2020

How do you as a call center manager help your team transition from office to home, while keeping performance on track and dealing with a wave of newly-remote customers? If you’re expecting everyone to be reachable on Slack or Email in a certain amount of time, make sure everyone is aware of that and is able to meet that expectation.

Contact Center 133

Contact Center Start-ups Gaming Technology 133

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term.

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Still not convinced? Well, it’s not.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. And, those stats are even higher for customer support representatives, including call center agents. Call center agents are constantly helping customers or staring at a screen. Work overload.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Customer Service Life

APRIL 27, 2018

Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. The system then uses machine learning to understand the customer’s feedback to gauge both the sentiment and categorize it into meaningful buckets.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Why customer retention is important. How to understand customer retention. But email is.

Customer Retention 199

Customer Retention Education Start-ups Customer Loyalty 199

CX Accelerator

OCTOBER 3, 2019

What about the way the company treats its customers? Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Failure to do so is disrespecting the customer and the business." What does this say about that company?

CX 296

CX Voice of the Customer Start-ups Contact Center 296

SurveySensum

FEBRUARY 5, 2024

Think Slack’s playful purple, evoking creativity and collaboration. For instance, Trello’s vibrant palette reflects project management’s dynamic nature, while Slack’s inviting purple fosters creativity and collaboration. Gathering Customer Feedback Your users hold the key to unlocking the perfect color palette!

Invoicing 52

Invoicing Customer Feedback Legal Net Promoter Score 52

Intercom, Inc.

FEBRUARY 4, 2020

Whether you’re a customer support representative or a product engineer, you will encounter issues and problems that you just don’t have the answer to. If I was stuck on a particular customer problem, he told me to first take 15 minutes to try find the answer before looking for help. Navigating the way to a solution.

Engineering 261

Engineering 261