Intercom, Inc.

SEPTEMBER 17, 2020

Dee: Kyum, we’re delighted to welcome you as a guest on Inside Intercom today. I know we chatted with you before as part of our H.O.M.E. series , but we didn’t really have the opportunity that time to hear about your background. I know we chatted with you before as part of our H.O.M.E. Short on time?

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Zendesk

MARCH 8, 2023

Businesses should know a lot about their customers. These customers are no longer content to be “caller number eight” in line or receive “personalized” marketing emails that clumsily paste their names at the top. In this article, we’ll explore how AI and analytics can help your business remain competitive.

AI 98

AI Sentiment Analysis Omnichannel CX 98

Dealing With Humans

AUGUST 18, 2021

You see, we have a gondola that takes you to the park from Glenwood Springs, Colorado, a place with varied weather conditions to say the least. Now, I have a question for you. What do you think upsets most guests more? The answer may surprise you. How do I obtain one? It’s what I do.

98

98

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It’s worth noting that these AI advancements do pose challenges too. Emotional intelligence “In a 2022 study of more than 9,000 U.S.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

Zendesk

OCTOBER 5, 2021

It looks like the trend is here to stay— 74 percent of customers who messaged with companies in 2020 plan to continue doing so. Google’s Business Messages enables buyers to do both. The platform’s rich features and easy accessibility empower businesses to offer quick, efficient, and personalized customer service experiences.

Customer Service 96

Customer Service Omnichannel Engineering Start-ups 96

Fonolo

NOVEMBER 29, 2022

Coming in fresh to a new company allows you to implement improvements and make real change happen. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers. To paint a concise picture of growth strength.

Customer Experience 174

Customer Experience CX NPS Sales 174

Shep Hyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Service 82

Customer Service Customer Experience Customer Satisfaction 82

Intercom, Inc.

MARCH 15, 2018

They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. If you enjoy the conversation, check out more episodes of our podcast. What follows is a lightly edited transcript of our chat.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Beyond Philosophy

AUGUST 14, 2017

They’ll also come away with positive feelings about the airport and the city it is located in – even if they never set foot beyond the security checkpoint. Your checked bag must be under a certain weight. Security lines can be distressingly long, putting you in danger of missing your flight.

Retail 0

Retail Customer Experience 0

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” To truly provide service excellence, you have to go above and beyond meeting the basic needs of your customers. Convenience is Key.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

AI 52

AI CX Artificial Intelligence Technology 52

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior.

Government 174

Government Customer Experience Management Customer Experience CX 174

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues.

Gaming 253

Gaming Engineering Start-ups Sales 253

Shep Hyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Service 74

Customer Service Customer Experience Customer Satisfaction 74

Intercom, Inc.

DECEMBER 21, 2021

Indeed, there has been a sense of increasing momentum despite the challenges we collectively face. We have accelerated through many years of progress as if we’re living in a time-lapse – and now more than ever before, forging strong, personal relationships with your customers online is the key to survival and growth.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

APRIL 8, 2021

As face-to-face consultations were no longer an option for many healthcare providers, Joel and his team dropped everything and asked themselves: what could they build to help their customers (and their customers’ patients) adapt to the new normal?

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Aquire

AUGUST 2, 2021

The demand for ecommerce websites continues to grow and customers expect a seamless online shopping experience. In order to do so, you need to perform ecommerce shopping cart optimization. Why is optimizing your shopping cart important? So, here’s how you do it. Include an order summary.

E-commerce 84

E-commerce Start-ups Sales Omnichannel 84

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? You finally find that perfect product, a new laptop, home fitness equipment, or maybe a gift for your partner on a big anniversary. It isn’t what you expected.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Intercom, Inc.

JANUARY 12, 2022

And so, many business leaders find themselves not quite sure how to start, how to leverage it, or what to do when all the dashboards and tools seem to be pointing at different solutions. Make sure your data is accurate before you draw any conclusions about it. If you enjoy our discussion, check out more episodes of our podcast.

Start-ups 151

Start-ups Sales Gaming Transportation 151

SurveySensum

JANUARY 16, 2024

Looking to develop new products and kick your business up a notch ? Hold your horses; You better pay attention to your target market! Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Looking to develop new products and kick your business up a notch ? Hold your horses; You better pay attention to your target market! Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight.

B2B 118

B2B Customer Feedback Start-ups B2C 118

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service.

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Customer Retention 98

Help Scout

JULY 15, 2021

It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole. In order for frontline educators to do their jobs successfully, they need access to things like books, software, and various other supplies.

Education 113

Education Customer Service Legal Compliance 113

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

DMG Consulting

MARCH 18, 2020

DMG is not providing medical or legal advice; all medical questions should be referred to your doctor and legal issues addressed to your lawyers. Companies are facing a different set of challenges – they depend on contact center employees to respond to inquiries from their customers.

Contact Center 100

Contact Center Legal Government Text Analytics 100

Comm100

SEPTEMBER 25, 2021

Companies with live chat are able to offer a seamless customer experience on their website. It cuts down on hold time and allows customers to get help ASAP, which is essential for brand loyalty and respect. The best part is, live chat boosts customer satisfaction as high as 92%. What is white label live chat?

E-commerce 78

E-commerce Healthcare Sales Retail 78

SurveySensum

FEBRUARY 5, 2024

We’ll unveil 10 powerful strategies to unlock the chromatic potential of your platform, crafting experiences that delight your users and drive engagement and success. Forget clunky interfaces and confusing navigation—we’ll paint your SaaS with shades of intuitive guidance, emotional resonance, and user satisfaction.

Invoicing 52

Invoicing Customer Feedback Legal Net Promoter Score 52

Intercom, Inc.

DECEMBER 13, 2018

It’s easy to connect the dots between mission and product when you consider the social media behemoth’s more than 2 billion worldwide users. It’s important to find your niche. Once you know exactly what you do well – what you do better than any competitor on the market – you can accelerate.

Pharmaceutical 151

Pharmaceutical Start-ups Gaming Sales 151

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then?

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Intercom, Inc.

OCTOBER 13, 2022

Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. Now more than ever, businesses need to build strong, long-lasting relationships with their customers to thrive. And if you ask us, the answer to these challenges is in-product communication.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Zendesk

FEBRUARY 13, 2024

So, you messed up. Whether you had an off day and delivered a subpar customer experience (CX) , the product didn’t ship on time, or a billing error occurred, a sincere apology can be the olive branch that jump-starts customer loyalty. Here are some dos and don’ts to consider while creating a customer apology letter.

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Service Customer Loyalty 52

ModSquad

MARCH 8, 2022

Providing customer experience services is like real estate — it’s all about location, location, location. Then you have the modern service provider that meets clients, and their customers, on a local level. That’s what we do here at ModSquad. There are vendors that offer offshore support by non native speakers.

CX 98

CX Real Estate Gaming Healthcare 98