Intercom, Inc.

JANUARY 5, 2021

At Intercom, we believe product managers (PMs) should focus on problems , not solutions. Indeed, our first R&D principle is “Start with the problem.” The secret to shipping successful product, then, is clearly defining for your team the problem that you’re setting out to solve. A great problem statement supercharges product development.

Transportation 279

Transportation Start-ups Finance 279

Fonolo

JANUARY 5, 2021

You’ve probably heard of ‘ virtual queuing ‘ or perhaps heard of ‘virtual hold,’ which is a branded virtual queuing solution from VHT. But what exactly is it? What is virtual queuing technology? Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo.

Technology 143

Technology Technology Contact Center Customer Satisfaction 143

Myra Golden Media

JANUARY 5, 2021

Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.

Customer Experience 133

Customer Experience 133

Beyond Philosophy

JANUARY 5, 2021

We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or worse, we shall do that for 2020 as well. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us.

Artificial Intelligence 89

Artificial Intelligence Machine Learning Government AI 89

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Astute

JANUARY 5, 2021

Email surveys are a great way for customer-centric brands to gain actionable insights into their customers' experiences. The post 10 Email Survey Best Practices to Collect Timely Insights appeared first on Astute.

Actionable Insights 91

Actionable Insights Customer Experience 91

Myra Golden Media

JANUARY 5, 2021

My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final.

Customer Service 71

Customer Service Customer Experience 71

Confirmit

JANUARY 5, 2021

These days, it’s hard to find a company that doesn’t say it competes on customer experience (CX). At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time. What is the source of this gap between what companies say and what companies do?

Customer Experience 52

Customer Experience Construction CX Customer Expectations 52

Chip Bell

JANUARY 5, 2021

It is a grocery store clerk mantra I typically hear as my groceries are being scanned and bagged. And, I am tired of it. I want to be surprised—tickled pink by what I found I was not looking for. Don’t give me mundane, functionally accurate, and “good enough.” Make my heart race, my mouth water, and my sight filled with eye candy that I never would have anticipated.

Innovation 49

Innovation CX Customer Service Customer Experience 49

Comm100

JANUARY 5, 2021

Live chat connects website visitors to agents in real-time so customers can receive fast and efficient support. But while its popularity and effectiveness have soared in recent years, some worry about the security of live chat. This is understandable. After all, customers often share personal and sensitive information with agents, and it’s critical that none of it falls into the wrong hands.

Compliance 52

Compliance Pharmaceutical Healthcare Government 52