Intercom, Inc.

APRIL 13, 2021

In Intercom, we believe that shipping is our company’s heartbeat. Our product engineers are empowered to build great features, fast. A large part of making this belief a reality is the idea of running less software. Every product team is burdened by the effort required to evolve and maintain complex infrastructure that powers their features. For this reason, we chose to run exclusively on AWS and wherever possible, we make use of battle-tested AWS services, be it RDS Aurora for our relational

Engineering 249

Engineering Start-ups Technology Technology 249

Futurelab

APRIL 13, 2021

Imagine the following situation. A man sees an attractive woman at a party. They talk and decide to have a few dates. After giving all the right signals for being a loyal, caring, trustworthy and relationship-oriented guy, he convinces her to spend the night. The next day he is gone and when she calls, it is clear he doesn't want to speak to her. Tags: Alain Thys brand loyalty B2C relationship customer needs Facebook Like.

B2C 188

B2C 188

Fonolo

APRIL 13, 2021

Managing call spikes during peak periods in your call center can seem like an insurmountable challenge. Whether you’re in retail, healthcare, or the financial industry, understaffed contact centers coupled with increased call volumes create stressful moments for you and your agents. The ROI of Call-Backs for your Call Center. If this sounds familiar, never fear: call overflow handling is here.

Contact Center 125

Contact Center Healthcare Retail CX 125

Futurelab

APRIL 13, 2021

The partner and founder of Futurelab, Stefan Kolle has participated in a special report by McCann Worldgroup, in which he shared how he's changed his mind in the past year when it comes to the human truth of security. . Facebook Like. Linkedin Share Button. Tweet Widget.

100

100

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

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.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. This customer-driven business model makes sense when you consider that 86% of customers are willing to spend more money when they feel they’ve had a good customer ex

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. Over time, however, these relationships can become strategic partnerships that can actually drive the future success of both organizations simultaneously. As a main point of contact for many customers, CSMs are often one of the first sounding boards for customer ideas, opinions, and questions. .

Customer Relationship 52

Customer Relationship Sales 52

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.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. This customer-driven business model makes sense when you consider that 86% of customers are willing to spend more money when they feel they’ve had a good customer ex

Customer Experience 52

Customer Experience Customer Loyalty Customer Service 52

Conversocial

APRIL 13, 2021

CX 64

CX Customer Experience 64

Zendesk

APRIL 13, 2021

After a year of uncertainty caused by a global pandemic, people are craving the comforting embrace of familiarity—and they’re looking for it in all sorts of places. A 2020 study showed that customers only wanted to buy from the companies that knew them best. Seventy percent said they would do their holiday shopping exclusively with brands that personally understand them.

Sales 93

Sales Start-ups CRM Social Media 93

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Totango

APRIL 13, 2021

Distinguishing gross retention vs. net retention can provide deeper insights into your success metrics. Learn what these KPIs tell you. We’ll cover what they are, how to calculate them, and how to apply them. What Is Gross Retention? Let’s start with gross retention. This metric is also known as gross revenue retention (GRR), which highlights the fact that we’re talking here about revenue retention rather than customer retention , at least directly.

Customer Retention 71

Customer Retention Outlook Start-ups 71

Qualtrics

APRIL 13, 2021

A little over a year ago, businesses were faced with making tough decisions about how to keep their doors open, how to adapt, and how to survive as the COVID-19 pandemic hit. While the last 18 months have been challenging for everyone, I’ve been inspired to see how businesses responded, adapting quickly to get a pulse on the changing needs of their customers and employees, and taking action to deliver new experiences not only to survive, but in many cases thrive in these challenging times.

Machine Learning 49

Machine Learning Sentiment Analysis Compliance Government 49