Intercom, Inc.

APRIL 22, 2021

That question has been on Will Larson ‘s mind for a long time. For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better. As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. The big challenge is getting employees to follow them. Employees forget. They get confused. Sometimes, they just don't wanna. This creates consequences. Customer experience becomes inconsistent. Service quality erodes. The manager has to spend extra time fixing problems. There is a simple solution.

Mystery Shopper 182

Mystery Shopper Customer Service Government Retail 182

Customer Think

APRIL 22, 2021

Hybrid workplaces are here to stay even when the pandemic is gone. In this article, we take a look into how organizations can make the most out of this shift. Needless to say, COVID-19 has changed practically every aspect of our life. From the way we socialize to the way we work, nothing remains as […].

Technology 132

Technology Technology 132

Comm100

APRIL 22, 2021

By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed.

AI 98

AI Machine Learning Engineering Education 98

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Think

APRIL 22, 2021

A couple of years ago, if we had asked, all companies would have expressed an interest in developing a mobile application. Even today, companies are eager to develop mobile applications, motivated by a number of factors. With over 3.5 million Android apps and close to 2.5 million iOS apps, it may seem like you’re missing […].

Technology 131

Technology Technology 131

Zendesk

APRIL 22, 2021

Last year, meeting up with friends looked a lot different. With everyone stuck at home during the pandemic, people were looking for a way to connect safely to do things together, and Discord’s popularity exploded. Originally built for people who wanted to communicate with friends around the world while they played video games, Discord has gained traction with a much wider community.

Gaming 98

Gaming CX Customer Loyalty Innovation 98

Myra Golden Media

APRIL 22, 2021

This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules, when they need a graceful exit, and more. (All you’ll have to do is print (or just save) my guide and walk your team through the phrases!).

Customer Service 71

Customer Service Customer Experience 71

Customer Think

APRIL 22, 2021

One of the industries that benefitted from the COVID-19 pandemic is the OTT industry (Over-The-Top). Yes, OTT platforms saw tremendous growth, and they became a major source of entertainment for users. As per Statista, OTT media revenue is predicted to reach over 167 billion U.S. dollars by 2025, more than twice the 83.3 billion earned […].

Entertainment 116

Entertainment Technology Technology 116

Zonka Feedback

APRIL 22, 2021

How do you try a new product or brand? Would you prefer to invest a good amount of money in the products of a new brand which you don’t even know whether anybody has used it or not? Maybe you go for it or maybe not, but you will for sure hesitate to spend money on such a brand which you haven’t tried before. But what if you get to read many positive reviews for those products and the brand?

NPS 59

NPS 59

Customer Think

APRIL 22, 2021

Article originally published at Eglobalis Customers of different industries place a different value on the elements that generate their overall experience. A pharmacy customer may prioritize product availability, safety and compliance, whereas high-end retail shoppers prioritize quality and choice. (Data source Gartner) Others may prioritize convenience, design, simplicity, and usability.

Compliance 111

Compliance Retail Technology Technology 111

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Hodusoft

APRIL 22, 2021

The COVID-19 pandemic has badly affected every part of our life. Millions of people throughout the world are facing disastrous challenges including financial, health, emotional, and more related to the COVID-19 pandemic. This outbreak has affected almost all the industries and healthcare is among one of them. The way people used to access healthcare facilities has changed drastically.

Contact Center 52

Contact Center Healthcare Hospitality Hospitality 52

Customer Think

APRIL 22, 2021

Earlier the rivalry happened only between businesses/companies but today; we have too many options of the same thing that internal competition is also getting fierce. Like for example; native apps vs hybrid apps, which eCommerce platforms are the best? Or which framework to choose? And the most confusing one which we are going to discuss […].

Technology 111

Technology Technology 111

SugarCRM

APRIL 22, 2021

When sales and marketing teams work well together, your business prospers. The problem many companies face is that sales reps and marketers are often at odds, leading to miscommunication, missing data, and lost opportunities. We would like to show you how to align your sales and marketing teams by using CRM and marketing automation technologies. Thank you to everyone who participated in this webinar!

Sales 20

Sales CRM CX Technology 20

Customer Think

APRIL 22, 2021

10 Unique Use Cases for Speech Analytics For those of you who use speech analytics and want to expand the ROI for them, this is for you. They are a unique tool that has become more and more accessible and less expensive. 1.Proactive Customer Service For so many years, customer service was reactive. You would […].

Customer Service 98

Customer Service 98

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Fonolo

APRIL 22, 2021

Call centers are constantly balancing efficiency and service quality for their customers. Lean too much in one direction, and your agents will quickly find themselves in a bind. First Call Resolution (FCR) is one of the best metrics for tracking your success in both these areas. It’s no wonder why it’s one of the most widely used KPIs in the contact center industry.

Contact Center 142

Contact Center Customer Retention Customer Satisfaction Technology 142

Customer Think

APRIL 22, 2021

Have you started working on developing a memorable personality for your brand? Many marketers consider brand personality and brand identity as the same thing. But in reality, the two are different from each other. And each of these is equally important for the success of your business. But to develop a memorable personality for your […].

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Comm100

APRIL 22, 2021

The best knowledge base software is the backbone of any good customer service operation. A knowledge base most commonly functions as a library of information to answer customer questions. However, with a robust software in place, a knowledge base can be much more than this. Most commonly, a knowledge base is customer-facing and functions like a FAQ page.

Omnichannel 52

Omnichannel Start-ups Customer Service 52

Customer Think

APRIL 22, 2021

Customer experience is more than a trending keyword, it is increasingly becoming the core of every business. And why wouldn’t it? It is the driving force behind customer loyalty and – when done right – can completely transform your business. Over the last year, this has become more evident than ever. As businesses have struggled […].

Customer Loyalty 75

Customer Loyalty Customer Experience 75

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Customer Think

APRIL 22, 2021

These days, Instagram is a promotional powerhouse. It’s a high-performing branding platform that allows brands to launch very successful, layered non-intrusive video ads campaigns. But Instagram has its fair share of secrets you must know and tips you should follow when it comes to effectively engage an audience with promotional videos. Otherwise, your videos won’t […].

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Customer Think

APRIL 22, 2021

One of the most unhelpful “rules of thumb” in B2B selling is the long standing and widely quoted myth that the benchmark standard when it comes to sales pipeline management is 3* quota coverage.I’ve struggled to find any original research that justifie.

Sales 69

Sales B2B 69

Customer Think

APRIL 22, 2021

This is the second post in a series titled “Team Member and Customer Experience Value.” This installment is titled “It’s Not About Price. It’s About Perceived Value.” In the first post in this series, I covered six components of value creati.

Customer Experience 64

Customer Experience Customer Loyalty 64

Customer Think

APRIL 22, 2021

Reasons to read and share LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think, and others, are all great sources of inform.

CX 64

CX Customer Experience 64

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX

Customer Think

APRIL 22, 2021

Is there a good time to break up with your client? I recently had the opportunity to present an overview of customer experience training material to a group of professionals and when it came time for the question and comments portion of the afternoon, one of the best lines came straight out of the operations […].

Customer Experience 64

Customer Experience Customer Loyalty 64