Zendesk

JANUARY 19, 2022

External knowledge bases usually include FAQ pages , process videos, troubleshooting guides, tutorials, and help center articles. The internal knowledge base serves as a large part of our onboarding process,” says Nora Raisanen, R&D platform manager for Polaris Adventures. Image source.

Engineering 52

Engineering Legal Customer Satisfaction AI 52

CX Journey

MARCH 13, 2019

Businesses often fall down by having CX processes and strategies that are too flimsy. Mark Gubbins warns, "It is very easy to get too granular and to think of the customer journey as a series of business processes rather than view it holistically through the customers' eyes."

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

Taylor Reach Group

MARCH 20, 2018

Improving AHT – Process. Since AHT is the outcome of the “contact handling” process, the solution must focus on optimizing the process itself. To do that one must begin by understanding the current state of the process using the process map of the contact flow. So, how do we lower the AHT?

Contact Center 80

Contact Center Technology Technology Start-ups 80

Beyond Philosophy

JULY 12, 2017

Digital trends have changed the way they operate, and the advent of social has completely disrupted the usual processes. The rise of copy, content and social, has made it imperative that experts who have a blend of editorial and PR skills are the right people to lead. Marketers are now doing PR and vice versa.

Sales 121

Sales Innovation Customer Experience 121

Intercom, Inc.

DECEMBER 21, 2021

Below, the editorial team here at Inside Intercom pick out a selection of our favourite pieces from the past year. As teams and processes grow and become more complex, it’s important to retain the speed and momentum that leads to great outcomes. We hit a huge milestone as our ARR grew well past $200M.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

OCTOBER 10, 2019

By professionalizing the process , you can amplify what a design organization can accomplish. How do we understand the processes that get us to create and publish information, as individuals, not just as companies, publishers or larger entities? The process really helped me.” My talk is so much better now.

Start-ups 168

Start-ups Technology Technology Social Media 168

SugarCRM

DECEMBER 21, 2021

Document Processes. The nature of marketing requires collaboration between roles within the department, but it can also create unnecessary overlap if processes and responsibilities aren’t clearly defined. An added benefit of documenting your processes is that it can help you realign with the other departments.

Sales 26

Sales CRM Start-ups Technology 26

1 to 1

AUGUST 1, 2016

In recent weeks, this statement has rung true for me, as I, along with our editorial team, reads through older content in our process of migrating everything to our new website to meet our September 1st re-launch date. Jean-Baptiste Alphonse Karr said, "The more things change, the more they remain the same." 1to1Media.com/weblog.

Customer Loyalty 29

Customer Loyalty Customer Service Customer Experience 29

Intercom, Inc.

AUGUST 21, 2019

These include traditional editorial review sites such as Techradar and PCMag , which often review both software and tech gadgets. The process involves checking out which sites your competitors are featured on. It is not rare that the reviewers will have some questions for you during the testing process. Influencer review sites.

Start-ups 172

Start-ups Customer Acquisition B2B Business Operations 172

ClearAction

AUGUST 3, 2015

" What's needed for customer experience management is a jack of all trades (in any person or among a cohesive team) in market research, analytics, organizational learning, change management, process improvement, lean/six sigma, team motivation, metrics, internal promotion, and organizational development. Editorial Credit: Paola Bona.

Customer Experience 80

Customer Experience Customer Experience Management Sports Gaming 80

Help Scout

APRIL 27, 2021

If you have a question you’d love Patto to answer, send it to editorial@helpscout.com. What’s the best way to identify the right people without making the application process too onerous for them? Balancing soft-skills with technical ability. Those two points will help you understand where to set your bar of technical capability.

Customer Service 91

Customer Service Start-ups Sales Customer Experience 91

CX Journey

MARCH 13, 2019

Businesses often fall down by having CX processes and strategies that are too flimsy. Mark Gubbins warns, "It is very easy to get too granular and to think of the customer journey as a series of business processes rather than view it holistically through the customers' eyes."

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32

Taylor Reach Group

JULY 13, 2017

Mapping your business processes impacted by the Call or Contact Center. We have developed a proprietary approach to simplify and streamline modeling and decision making around what can be a very arduous 6 to 12-month process, resulting in lower cost to implement and higher effectiveness and efficiency from day 1. Common Fails.

Contact Center 61

Contact Center E-commerce Technology Technology 61

Help Scout

NOVEMBER 27, 2018

Traditional companies can learn from some of these tools and processes that remote companies already have down and make their workplaces more collaborative and inclusive for everyone. The antidote is to have rock-solid processes in place. 3 downsides of remote teams and what they can teach us.

Social Media 40

Social Media Start-ups 40

Confirmit

JANUARY 27, 2020

I was ably supported by Jane Bainbridge, Head of Editorial at Impact and Research Live for the MRS, who did a fantastic job in steering the discussion over our superb four-course dinner. The specific issue is whether we as an industry should be reflecting more on the social cognition process.

Social Media 52

Social Media AI Non-Profits Artificial Intelligence 52

Intercom, Inc.

AUGUST 13, 2019

In a recent talk at UX London , I discussed some lessons learned while growing the design team at Intercom, reflecting on the technology industry’s obsession with tools, and pointed out how our sense of tools as objects or apps blinds us to the reality that the processes we adopt and develop are also, in effect, tools. Consider kaizen.

Manufacturing 223

Manufacturing Technology Technology Start-ups 223

Intercom, Inc.

MARCH 4, 2021

Allyship is a life-long, continuous process. And they’re not thinking about these processes that will help them scale your business. Sometimes, even a simple introduction to relevant people in your network can do the trick. A lot of new businesses fall into the trap of going after capital before figuring out a business plan.

Start-ups 151

Start-ups Social Media Education Finance 151

Intercom, Inc.

OCTOBER 13, 2021

Instead of focusing on business outcomes to evaluate someone’s performance, it’s better to analyze how they define those outcomes, their attitude towards reaching them, and how their insights into the process help improve it along the way. “There’s no such thing as a career for life anymore.

E-commerce 118

E-commerce Start-ups Hospitality Hospitality 118

Intercom, Inc.

JULY 9, 2020

So we also have an editorial site, which is learn.g2.com, It will have to go through a moderation process. It took a fundamental turn in 2016 when Google started to lean heavier on machine learning technology for natural language processing and natural language understanding. Like you cannot simply go to G2 and post a review.

Engineering 199

Engineering Start-ups E-commerce B2C 199

Comm100

FEBRUARY 6, 2018

AgencyBloc : An agency management system that helps life and health insurance agencies grow their business with commissions processing, integrated business and marketing automation, and more. Unfortunately, if your business does not have an expert to help with the setup process, starting off with this software can be challenging.

Social Media 41

Social Media CRM Omnichannel Invoicing 41

Intercom, Inc.

AUGUST 25, 2022

Here are some of our favorite takeaways from the conversation: Failure is built into the process of starting your own business. Liam: So, you’re kind of taking those editorial skills from Storyful and coding them into the machines to give them those values. That’s the problem Kinzen is trying to solve. Mark: Exactly.

Social Media 208

Social Media Machine Learning Start-ups Government 208