Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. The best way to know your customers is through feedback. A segmentation matrix can help product teams be laser-focused on both the long-term vision and the day-to-day plan.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Callminer

OCTOBER 3, 2019

Because your call center representatives play a major role in how your company (or your clients’ companies) are perceived by customers, your reps’ characteristics have a big impact on quality. Expert Tips for Hiring the Best Call Center Representatives (and Keeping Them Engaged). “In Enhanced people skills.

Customer Service 186

Customer Service Construction Social Media Innovation 186

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. I’m so thrilled that you’ve decided to explore the fascinating world of behavioral science.

E-commerce 115

E-commerce Sales Social Media CX 115

Callminer

APRIL 21, 2020

Happier and more satisfied agents tend to perform better than those who feel discouraged, stressed, or anxious about their jobs. Happier and more satisfied agents tend to perform better than those who feel discouraged, stressed, or anxious about their jobs. This also leads to being more productive and efficient in your work.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Intercom, Inc.

SEPTEMBER 9, 2022

GPT-3 can create human-like text on demand, and DALL-E, a machine learning model that generates images from text prompts, has exploded in popularity on social media, answering the world’s most pressing questions such as, “what would Darth Vader look like ice fishing?” If you enjoy our discussion, check out more episodes of our podcast.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

NOVEMBER 4, 2021

You wouldn’t expect to find a Brand Studio at every tech startup, but then again, we’ve always enjoyed doing things a little bit differently. If your brand is how your company presents itself to the world, Creative Director Scott Smith recently wrote , as the business takes off, the brand will inevitably need to mature as well.

Start-ups 222

Start-ups B2B Customer Service 222

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. I am sharing it here, too, since many of you probably have the same question. Have Long-Term Goals Hopefully, your working life will also span decades.

Sales 78

Sales Social Media Management Consulting Start-ups 78

Intercom, Inc.

NOVEMBER 12, 2020

This week, we’re looking at how consumers’ shopping Habits have changed. On the podcast, Dee talks to Loren Padelford ( Shopify Plus) , Michelle Curtin (Head of Personal Shopping at Brown Thomas ), and Colin Harmon (founder of 3fe Coffee ) about the social changes that are driving new trends across the sector. Welcome to S.H.O.P.,

Retail 221

Retail B2C B2B Manufacturing 221

Intercom, Inc.

JULY 28, 2022

But the unpredictability of the variables doesn’t mean you can’t plan for growth. And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. Growth is arguably the most defining and sought-after trait of technology companies.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Zendesk

MARCH 4, 2024

The aftermath of the explosion: How Arc rose to the occasion On March 8, 2023, Silicon Valley Bank (SVB) announced the need to raise $2.25 The aftermath of the explosion: How Arc rose to the occasion On March 8, 2023, Silicon Valley Bank (SVB) announced the need to raise $2.25 billion loss. billion loss. It was constant communication.

Engineering 52

Engineering Start-ups Sales Customer Expectations 52

Intercom, Inc.

JULY 1, 2020

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. It empowers your team to pre-emptively address known questions and issues before they arise. Below, we share our tips for delivering effective proactive support to your customers at any scale.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Intercom, Inc.

DECEMBER 21, 2021

From the ongoing pandemic to political turmoil around the globe, we can all agree that 2021 has been a lot to handle. 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

Shep Hyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. Using this knowledge to deliver a first-class experience will keep customers satisfied and build brand loyalty. Understand the customer journey for YOUR customers.

Contact Center 77

Contact Center Social Media Start-ups AI 77

Zendesk

JANUARY 10, 2024

Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. Workforce managers can use workforce management metrics to optimize their teams, ensure the growth and development of employees, improve organizational processes, and more. What are workforce management metrics?

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52

Beyond Philosophy

MARCH 16, 2023

When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? So, I wanted to share his insight here with you, too. These days, you might want to blame the results on COVID. So, how can this be?

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Lumoa

OCTOBER 20, 2022

This article will explore the key components of customer experience and how you can use them to scale your business. This is because happy customers are less likely to churn and more likely to continue doing business with you. In addition, they’re also more likely to refer others to your company.

Customer Experience 122

Customer Experience Customer Retention Customer Satisfaction Retail 122

Experience Investigators

JUNE 13, 2023

Do you have a Chief Customer Officer? The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). The role of the Chief Marketing Officer is a tough road these days.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. If people aren’t looking for your solution, you have to educate them about the problem your product solves. Short on time?

Finance 162

Finance Engineering Sales B2C 162

Intercom, Inc.

MAY 25, 2022

In the midst of a harsh market sell-off, many tech organizations, even some which, up until a few months ago, had been raising new rounds or had runway to spare, have started to announce spending cuts, layoffs, hiring freezes, and slowdowns. Those customer interviews you did 6 months ago that informed the decisions you made for 2022?

Start-ups 138

Start-ups Sales Sports Government 138

Fonolo

MARCH 9, 2023

The first study was done in 2003 — can you guess which direction the overall trend has headed since then? If you guessed there are more complaints than ever, you’re right. Deploy call-back technology Nobody likes to wait on hold, no matter how mesmerizing your on-hold playlist might be.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Zendesk

NOVEMBER 14, 2022

The headlines read daily of impending recession around the world, leaving us to wonder whether and when it will finally arrive—and if it does, what severity or duration we can expect. Countries around the world are grappling with inflation and rising costs of living, and there are signs of a hot job market cooling.

Customer Service 98

Customer Service Customer Expectations CX AI 98

Intercom, Inc.

JUNE 1, 2018

When we started Intercom the latter was my job. Looking back, I didn’t see these activities as marketing with a capital M, but they absolutely were. If you were to look at the first 100 paying customers for Intercom, I’d bet most came from one of these channels. I didn’t have a perfectly mapped out startup marketing strategy.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Intercom, Inc.

JANUARY 31, 2023

Suddenly it seemed that generative AI might transform industries from education to marketing. This means we need to think carefully about how to apply the tech in practice to make it truly useful. Now, a support rep can simply click the “Summarize” button to generate a detailed TL;DR of an entire customer conversation.

AI 188

AI Start-ups Technology Technology 188

Steven Van Belleghem

DECEMBER 6, 2021

The other is another way to think about how you measure customer success. To remain competitive, businesses must keep up with what customers feel are most important, that includes customer service and convenience. We also want to know how often, how much they spend and more. If it’s working, we need to scale it.

CX 123

CX Customer Experience Non-Profits Social Media 123

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. From there, move into describing the role itself.

Social Media 94

Social Media Innovation Touchpoint Start-ups 94

Intercom, Inc.

DECEMBER 16, 2019

Over the last two decades, account-based marketing (ABM) has been both hailed as a surefire win for B2B businesses and written off as little more than an industry buzzword. Just two years ago, only 29% of marketers reported ABM to be an effective strategy. What is account-based marketing (ABM)?

B2B 189

B2B Sales CRM Touchpoint 189

Experience Investigators

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.” While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.”

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Intercom, Inc.

JULY 29, 2021

Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

AUGUST 13, 2018

It is only recently that I realized how much these games resemble my role as a Product Manager. Looking at these games now, I can see how the traits that I enjoyed so much in those games – strategy, planning, responding to emergencies and so on – also exist in product management. Growing up, I was surrounded by video games.

Gaming 163

Gaming Hospitality Hospitality Start-ups 163

Intercom, Inc.

JUNE 30, 2022

From dull subject lines to the wrong questions, from sending out questionnaires after the fact to sending them way too often, there is a lot that organizations have gotten wrong about how to design a survey. Use the smallest sample you can that can still deliver good quality results. The makings of a form specialist.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Steven Van Belleghem

MARCH 10, 2022

I loved that Ron and Steve Jobs decided to make the stores “as big as their brand” and not just as big as their product line (which is how it’s usually done) and that they then ‘filled’ them with experiences to create engagement. In fact, in the old world, marketing budget was spent to make sure that the customer would come to you.

E-commerce 104

E-commerce Retail NPS Manufacturing 104

SixteenVentures

FEBRUARY 27, 2023

As a Customer Success professional looking to stay relevant in your field and be the best at what you do, one emerging tool that you need to be aware of – and start using – is ChatGPT. With this powerful combination of tools at your fingertips, there’s no limit to what you can achieve in your role.

Gaming 60

Gaming Engineering AI Start-ups 60

Zendesk

JUNE 30, 2022

You’ve just closed a major deal and you’re ready to pack up, head out on the town, and celebrate by crossing that client off your never-ending to-do list. You absolutely deserve a night of Beluga caviar and the finest of wines after closing a hard-earned deal (if that’s what you’re into), but don’t assume your work is finished.

Sales 98

Sales Non-Profits Customer Retention Social Media 98

Beyond Philosophy

DECEMBER 10, 2021

Doing so has business implications because when you do, people come back and bring their friends. . Reichheld says NPS collects those recognitions so employees can hear them. He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. So, What Went Wrong with NPS?

NPS 109

NPS Net Promoter Score Construction Start-ups 109

Intercom, Inc.

APRIL 22, 2019

If there’s someone who fundamentally understands the power of automation and how it should be balanced by human empathy, it’s Rick. He joined me for a conversation on tackling issues that come up as you scale your customer experience. When scaling your customer experience, remember AI can’t simulate human empathy.

Customer Experience 156

Customer Experience AI Start-ups Sales 156

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. Liam Geraghty: Benn, thank you so much for joining us today.

Start-ups 151

Start-ups Sales Gaming Transportation 151

Help Scout

APRIL 27, 2021

If you have a question you’d love Patto to answer, send it to editorial@helpscout.com. Dear Patto, How can I hire people for my customer service team who are strong in soft skills but are also capable of learning the more technical aspects of our complex product? How do you help?”

Customer Service 90

Customer Service Start-ups Sales Customer Experience 90