Adrian Swinscoe

MARCH 4, 2024

During the Great Resignation, which saw employees voluntarily leaving their jobs en masse, recent statistics […] The post IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work? This is a guest post by Caroline Gleeson, CEO at Occupop. first appeared on Adrian Swinscoe.

162

162

Intercom, Inc.

MAY 13, 2022

A help desk is a centralized department or group within a company – or in some cases an automated tool or software – that answers employee or customer questions, and helps to troubleshoot issues as they come up. . What does a help desk do? What makes a good help desk system? What is a help desk as a service?

Customer Service 118

Customer Service Customer Experience 118

Adrian Swinscoe

JUNE 29, 2023

Now, while that is easy to say and observe, it’s often hard to quantify […] The post Is adhering to the FCAs new consumer duty impossible without the help of technology? Many customers are suffering right now with high inflation and interest rates. first appeared on Adrian Swinscoe.

Technology 246

Technology Technology 246

Help Scout

MARCH 27, 2024

Let’s take a closer look at some FAQs about how Help Scout's customer support team manages and uses saved replies! Read the full article

49

49

Intercom, Inc.

OCTOBER 21, 2020

This applies not only to conversations a customer may have with your sales or support teams, but even when they’re not talking to you at all – such as when they’re on your help center , searching for answers. We study how they want to feel and how they’d like to be helped. Define how your article helps users.

Start-ups 211

Start-ups Sales Customer Experience 211

Inside Customer Service

DECEMBER 2, 2021

Brittany Hodak, an expert on helping brands create superfans, offers this definition of a brand evangelist on her blog : A brand evangelist is a customer who is so passionate about your brand, product, service, or business that they advocate on your behalf. They are a brand evangelist who happens to work for your company.

Retail 260

Retail Social Media Finance Sales 260

Callminer

JUNE 27, 2022

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST.

Artificial Intelligence 343

Artificial Intelligence AI Technology Technology 343

Inside Customer Service

APRIL 13, 2023

Everything Armstrong does is focused on helping customers become better gardeners: They only sell plants that grow well in the local environment. Take Action Here are two resources to help you win and retain customers with your own experience guarantee. Employees give expert gardening advice.

Transportation 166

Transportation Customer Experience 166

Intercom, Inc.

MAY 16, 2022

It’s helpful at this stage to bring in folks with different perspectives, so keep that in mind as you put together your invite list”. It’s helpful at this stage to bring in folks with different perspectives, especially if the session is around generating solutions, so keep that in mind as you put together your invite list.

Start-ups 245

Start-ups Gaming Technology Technology 245

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. Factor in that 33 percent of help desk staff report being dissatisfied, and it isn’t a pretty picture.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? As Seth Godin once put it: “Don’t measure anything unless the data helps you make a better decision or change your actions.” What are help desk metrics? Help desk metrics vs. KPIs. Ticket volume or total conversations.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Help Scout

AUGUST 22, 2023

This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more. Read the full article

98

98

Intercom, Inc.

JULY 22, 2019

When you’re gearing up for a big product launch, creating help content is often the last thing on your mind. Here’s a hint: with help content. Is there a (help) doc in the house? Done well, help content – best practice docs and clear how-tos – acts as an extension of your product. It also enables us to attract new ones.

Start-ups 177

Start-ups Engineering Machine Learning Sales 177

Help Scout

AUGUST 22, 2023

Help Scout’s Beacon gives your customers access to email and live chat support, help documentation, and proactive messaging—all right where they need it. Read the full article

Customer Service 98

Customer Service 98

Help Scout

FEBRUARY 28, 2024

VP of People Leah Knobler shares why we outgrew our old performance management system, how we revamped the process to embrace a more performance-driven culture at Help Scout, and what we've learned along the way. Read the full article

63

63

Zendesk

OCTOBER 19, 2023

The rest of them are using technology like Derek, and they desperately need help. What they don’t want is MEBO—AI that doesn’t know how to be helpful. It understands customer experience, which means you unlock the power of personalized support from day one, without any extra work—or extra help from these characters.

AI 52

AI Innovation Technology Technology 52

Help Scout

MARCH 25, 2024

From accessing order details to processing refunds and cancellations all in one place — learn how to spend less time switching systems and more time taking care of customers with Help Scout's Shopify integration. Read the full article

58

58

Help Scout

AUGUST 22, 2023

Here’s how we approached illustrating the Help Scout Brand Handbook. Illustrations are a critical component of a brand’s storytelling process. Read the full article

75

75

Intercom, Inc.

JULY 28, 2022

By inviting product teams to sales processes and vice-versa, you’re enriching them with insights that help drive a better experience and a more robust roadmap. I was lucky to work for great leaders both at Salesforce and Google, who invested in me and have given me the mentorship that’s helped me grow.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Inside Customer Service

APRIL 21, 2022

I good-naturedly told the rep that I would be delighted if the software actually helped me recover the files. Would you like help out with that?" This can help you trim a 37-step service process down to just a few broad guidelines or service standards. Our server was attentive, helpful, and a lot of fun.

Customer Service 158

Customer Service Start-ups Customer Experience 158

Intercom, Inc.

FEBRUARY 4, 2020

Or you can ask for help when you realize you’re stuck. If I was stuck on a particular customer problem, he told me to first take 15 minutes to try find the answer before looking for help. It wasn’t that Jeff didn’t want to help me – he did. How the 15 Minute Rule can help the whole team. Asking is essential.

Engineering 261

Engineering 261

Help Scout

AUGUST 22, 2023

Help Scout for Good is the program that houses our initiatives emphasizing our commitment to B Corp values. Read the full article

75

75

Help Scout

AUGUST 22, 2023

A compilation of the most important remote management tips Help Scout's founder learned running a fully remote company for 10 years. Read the full article

85

85

Intercom, Inc.

MARCH 26, 2018

Your help center is the home of all knowledge about your product. If you develop and ship new features as often as we do, it’s vital that your articles help your customers keep up with the changes. If you develop and ship new features as often as we do, it’s vital that your articles help your customers keep up with the changes.

Education 190

Education Start-ups 190

Zendesk

MAY 30, 2023

This means that consistency is key—whether you’re facing economic headwinds or an unexpected spike in customers needing help. AI helps teams boost their productivity, increase efficiency, and meet rising customer expectations at a time when many are being asked to do more with much less.

AI 98

AI CX Customer Expectations Customer Loyalty 98

The Customer Service Blog

NOVEMBER 15, 2023

They also need appropriate support to help overcome the stigma of experiencing financial problems. Similar interventions could help relieve the financial stress of other experiences - for example, after a bereavement, when the burden of dealing with complicated financial matters can have a detrimental impact on relatives’ wellbeing.

Gambling 83

Gambling Finance Customer Service 83

Customer Think

APRIL 19, 2024

The Hall of Fame catcher Yogi Berra is known for his many “Yogisms.” ” The one we are most familiar with is, “It ain’t over til it’s over.” ” He is also known for saying, “It’s déjà vu all over again.”

Sales 69

Sales 69

Shep Hyken

JULY 13, 2022

Alfia shared a great line: “Give them help before they Yelp.” . Heed the advice of Adam Alfia: Give them help before they Yelp! . The post Give Them Help Before They Yelp? When Realtime Feedback was starting up, that was its mantra. Follow on Twitter: @Hyken. appeared first on Shep Hyken.

Customer Feedback 111

Customer Feedback Start-ups Customer Service Customer Experience 111

Help Scout

AUGUST 22, 2023

Our brand handbook is both an internal and external toolkit for creating and communicating things in the Help Scout way. Read the full article

75

75

Help Scout

NOVEMBER 13, 2023

Things may look a little different, but we’re still the same: Unveiling and taking a behind-the-scenes look at Help Scout’s new brand identity. Read the full article

59

59