SurveySensum

MAY 7, 2024

How to Enhance Your Buying Experience: 5 Benefits of PMP 1. Increased Trust and Credibility Private marketplaces (PMPs) are gaining traction among discerning buyers, prioritizing trust and reliability in online transactions. In 2034, it’s anticipated that real-time trading will seize 25.9%

Predictive Analytics 52

Predictive Analytics Innovation Gaming Start-ups 52

Intercom, Inc.

MARCH 28, 2022

How do you set your business up for consistent, continuous growth? Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. Third, the lines between sales, marketing, product, and support are blurring. The answer is yes – it’s both.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. More personalization and better customer experience . How to Buy Contact Center Software.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Call centers must deliver consistent, accurate information, and automation can help meet this goal while improving the customer experience and reducing agent stress.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Intercom, Inc.

JUNE 13, 2022

Last month we turned our attention to data – unleashing new features that help you improve how you collect, access, and use first-party data to influence your product and scale your business. We’ve added three new updates to Surveys: advanced reporting, branching logic, and triggering Surveys via code in your mobile app.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

TeamSupport

APRIL 3, 2024

In today's fiercely competitive business environment, the increasing emphasis on customer experience is a universal truth. This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial.

Omnichannel 52

Omnichannel Social Media Customer Relationship Management CRM 52

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? As per a report , by 2040, 95% of purchases will be through e-commerce.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. Improved customer satisfaction and increased agent productivity.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Intercom, Inc.

MARCH 25, 2021

The onset of COVID-19 has accelerated a digital transformation in the healthcare industry, resulting in changes to how patients receive care and how medical records are stored and processed. At Intercom, the security and protection of our customers’ data is of the utmost importance. What is HIPAA?

Healthcare 268

Healthcare Compliance Government Technology 268

TeamSupport

APRIL 24, 2024

Businesses today cannot afford to lag in response times or fumble with clunky support processes. Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency.

Gaming 52

Gaming Customer Loyalty Customer Satisfaction Customer Service 52

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. Customer satisfaction levels stay strong Despite the increased volume of chats, the satisfaction rates have remained robust.

Customer Satisfaction 52

Customer Satisfaction Customer Expectations Customer Service 52

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. But with so much data to consider, how can you define the help desk metrics that matter for your team? What are help desk metrics?

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

TeamSupport

APRIL 12, 2024

In manufacturing, effective customer support requires technology that spans geographical boundaries and provides a wealth of knowledge. From the production of everyday goods to the development of new technology, precision and efficiency are a top priority. And in 2023, that number increased to an average of 800 per month.”

Manufacturing 52

Manufacturing AI Technology Technology 52

TeamSupport

NOVEMBER 18, 2022

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%. Support demand is rising.

Customer Satisfaction 98

Customer Satisfaction B2B Customer Experience 98

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

B2B 92

B2B ML CRM Customer Relationship Management 92

Intercom, Inc.

JUNE 22, 2021

Buyer behavior is one area that has seen significant change – according to a recent report by McKinsey , 70% of B2B decision makers say they’re now open to making new, fully self-serve, or remote purchases in excess of $50,000, while 27% percent would spend more than $500,000. Create consistent, customer-centric experiences.

Technology 233

Technology Technology Sales Customer Expectations 233

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Higher internal engagement in using customer insights for seamless journeys? Yes, you know a lot from tone of voice and phrases used by the customer.

VOC 48

VOC Data Mining Finance Touchpoint 48

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

Intercom, Inc.

MARCH 7, 2022

That’s why we’re continuing to create customizable features that will allow your marketing, sales, and support departments to flourish. Last month’s shiny new updates will not only allow us to improve the efficiency of your teams, but your customers can also enjoy the most personalized engagement on the market.

Customer Experience 104

Customer Experience Start-ups Customer Relationship Customer Expectations 104

Zendesk

MAY 8, 2023

Meta CEO Mark Zuckerberg has called it the “ year of efficiency ,” while others have called it the end of the tech boom. With the surge of generative AI tools coming on the market, software companies can keep pace and scale to support more customers without adding more headcount. ” How Unity saves $1.3

AI 98

AI CX Customer Satisfaction Omnichannel 98

Intercom, Inc.

NOVEMBER 17, 2021

We stay in close conversation with our customers so we can find new ways to make Intercom even better for you and your teams. All of these improvements come directly from feedback from you, our customers, so we can help you to support and engage your customers like never before. Conversational support. Best of all?

Customer Feedback 222

Customer Feedback Start-ups Omnichannel Customer Satisfaction 222

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 76

Customer Service Social Media Omnichannel AI 76

Hodusoft

MAY 10, 2023

In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. However, according to a report by IBISWorld, the call center industry is projected to have a compound annual growth rate (CAGR) of 3.3%

Social Media 100

Social Media Customer Satisfaction Artificial Intelligence CRM 100

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Intercom

MAY 25, 2021

The COVID-19 pandemic has had an irreversible impact on how the world does business. The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. 53% of support teams have seen an increase in support queries since COVID-19 hit.

Business Growth 130

Business Growth Customer Relationship Customer Expectations Start-ups 130

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Well that was quite the year. Zara Burke , Principal Editor.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom

NOVEMBER 28, 2023

Phone support isn’t going anywhere. Even with the move towards messenger-based and self-serve support, a lot of customers still like to have the option of phoning a business. How does Intercom Phone work? Busy support teams need tools they can rely on to get up and running straight away.

Customer Service 85

Customer Service AI Customer Experience 85

Fonolo

JANUARY 19, 2023

According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. TIP: Tools like Fonolo Voice Call-Backs relieve agent stress and keep customers off hold by offering call-backs during call spikes. When customers have been waiting on hold, often for hours, it only makes things worse.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Zendesk

MARCH 7, 2024

Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency. Businesses today walk on a tightrope when it comes to customer service and efficiency. Here’s how these variables mix to form a comprehensive WFO strategy.

AI 52

AI Customer Satisfaction CX Construction 52

Intercom

DECEMBER 10, 2021

Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. Our Holiday Shopping Experience Report, based on a survey of 1,000 U.S. Our Holiday Shopping Experience Report, based on a survey of 1,000 U.S.

E-commerce 97

E-commerce Retail Touchpoint Manufacturing 97

Logicalware

JANUARY 29, 2024

Imagine you’re an agent who gets a call from a customer that is struggling to resolve an issue with a product or service they have bought. You could have prepared yourself to better help the customer. According to a 2022 McKinsey report , 61% of global decision makers have reported a growth in total calls in contact centres.

Customer Experience 52

Customer Experience Artificial Intelligence Data Entry Omnichannel 52

Intercom

JUNE 14, 2023

Since we published the 2023 edition of our Customer Service Trends Report earlier this year, we’ve gotten a lot of questions about how recent AI developments would impact the customer service landscape in the months and years to come. To find out, we surveyed more than 1,000 global support leaders and practitioners.

AI 59

AI Customer Service Technology Technology 59

Hodusoft

MAY 10, 2024

Now, they’re the cornerstone of customer service and support, enabling seamless communication and collaboration with the help of call and contact center software , regardless of physical location. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52