Intercom, Inc.

SEPTEMBER 30, 2021

In 2017, she started working as a product lead at the Chan Zuckerberg Initiative, building their infectious disease program and IDseq, an open-source online platform to spot movement of diseases across borders, the emergence of new illnesses, or the spread of drug-resistant strains. You don’t know when issues are going to come up.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. This is the second in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Intercom, Inc.

APRIL 14, 2020

When an unprecedented crisis like COVID-19 hits how do you provide your team with the guidance they need? Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Intercom, Inc.

DECEMBER 21, 2021

And yet, here at Intercom, we have been determined to make the most of these difficult times. And yet, here at Intercom, we have been determined to make the most of these difficult times. Nothing stays the same, after all, and it’s how you react when everything changes that defines your future trajectory.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

DECEMBER 21, 2020

This was a year when it felt like history was unfolding in real time – rather than the narrative of our time taking shape gradually over months and years, events were seemingly getting inscribed straight into the collective memory every day, or sometimes every hour. The art of marketing in a crisis.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Intercom, Inc.

APRIL 9, 2020

Solving customer problems by providing answers to less complicated questions – or setting expectations about when they’ll be able to get in touch with a real person. Solving customer problems by providing answers to less complicated questions – or setting expectations about when they’ll be able to get in touch with a real person.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

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.

Technology 233

Technology Technology Sales Customer Expectations 233

Intercom, Inc.

SEPTEMBER 17, 2020

Short on time? Short on time? Here are some quick takeaways: Watching the popular sitcom The Office inspired Blind’s South Korean leadership team that people across the world face the same challenges in work – this prompted their move to the US. Anonymity can be a useful tool for empowerment (when used correctly).

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Intercom, Inc.

APRIL 1, 2020

We are living through unprecedented and unsettling times – in just a few months, the COVID-19 pandemic has reshaped the world as we knew it. We hope you find some of these resources useful during this difficult time. The gravity of this situation makes it challenging to voice these small frustrations. Sharing experiences.

Government 201

Government Start-ups Sales Technology 201

Intercom, Inc.

NOVEMBER 17, 2022

We talk a lot about scaling when there’s VC funding involved, but bootstrapping is a whole other game. She moved to the US after finishing her engineering degree and worked her way up the ladder, building mobile products across companies such as Reuters and Bloomberg. Today’s guest has been bootstrapping for most of her life.

Start-ups 118

Start-ups Gaming Sales Engineering 118

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Can you relate? Customer service and experience leaders are line dancing between taking care of their team and checking off the pile of projects with a flying unicorn from their favorite project management to-do list. I have to go to work, though.

Contact Center 103

Contact Center Social Media Customer Service Customer Experience 103

Fonolo

MAY 26, 2020

How can you turn your contact center into a highly efficient part of your business? The first step is to consider the root problems — the vast majority of challenges you will encounter boil down to customer experience, call distribution, technology, and the well-being of your agents. Our advice?

Contact Center 142

Contact Center Technology Technology Start-ups 142

Intercom, Inc.

SEPTEMBER 3, 2020

At Intercom we believe great things can happen when you have a conversation. Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build?

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Hodusoft

NOVEMBER 24, 2021

What are the top 16 call center features you need to know in 2022? Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval. What do customers expect? However, it’s easier said than done.

Artificial Intelligence 105

Artificial Intelligence Social Media CRM Omnichannel 105

Help Scout

AUGUST 5, 2021

“I was working longer and longer hours just to keep up.” “The In 2019, the World Health Organization listed burnout as an ” occupational phenomenon ,” which makes it sound like a corporate version of “ The Natural.” Many dreaded facing another work day, feeling like they had nothing left to give. Customer service staff care.

Customer Service 135

Customer Service Scorecard 135

Totango

DECEMBER 26, 2021

Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . Build an Open and Supportive Work Environment. As a customer success leader, you are responsible for setting the right tone and creating the right environment for your team to be successful. 5 Ways to Fight Burnout.

Sports 103

Sports Start-ups 103

Intercom, Inc.

MAY 6, 2020

This is a guest post from Martin Kõiva, the CEO of Klaus , a conversation review tool for support teams that aims to improve customer service quality by making internal feedback easy and systematic. . Letting your customers be the sole judges of what you do neglects your own values and expectations for your support team’s performance.

Scorecard 231

Scorecard Customer Satisfaction Start-ups Customer Feedback 231

Intercom

AUGUST 14, 2023

You satisfy your customers, but can you satisfy our curiosity? Please tell us a little bit about your company and what you do there. Working in customer service has taught me the value of patience and resilience” Which celebrity would be really great at your job, and why? Dwayne “The Rock” Johnson.

AI 52

AI Customer Service NPS Sales 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. The one word that came up time and time again in our research was ’empathy.’ ’ That doesn’t happen all the time. Nobody escaped the long lines and endless waiting times.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Intercom, Inc.

MARCH 8, 2022

And today, we carry on that work. While we celebrate the social, economic, cultural, and political achievements of women, we must also keep working to accelerate women’s equality. While we celebrate the social, economic, cultural, and political achievements of women, we must also keep working to accelerate women’s equality.

Education 118

Education 118

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. But which tactics are the right ones for your call center?

Construction 87

Construction Contact Center Customer Satisfaction Start-ups 87

Aquire

AUGUST 26, 2021

To truly optimize your customer relationships, you must analyze every interaction they have with your brand, and look at how you can do them better. That way, you significantly increase customers’ lifetime value, drive customer loyalty, improve retention, and encourage referrals. . Gather and use feedback.

Customer Relationship 98

Customer Relationship Omnichannel Start-ups Social Media 98

Intercom

FEBRUARY 10, 2022

But with the onset of the COVID-19 pandemic that disrupted entire industries, forced many of us into working remotely, and brought about unprecedented digital transformation, the last two years have been particularly demanding. Shawn Carter , Customer Care Team lead at Aircall. Short on time?

E-commerce 105

E-commerce Start-ups Customer Expectations Technology 105

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative. And this will enable you to retain your customers and make them feel loyal to your brand.

Touchpoint 52

Touchpoint AI Hospitality Hospitality 52

Callminer

APRIL 21, 2020

Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Shep Hyken

NOVEMBER 4, 2022

She shares how BPOs can enhance your customer experience. From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service.

Customer Experience 57

Customer Experience Omnichannel Social Media CX 57

Intercom, Inc.

OCTOBER 16, 2019

No matter the specifics of how your company adapts and grows, it’s crucial to be aware of how your pricing strategy relates to other aspects of your business. It’s all too easy to make the mistake of adopting a pricing model that is ill-suited to other aspects of your company, such as the go-to-market strategy or sales strategy.

Customer Acquisition 195

Customer Acquisition Sales Start-ups Invoicing 195

Hodusoft

JANUARY 1, 2023

The advent of the telephone made it easier for businesses to communicate with customers in real time. How Does Call Center Software Work? Things to consider when choosing a call center software. Inbound call center As the name suggests, an inbound call center receives incoming calls instead of making outgoing calls.

Social Media 52

Social Media Omnichannel Compliance Start-ups 52

Hodusoft

JANUARY 18, 2023

As the demand for healthcare services continues to grow, it’s becoming increasingly important for healthcare providers to find ways to offer high-quality care while also being efficient and cost-effective. What to look for when choosing healthcare call center software? Top 10 Best Healthcare Call Center Software for 2023.

Healthcare 52

Healthcare Artificial Intelligence Omnichannel CRM 52

Fonolo

MAY 19, 2020

The move is shocking for a big bank that surely wasn’t prepared to move all of their staff home, but it’s a growing reality for everyone working in the sector to even commercial real estate. Now, TD Bank has nearly 9,000 agents working from home. Perhaps the most important skill for any contact center during this time is adaptability?

Real Estate 91

Real Estate Contact Center Technology Technology 91

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

Hodusoft

MAY 24, 2022

In today’s time, all the well-performing call center solutions have ACD as one of their primary components. ACD or Automatic Call Distribution makes the communication process smooth and easier. How does ACD work? A Detailed Insight Into ACD (Automatic Call Distribution) System and Its Importance For Today’s Businesses.

Contact Center 96

Contact Center Customer Satisfaction Technology Technology 96

Zendesk

MARCH 7, 2022

For the first time in a long time, the world of tech, business, and media seem to be less focused on the pandemic and more focused on the future. It’s not practical to suggest that a small support team should be present in the metaverse when nobody has clarified what the metaverse is. How small companies can take action.

AI 98

AI Net Promoter Score Artificial Intelligence Retail 98

Zendesk

JULY 19, 2022

Low pay, few opportunities for advancement, and feeling disrespected at work. Employee satisfaction describes how happy staff members are with their jobs, while employee engagement refers to their level of interest in their work. When you know how to increase employee satisfaction, you can create a workplace that thrives.

Net Promoter Score 98

Net Promoter Score Business Administration Customer Satisfaction NPS 98

Zendesk

JULY 19, 2022

Low pay, few opportunities for advancement, and feeling disrespected at work. Employee satisfaction describes how happy staff members are with their jobs, while employee engagement refers to their level of interest in their work. When you know how to increase employee satisfaction, you can create a workplace that thrives.

Net Promoter Score 98

Net Promoter Score Business Administration Customer Satisfaction NPS 98

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. It ties up lines and makes the whole center fall behind.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Aquire

JANUARY 6, 2022

That’s because businesses have grasped the benefits of video chat technology — in large part thanks to increased working-from-home and the rise of digital purchasing. Rather than relying purely on live chat or chatbots, adding video chat will ensure you offer more personal experiences to online customers. How does video chat work?

Customer Service 98

Customer Service Social Media Technology Technology 98