The Customer Service Blog

JUNE 2, 2023

You might need to log into your online account with them to use the airline’s online chat service to start the complaint process, because often the airline will only reveals its contact details once you do so. Chargeback is not a legal right and you only have 120 days from when your flight was due to make a claim.

Legal 52

Legal Retail Start-ups Transportation 52

Intercom, Inc.

FEBRUARY 16, 2022

We started out with a lot of “ known knowns”; problems we knew we had to solve, such as multiregion software deployments. Lesson #1: Just start building – fast. Our dedication to moving fast brought us to our first lesson, and the decision that really unlocked the start of this project. What we knew – and what we didn’t.

Engineering 234

Engineering Start-ups Legal Sales 234

Intercom, Inc.

FEBRUARY 1, 2019

It requires many people across departments to get setup and start seeing the value your product can provide. As your company grows and starts selling to larger companies, rethinking how your onboarding helps groups of people work together will have a greater impact than optimizing an existing step-by-step flow designed for individuals.

Legal 145

Legal Start-ups Sales Engineering 145

Inside Customer Service

JANUARY 27, 2022

I didn't do myself any favors by just setting the score sheet down in front of him at the start of the conversation. You've probably heard that disclaimer at the start of the call, "This call may be recorded for quality and training purposes." Wrap-up by discussing goals for future calls. The solution? Eliminate the score.

Contact Center 148

Contact Center Legal Construction Start-ups 148

Callminer

APRIL 20, 2020

This article aims to help by rounding up the best tips and resources on the subject for you to keep close at hand. Taking this approach allows you to make adjustments, and scale up or back as required as your company evolves.” However, setting up a fixed cost can lead to several other concerns.

Legal 286

Legal Artificial Intelligence Engineering Government 286

Intercom, Inc.

AUGUST 25, 2020

What’s up?”. “I That process still fails a good bit, but most of us know to repair confusion quickly with follow-up questions. We’re in dialogue about my ups and downs.” Imagine what it might’ve started out as. One example to get you started: Netflix’s “Who’s watching?” Hey, can you help me a sec?”. Focus problems.

Legal 290

Legal Start-ups Engineering AI 290

Callminer

NOVEMBER 20, 2019

Industries that are strictly regulated by governing bodies may request such information due to legal obligations, in which case previous employers may also be legally obliged to respond. Exact laws pertaining to VOE tend to differ by state and territory. Information is Requested from Previous Employers.

VOE 140

VOE Legal Government Compliance 140

Inside Customer Service

MARCH 4, 2021

Before the pandemic began, I had just started volunteering to do trail maintenance at Mission Trails Regional Park in San Diego. Satisfaction with the food went up 17.3 I profiled Clio, a company that makes legal practice management software, in The Service Culture Handbook. The pandemic has shut that down for now.)

E-commerce 163

E-commerce Legal Hospitality Hospitality 163

Uniphore

JANUARY 25, 2022

After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” And in the tech world, the answer is simple: nowhere to go but up! Post-2020 could easily be called the start of the Zoom Era. Ah, 2022, a new year.

AI 130

AI Artificial Intelligence Healthcare Legal 130

PeopleMetrics

DECEMBER 27, 2019

IT should be your best friend as you make your VoC program because IT controls the most up-to-date information you need about the customer experience. Legal & Procurement. The other internal departments that you will likely need to interact with are legal and procurement.

VOC 82

VOC Legal CEM Pharmaceutical 82

SurveySensum

MAY 6, 2024

Come up with solid reasons to answer these types of questions. For example, if you are planning to offer legal assistance online and portray yourself as an experienced attorney, you will need to find how can set yourself apart from other attorneys in the field. Wondering how can you start blogging? The 2023 year recorded 4.95

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

RateMyService

FEBRUARY 29, 2024

This one email significantly eroded trust and good faith that had been built up over years. Customer service, billing, legal, operations — they all need to uphold excellence in representing your brand. The responsibility starts at the top but must be embraced by every employee. It’s a total team effort.

B2B 52

B2B Customer Experience Finance Legal 52

Comm100

APRIL 17, 2023

Legal action: If a patient’s ePHI is compromised, legal action can be taken against the organization. Live chat was a condition to start working towards that mission and be a better pharmacy than what customers are accustomed to. million per year. Our mission is to exceed the typical pharmacy experience.

Healthcare 52

Healthcare Compliance Legal Social Media 52

Intercom, Inc.

JUNE 30, 2022

Ever since, she’s become utterly fascinated by forms that are easy to fill in and the thought process that goes behind them, and on the way, she picked up an interest in surveys as well. Liam: Before we get into the nuts and bolts of surveys, can you tell us a little about how you got started in the world of forms and surveys?

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Intercom, Inc.

AUGUST 30, 2022

But these days, there are so many innovative and impactful tools that can massively streamline your workflows and help to set you up for success as you scale. With the right integrations, you can automate workflows, share data between tools to keep things up to date, and create clearer, more efficient processes. The benefits?

Compliance 163

Compliance Finance Engineering Start-ups 163

Bill Quiseng

APRIL 18, 2021

While today’s technology can create the opportunities to personalize customer service, it is still up to a person to deliver it. A meager “thumbs up” is all the acknowledgement given to a friend. Did anyone even look up to acknowledge you? That education starts on the first day. Look around you.

Social Media 167

Social Media Customer Service Education Retail 167

Intercom

DECEMBER 14, 2023

If you haven’t noticed already, chances are you’re going to pick up a bit of a theme here – 2023 was the year AI changed everything. This was the year we launched our breakthrough GPT-powered chatbot, Fin , capable of instantly resolving up to 50% of customer queries. You’re sort of seeing these things crop up everywhere.

AI 98

AI Start-ups Legal Technology 98

Callminer

SEPTEMBER 5, 2017

Inconsistency or inaccuracy can put a company at risk as, in many cases, the information agents deliver is a legally binding disclosure that needs to be read accurately 100% of the time. What kept me up at night were bad reviews…”. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Lightico

JUNE 22, 2022

The legal and technical framework for adopting eSignatures in the UK has been in place for a while. Despite these legal advances to promote eSignatures, people still didn’t have the confidence to use them. A cross-border database of permissible regulatory and execution modes should be established, starting with major trading partners.

Government 52

Government Legal Start-ups Sales 52

Help Scout

JUNE 30, 2021

In speaking to other remote workers, some common themes arose: The legal and financial complexities in employing/contracting and paying people in other countries. Creating a global cross-time zone team that can get the job done is a whole new level of complexity, and it takes deliberate effort from everyone involved, starting at the top.

Legal 134

Legal Start-ups Healthcare Customer Service 134

DMG Consulting

MARCH 18, 2020

DMG is not providing medical or legal advice; all medical questions should be referred to your doctor and legal issues addressed to your lawyers. First, people bought out anti-viral wipes and hand sanitizers, and now they are buying up non-perishable food and other basics like toilet paper and bottled water.

Contact Center 100

Contact Center Legal Government Text Analytics 100

Intercom, Inc.

JUNE 20, 2019

. “This year at Intercom we’re trying something different” This visible celebration is powerful – Leanne wrote about how important it was for her to see Intercom march in Pride just before she started working here. Pride started as a protest to fight for the rights of our communities, we must never forget that.

Legal 171

Legal Start-ups Education Sales 171

Fonolo

JANUARY 26, 2021

Before there were call-backs and virtual queueing , companies just picked up the phone when you called. Let’s start at the beginning of hold time. Back in the 50s, when companies started to receive more calls than their immediate staff could handle, somebody launched the first call center. A prolonged legal battle ensued.

Technology 108

Technology Technology Legal Start-ups 108

Intercom, Inc.

DECEMBER 9, 2022

He told us things were starting to scale. a text-generating AI, and according to OpenAI , it can generate text in a dialog format, which “makes it possible to answer follow-up questions, admit its mistakes, challenge incorrect premises, and reject inappropriate requests.”. And just like that, we’re at it again. Where did it learn that?

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

The Customer Service Blog

JUNE 1, 2023

Since then, advanced tickets (which are up to a third cheaper than standard fares) could be bought on-the-day, up to 10 minutes before the train’s departure. Keeping rail services running since the start of the pandemic has cost the Treasury an estimated £42 billion. What do the experts say?

Transportation 77

Transportation Government Legal Sales 77

Fonolo

OCTOBER 4, 2017

This agreement is called the “PSA” or Plan Support Agreement (an inscrutably bland legal acronym, if I ever saw one) and it basically says who’s getting how much of a haircut on which debt. In this announcement , we learned that the bankruptcy court approved the PSA and Avaya can start soliciting votes. More Reading.

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

Zendesk

DECEMBER 4, 2020

You’ve set up pipeline stages in your sales CRM. So why are unqualified leads ending up in the discovery stage of your sales process? We’ve created a downloadable resource of five unique sales process templates to help you get started. legal review). Why aren’t sales hitting their projected numbers?

Sales 59

Sales Legal CRM B2B 59

Zendesk

MARCH 9, 2023

In the meantime, take note of Fonseca’s top tips, whether you’re just getting started or a founder many times over. “Ten years ago, if you started a business that solved a meaningful problem, somehow customers would come to you,” Fonseca says. Legal and compliance professionals are a much bigger piece of the puzzle.

Machine Learning 52

Machine Learning Legal Compliance Start-ups 52

ClientSuccess

OCTOBER 26, 2020

or even “Would we be able to retain more customers by changing internal legal processes like billing cycles or contract terms?”. If a data requirement or onboarding processes is wearing customers down, start thinking about changing the process altogether. Is your leadership wholly on board with a customer-centric company?

Customer-Centric Organization 71

Customer-Centric Organization Legal Finance Start-ups 71

SurveySensum

JANUARY 15, 2024

Gather Real-Time Reviews with SurveySensum Sign Up For Free Free Forever • No Feature Limitation • No Credit Card Required • Get a Live Demo For instance, a best-selling product on Ubuy is the Nervure 175PCS Clear Black Plastic Plates , and it’s easy to see why.

E-commerce 59

E-commerce Engineering Legal Social Media 59

Intercom, Inc.

JUNE 14, 2018

I imagine when you’re working with companies like those that you’ve consulted with over the years, you end up repeating many ideas over and over. I’d go up to the whiteboard and start to draw something. So I’d start drawing these diagrams of our user map, or our funnel, or whatever it was. Laura: Exactly.

Engineering 190

Engineering Start-ups Legal Customer Service 190

Zendesk

APRIL 12, 2023

What’s more, customers can actually drill deeper by asking follow-up questions. Compare this with a traditional search engine where every additional query would require starting a whole new search from scratch. Take this example: say you’re looking for a vehicle that will fit your family of four.

AI 98

AI Engineering Start-ups Legal 98

Beyond Philosophy

MAY 14, 2020

Ahearn says that defining persuasion is crucial from the start. Most people think of it as convincing somebody or changing somebody’s thinking, which he says is an excellent start to the definition. Moreover, when you genuinely like the people you interact with, those people will start sending more people your way down the road.

Start-ups 167

Start-ups Legal Sales Business Growth 167

Zendesk

DECEMBER 4, 2020

All six of Liz’s deals have gone through legal, while only five of Mike’s have. If you forecast all 15 sales to close next month without knowing this detail, you may come up short. This prohibits reps from moving leads in your CRM until custom fields have been entered, like “legal has approved the contract.”

Sales 52

Sales Legal CRM Start-ups 52

Zendesk

JULY 1, 2022

Supporting equality and inclusion for all is a core value at Zendesk, and it has been from the very start. In the last year, we have witnessed some great wins for the LGBTQIA+ community across the world: Switzerland and Chile legalized same-sex marriage. It was minorities who stood up for themselves. For my future wife?

Legal 52

Legal Engineering Government Start-ups 52

Intercom

NOVEMBER 30, 2023

Messaging is increasingly ubiquitous in our personal lives, yet we still sometimes have to pick up the phone to talk to support in the same way we did 50 years ago. And you can set up sophisticated phone trees, all the stuff you’d expect to be a complete solution here. But even to this day, some people have their doubts.

Start-ups 98

Start-ups Technology Technology Gaming 98

Zendesk

APRIL 7, 2023

Many of our customers started with homegrown solutions only to realize that their systems couldn’t meet their needs or deliver the ease and efficiency that Zendesk can. It also requires time and effort from internal stakeholders, including IT, security, and legal. It’s hard to compete with that.

Compliance 52

Compliance AI Gaming Start-ups 52