Intercom, Inc.

AUGUST 9, 2022

This is the sixth year in a row we’ve been included on the list, demonstrating ongoing innovation and excellence. This list, published by Forbes in partnership with Bessemer Venture Partners and Salesforce Ventures , contains many of the most innovative companies in the industry.

Innovation 211

Innovation Customer Relationship 211

Intercom, Inc.

MAY 19, 2020

After all, excellent design and engineering can only come from product teams that are empowered to solve hard problems and build great software. This in-depth essay by our SVP of Product, Paul Adams, explains the processes we use to build product, and details how product teams operate. So people within teams work this out themselves.

Engineering 245

Engineering Customer Retention 245

Inside Customer Service

FEBRUARY 16, 2023

with the sincerity of a robot can hurt the rapport you're trying to build. You need to get much more specific if you want your employees to build authentic rapport. Use the Five Question Technique to come up with a list of question that will capture your customer's attention, break the ice, and help you discover more about them.

Start-ups 240

Start-ups Customer Service 240

Customer Think

APRIL 10, 2024

Building an email list that makes money isn’t an accident—it takes strategy. Source: free Canva Email has the highest ROI of all marketing channels. However, it’s not as easy as blasting out a few emails and expecting your net to overflow. Here are five simple ways to get great email marketing ROI. Audit your […]

64

64

Intercom, Inc.

MAY 5, 2020

Over the past few years, we have given a lot of thought to the ingredients of a successful app ecosystem, the effort involved in developing a thriving platform, the consideration required to build fruitful partnerships. Building a developer economy around Intercom. Beyond the hype: Practical advice on building a platform.

Transportation 171

Transportation Engineering Machine Learning Customer Retention 171

CX Accelerator

NOVEMBER 7, 2023

While I did a lot of finger-pointing, there are a number of items on this list that also serve as important reminders for my work in customer experience. Are there any more indicators you would add to this list when you reflect on companies that lack customer centricity? Do any of this especially hit home for you in your current role?

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Shep Hyken

AUGUST 24, 2022

While the items listed get you to trust a company, if you break it down, it’s really about delivering on expectations. Nothing on the list should be difficult to accomplish. This is table stakes and is the first reason on the above list. You trust them. . The product or service must do what it is supposed to do.

Customer Service 119

Customer Service Customer Experience Customer Loyalty 119

The Customer Service Blog

JANUARY 17, 2024

annual ranking of British hotel chains has once again placed them at the very bottom of the list. Despite owning some very impressive Grade II-listed buildings, over the last decade Britannia has been unable to reverse its appalling reputation amongst the public. What do the Public Say?

Customer Satisfaction 82

Customer Satisfaction Customer Service 82

Intercom, Inc.

AUGUST 3, 2022

There’s always more work to be done to build a truly open, rewarding, and collaborative company culture – but we believe Intercom is already a very special place to work. Intercom has been listed at number 35 on Fast Company’s Best Workplaces for Innovators list! Fast Company’s Best Workplaces for Innovators 2022.

Innovation 211

Innovation 211

Intercom, Inc.

MAY 25, 2022

This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. . We exclusively build on top of a very small set of core technologies.

Engineering 252

Engineering Technology Technology Customer Experience 252

Intercom, Inc.

MAY 16, 2022

List the tangible outcomes. 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”. List the tangible outputs from your workshop that you want to share or report on afterward. Building understanding (20 min). Start with an overview.

Start-ups 245

Start-ups Gaming Technology Technology 245

Intercom, Inc.

APRIL 28, 2020

Intercom is a proudly product-first company , with a focus on delivering great product that helps our customers build relationships with their users. But all of it points to the way we think deeply and seriously about design, and ultimately how seriously we take the task of building great products for our customers.

Engineering 129

Engineering Customer Retention 129

Intercom, Inc.

APRIL 21, 2020

Our mission, as we have often discussed, is to make internet business personal – that goal underpins everything we do and build. Follow these steps, and you’ll have a prioritized list of customer insights you can act upon with confidence.”. Read more posts in the Reading List series here.

Customer Feedback 186

Customer Feedback Transportation Actionable Insights Customer Retention 186

Intercom, Inc.

JANUARY 28, 2019

Without these things, the relationship retreats to the magnetic stereotypes of both industries: Product teams think sales teams will do, say and sell anything to make money, while sales teams think product teams will build anything cool except things that actually make money. It’s not a good place to be. Ingredients for success.

Sales 193

Sales CRM Innovation 193

Shep Hyken

MARCH 23, 2022

He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. . I’ve seen lists like this before. Being nice is foundational, and from there, you can build skills around it. .

Start-ups 112

Start-ups Customer Service 112

Fonolo

NOVEMBER 8, 2022

We’ve compiled a comprehensive list to get you started – read on to learn more! Conducting research should be the first thing on your list. Online communities are a serious undertaking, but they can do wonders for building brand loyalty. The Contact Center Guide to Managing Spikes in Call Volume. Understand Customer Behavior.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Intercom, Inc.

AUGUST 25, 2020

This piece outlines a process for building and structuring effective conversational experiences in software. Next, to get a sense of the inputs that will drive the conversation, list the decisions the user will need to make in this experience. But what makes software conversational? The way it sounds, or something deeper?

Legal 290

Legal Start-ups Engineering AI 290

Intercom, Inc.

APRIL 6, 2020

So while Inside Intercom built its reputation as a source of advice on building great products, some of the most impactful lessons that have remained with me from helping colleagues publish their insights on this blog are all about people rather than product.

Engineering 181

Engineering Entertainment 181

Intercom, Inc.

FEBRUARY 4, 2020

Having the right tools in place to manage, access, and analyze that data is critical to getting the right context on your customers, and without that context, relationships are incredibly hard to build. Our APIs were not RESTful or industry standard, and paging through lists of users was subpar. Devising the building blocks.

Construction 231

Construction Retail Technology Technology 231

Beyond Philosophy

OCTOBER 19, 2023

The Curse of the Wish List My podcast partner, Professor Ryan Hamilton, recently published research on a context where people change their minds, which the research team called decision-delay tools. This area would include the “Wish List.” In other cases, people might make a physical list. Hence, the cancellations.

Sales 89

Sales Education Start-ups 89

Uniphore

JANUARY 24, 2022

Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Clearly, current coaching and skill-building methods aren’t doing enough to keep agents from walking out. The list goes on…. Go Beyond Call Center Coaching with Real-Time Agent Assist. Learn More.

Healthcare 130

Healthcare AI Technology Technology 130

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Move with Purpose.

CX 114

CX Customer Experience Non-Profits Start-ups 114

Sprinklr

JULY 15, 2021

I am thrilled to celebrate with all of our employees, customers, and partners around the world that today Sprinklr was named to the 2021 Fortune Best Workplaces in New York list! We are sharing a spot on the list with some of the world’s best known brands and exceptionally-run companies that operate or are headquartered here.

CXM 96

CXM Customer Experience Management Customer Experience 96

Intercom, Inc.

JANUARY 21, 2020

Any company building a new app that uses something other than 30-40% of the screen space for text should weigh that decision carefully and validate it with research and testing. To build meaningful experiences, product teams should focus on the words just as much, if not more, as any other part of their apps.

Social Media 291

Social Media Finance Retail Transportation 291

Shep Hyken

OCTOBER 25, 2021

What is Brand Loyalty and How Can You Build It? Help Scout) To help make things a little easier, we’ve put together a list of 27 support tools and resources to help you create the best support team possible. Whether you’re just starting out or are a seasoned pro, there’s something on this list that can help improve your performance.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Beyond Philosophy

DECEMBER 14, 2023

Loyalty Programs Rarely Build Loyalty Regarding distinguishing between loyalty, inertia, and Delta, many organizations do not realize that their rewards programs do not build loyalty. I compiled a list of things that are the telltale signs of loyalty. If they aren’t, you can look for ways to build loyalty.

Social Media 89

Social Media Customer Loyalty Technology Technology 89

Intercom, Inc.

JULY 14, 2021

Without effective organization and planning, you can end up spending your time on small, low-impact tasks that build up to fill your days. Here are the four main inputs I consider when building that backlog. Now that you have a list of high-impact work to tackle, how do you decide what’s most important? Prioritizing your work.

Engineering 151

Engineering Start-ups Technology Technology 151

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process. What would you add to this list? This situation happens everywhere.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Intercom, Inc.

NOVEMBER 3, 2021

“As the number and complexity of features and infrastructure grows, improving alerts is usually way down the priority list”. Naturally, this approach doesn’t scale very well, but as the number and complexity of features and infrastructure grows, improving alerts is usually way down the priority list.

Engineering 209

Engineering Start-ups Customer Experience 209

Customer Experience Matrix

APRIL 26, 2024

What was new about CDP was that it was packaged software that was building a customer database. The earliest CDPs actually bundled the database building capability with an application. The earliest CDPs actually bundled the database building capability with an application.

AI 78

AI Education Hospitality Hospitality 78

Intercom, Inc.

JANUARY 17, 2023

The option to build a custom report . Measure what’s important to your team when you build a custom report. The list of variables and unknowns can seem endless. Examples include: Offering defaults and templates when creating outbound messages . Enabling different filters on reports (e.g. Tickets report ) .

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

Intercom, Inc.

OCTOBER 19, 2022

As businesses grow and scale, they need to continue to earn and build on that trust in every way they can – but with rapidly expanding tech stacks, it’s not just their own company policies they need to monitor, it’s those of every company they partner with. The only vendors who have access to your data are in our official subprocessor list.

Compliance 138

Compliance Legal Government Engineering 138

Totango

AUGUST 5, 2022

A client onboarding questionnaire is a list of discovery questions administered to a new client to help you better serve their needs. This list is illustrative but not exhaustive. Build rapport with new clients, setting the stage for a mutually beneficial relationship. What Is a Client Onboarding Questionnaire? Automation needs.

B2B 84

B2B Customer Journey Map Sales Start-ups 84

The Squawk Point

MARCH 6, 2024

They automated swathes of their paper-based processes by appointing a supplier — Fujitsu — to build a new IT system. The programme was such a success that the Chief Executive received a CBE in the 2019 New Year Honours List for services to the Post Office and to charity. Use of targets to drive performance.

Government 69

Government Technology Technology 69

Zendesk

MARCH 23, 2023

Achieving product-market fit Ten years ago, if you searched for “how do I integrate x and y” platforms, you’d probably get a list of results that link to an API, or maybe a blog post or community forum. And they did: there are more than 5,000 apps listed on their website today. Knoop describes this as an obvious market inefficiency.

Engineering 52

Engineering Technology Technology 52

Intercom, Inc.

JANUARY 25, 2023

We can all relate to the satisfaction of ticking something off our to-do lists, and checklists offer customers the chance to hit crucial product milestones at their own pace, with their own goals in mind. Not only that, connecting the dots to follow user progress, or learning more about how they used the product, was extremely complex.

Engineering 129

Engineering Start-ups Customer Loyalty 129

Customer Think

OCTOBER 13, 2021

Looking for the best Chatbot App Development Companies in India & the USA to build intelligent Chatbots for your business? You will get here the exclusive list of top-notch chatbot app development companies prepared after extensive research. If so, your hunt for the same ends up now.

Innovation 91

Innovation Technology Technology 91