Intercom, Inc.

SEPTEMBER 29, 2022

By implementing in-product messaging – the secret ingredient your customer engagement tech stack is missing. But by adding a modern messenger to your tech stack, your team can automatically deliver timely, targeted, and personalized messages in the moment, when your customers are primed to take action.

Customer Loyalty 211

Customer Loyalty Customer Retention Customer Expectations 211

Intercom, Inc.

AUGUST 31, 2021

We’re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform. And because it’s Intercom, we’ve reimagined what “transactional messaging” looks like. What is transactional messaging? Order or delivery confirmation.

Engineering 218

Engineering Start-ups Gaming Customer Experience 218

CX Accelerator

MAY 25, 2022

Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. Your company will choose which channels to configure for customers to reach out. Email is our main channel of communication with our customers.

Social Media 316

Social Media CX Contact Center Customer Service 316

Intercom, Inc.

MAY 13, 2022

Digital marketing , which relies on channels such as websites, social media platforms, and email. . Advertising campaigns typically focus on promoting specific products or services on paid channels, while marketing campaigns address customer needs more broadly through a variety of organic, paid, and earned channels.

Social Media 118

Social Media Engineering Customer Loyalty Sales 118

Intercom, Inc.

NOVEMBER 17, 2021

Over the last few months, we’ve released updates that help you improve and measure your conversational support efforts, engage customers with multichannel transactional messaging and other customer engagement enhancements, and integrate the tools you use every day – including WhatsApp! ??. Is it possible to do this with Intercom?

Customer Feedback 222

Customer Feedback Start-ups Omnichannel Customer Satisfaction 222

Intercom, Inc.

JANUARY 13, 2021

Positive experiences require communication between businesses and customers, but we saw how the traditional channels of communication between internet businesses and their customers were broken – fragmented and impersonal rather than coherent and personal. That shift in definition only accelerated with the rise of the mobile phone.

Technology 243

Technology Technology Customer Experience 243

NGDATA

MAY 2, 2024

Strategies for growing your reach with a brandformance approach include defining channels, developing a performance budget, diving into metrics, determining target audience and key messages, and updating and refining processes. A blended approach of branding and performance can result in better results for global brands.

Business Growth 52

Business Growth 52

Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. Here, we take a deep dive on in-app messaging – defining exactly what it is and how to make it work best for your customers. What is in-app messaging?

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Intercom, Inc.

OCTOBER 28, 2020

Today, we’re excited to unveil the newest message type in Intercom, Banners. Banners are a highly effective new type of message for your customer engagement strategy. Traditionally, banner messages have been relatively blunt instruments – eye-catching, sure, but not exactly sophisticated.

Real Estate 239

Real Estate Start-ups Sales 239

Intercom, Inc.

MAY 26, 2022

Unlike “first call resolution”, a similar metric, first contact resolution examines your success across all channels, not just phone. Or are repeat contacts taking place after customers engage with a certain channel (say, after attempting to troubleshoot the issue with a bot)? Clarify your messaging.

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

Intercom, Inc.

OCTOBER 13, 2022

?. At Intercom, we believe that in-product messaging will become the primary customer communication channel. Not only is it the only channel you have full control over, but it’s the best place to quickly sort out issues and share information with your customers in a swift, non-disruptive way.

Innovation 118

Innovation 118

Customer Think

JUNE 6, 2023

But an overabundance of bland messages makes it difficult for brands to connect meaningfully with consumers. The secret to cutting through the noise is to maximize your cross-channel strategy with real-time personalization […]

Technology 128

Technology Technology 128

Intercom, Inc.

MARCH 15, 2022

But for marketing teams, getting it right can not only impress your customers and turn them into long-term advocates – it can also give your messaging the boost it needs to drive better results. Use first-party customer data to enrich your messaging. Reach people in the right channel, at the right moment.

Start-ups 129

Start-ups Customer Relationship Customer Expectations Sales 129

Lumoa

JANUARY 15, 2024

Utilizing Messaging Platforms and Chatbots Live chat can be a great choice for conversational commerce. With text messages still an incredibly effective and engaging form of communication, using this channel contributes to a more seamless experience for the customer. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Zendesk

JUNE 5, 2023

Key takeaways: Zendesk messaging is HIPAA-enabled, meaning healthcare organizations can manage their conversations at scale. Messaging allows healthcare organizations to do things like schedule appointments, send reminders, and provide virtual care while protecting patient data.

Healthcare 91

Healthcare Compliance CX Education 91

Intercom, Inc.

MAY 18, 2021

They found that: Messenger-based support is now the second most used support channel. Customers want to use messaging channels for support. Customers’ (and businesses’) preference for messaging channels has significantly grown since the onset of the pandemic. Support teams don’t have the technology they need.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. trillion text messages sent in 2017 alone. In fact, by 2020, around 50 million consumers will opt-in to receive business SMS.

Customer Service 91

Customer Service Contact Center Omnichannel B2C 91

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. From social media and websites to mobile apps and in-store experiences, each channel offers unique opportunities and challenges.

Omnichannel 69

Omnichannel AI Social Media Machine Learning 69

CommBox

MAY 2, 2022

Google has recently released a new customer communication channel called Google Business Messages. This unique channel allows consumers to converse with businesses and organizations directly from Google Maps or search results while enjoying a seamless experience. What is Google Business Messages? Google Search .

Start-ups 98

Start-ups CRM Engineering Omnichannel 98

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. For example, when customers call your customer service line, they could hear a message encouraging them to email or text your support team.

Net Promoter Score 118

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 118

Intercom, Inc.

MAY 13, 2022

Contact centers might offer telephone-based support just like a call center does, but they may also provide other methods of communication, such as live chat messaging , email, text messaging, social media messaging, or video chat.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Zendesk

NOVEMBER 28, 2022

This extraordinary growth in digital channels is linked to the consumer trend of shopping online to buy holiday gifts during the pandemic. This blended consumer experience will continue throughout the holiday season and into the new year, and it brings big opportunities for retailers to create excellent customer experiences across channels.

Retail 98

Retail CX Social Media Sales 98

Intercom, Inc.

AUGUST 31, 2022

In this CX for Growth webinar, we explore the world of B2B SaaS social media with one of our partners, Chatdesk , a customer care platform that helps businesses increase conversions and provide a better customer experience through social and support channels. You don’t have to do all of them – in fact, you probably couldn’t even if you tried.

Social Media 118

Social Media Start-ups Machine Learning CX 118

Intercom, Inc.

DECEMBER 14, 2022

Message style: More than one-third (35%) of people surveyed prefer to receive several shorter messages rather than longer paragraphs, with Millennials showing the strongest preference (49%). Yes to direct messaging: We chat to our friends and family through messaging, so why not the businesses we buy from? Key insights.

Customer Expectations 129

Customer Expectations Customer Experience Customer Service 129

Intercom

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. The resulting study, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , found that: Messenger-based support is now the second most used support channel.

Business Growth 130

Business Growth Customer Relationship Customer Expectations Start-ups 130

Fonolo

DECEMBER 16, 2021

If you’re not leveraging your social media channels to engage and support your customers, now is the time to start. However, it’s important to remember that these free platforms have their limitations — while they’re great for addressing simple queries, complex issues will need to be escalated to the voice channel.

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Intercom, Inc.

DECEMBER 16, 2019

Marketing teams must partner with their sales counterparts to determine the list of target accounts, identify the right channels, and coordinate on messaging. Where: Which channels will you use to reach contacts at your target accounts? These channels often include email, direct mail, phone, events, and live chat.

B2B 189

B2B Sales CRM Touchpoint 189

Conversocial

APRIL 6, 2021

Rather than being purely reactive to customer queries, it’s now possible to use private messaging channels for proactive CX, particularly when it comes to customer acquisition. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement.

Customer Acquisition 104

Customer Acquisition Contact Center Customer Expectations CX 104

Zendesk

JULY 30, 2021

But even with all the talk of creating frictionless and convenient ways for customers to get in touch, one big thing was missing: digital messaging channels like Facebook Messenger, Instagram and WhatsApp. So people turned to digital channels—like ecommerce shopping and contactless store pickup.

Retail 98

Retail Omnichannel Sales Customer Service 98

TeamSupport

MARCH 9, 2023

In today’s fast-paced and digital world, messaging has become an increasingly popular form of communication for customers. That’s why we’re excited to announce the addition of two new messaging channels to our live chat software: WhatsApp and Google Business Messages.

Engineering 98

Engineering Customer Expectations Customer Satisfaction Customer Service 98

Fonolo

MARCH 30, 2021

Take an omni-channel approach. With social media and mobile apps at their peak popularity, contact centers would do well to invest in an omni-channel strategy. With that said, the voice channel remains the most popular form of customer service, so it’s important to find a good balance between voice support and your other channels.

Contact Center 147

Contact Center Social Media Customer Satisfaction Start-ups 147

Shep Hyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. For now, let’s address why companies aren’t using social channels. . We steer them to the phone, so we don’t need any other channels. . More on why in just a moment.

Social Media 138

Social Media Customer Service Customer Loyalty 138

Zendesk

JULY 16, 2021

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed. Customers want to interact with companies over the same channels they use with friends and family. Customers want to interact with companies over the same channels they use with friends and family.

E-commerce 105

E-commerce Start-ups CRM Customer Relationship 105

Conversocial

AUGUST 3, 2021

It’s been nearly 30 years since the first text message was sent. Even with the rise of more advanced messaging channels, such as WhatsApp and Messenger, text messages are still a powerful tool in a CX strategy.

Customer Experience 59

Customer Experience CX Technology Technology 59

ECXO

JUNE 13, 2023

It would need to collect digital customer-level data and then uses the data insights to craft messages, offers and content performance across web and mobile channels. Timing is also crucial you want to deliver your message when the customer is receptive and ready to act – too soon and your message misses the opportunity.

Predictive Analytics 132

Predictive Analytics Government Sales Customer Retention 132

Zendesk

OCTOBER 5, 2021

Messaging has surged in popularity and become a go-to channel for many consumers since the COVID-19 pandemic. It looks like the trend is here to stay— 74 percent of customers who messaged with companies in 2020 plan to continue doing so. Google’s Business Messages enables buyers to do both. Provide fast response times.

Customer Service 96

Customer Service Omnichannel Engineering Start-ups 96

Zendesk

DECEMBER 14, 2023

Youtube + ChatGPT AI Assistance Youtube + ChatGPT AI Assistance (Support) (paid) offers YouTube channel integration for Zendesk, allowing users to manage multiple accounts within a unified inbox. Create a ticket for each customer comment, regardless of the channels, video, or shorts.

AI 52

AI Social Media Compliance Contact Center 52