Zendesk

APRIL 21, 2022

Live chat is a must-have customer support channel, but that doesn’t mean it’s one-size-fits-all. These three ecommerce companies–Mack Weldon, HUM Nutrition, and KEEN Footwear–have developed the live chat best practices that best support their customers. Conversations are the foundation of great customer service. Not so much.

CX 98

CX Omnichannel Sales Customer Loyalty 98

Intercom

JUNE 22, 2023

Recent developments in the field of AI have taken the world by storm, with huge implications for the customer service landscape. The result is The State of AI in Customer Service: 2023 report , where we dive into the top five trends transforming customer service. What follows is a lightly edited transcript of the episode.

AI 59

AI Start-ups Technology Technology 59

Aquire

OCTOBER 19, 2021

What makes your customers tick? On the contrary, you need robust customer analytics to understand complex customer behavior – especially in a digital world where customers go through multiple stages and are willing to conduct a whole load of research to determine what to buy and when. What are customer analytics?

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. Nowadays, most users prefer to use products that they can use easily and smoothly without getting stuck on something and then following a long process of raising tickets and waiting for customer support agents to respond.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. In fact, companies that prioritize customer experience have been found to grow their revenue by 4-8% above their market average.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

Intercom

MARCH 1, 2023

It’s time to start thinking about new ideas – not from the past decade, but for the next one. In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down to talk about our new product manifesto for the future of customer service and what it means for us. Paul: Over a decade, yeah.

Customer Service 64

Customer Service Omnichannel AI Start-ups 64

Comm100

APRIL 22, 2023

Higher Ed Admissions – Strategies for Increasing Student Enrollment 69% of admissions officials from community colleges and 55% of admissions officials from private colleges are very concerned about meeting their institutions’ goals for new students. Students want the ability to choose how they reach out. Read more 1.

Education 11

Education Omnichannel Social Media AI 11

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. Gen Z have grown up with same-day deliveries for just about anything imaginable, meaning that service expectations are extremely high. In the next chapter, we’ll look into how live chat benefits higher education institutions.

Education 86

Education Omnichannel B2B Customer Service 86

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. How to Calculate Hold Time in a Call Center.

Contact Center 62

Contact Center Social Media Omnichannel Customer Satisfaction 62

Intercom, Inc.

MARCH 29, 2022

We were joined by more than 2,500 customers, partners, and others who wanted to learn more about our product, goals, and the path ahead. You’ll meet some of our customers, including Wayne Stewart from Atlassian and Brian Lederman from Coda, as they explore the ways Intercom is helping them scale their businesses.

Start-ups 118

Start-ups Innovation Sales NPS 118