Intercom, Inc.

SEPTEMBER 23, 2020

. “Series is so intuitive that it feels natural and obvious – and yet, the design was not inevitable at all” Indeed, Series is so intuitive that it feels natural and obvious – and yet, the design was not inevitable at all, as we considered numerous different approaches to solve the problem of orchestrating customer messaging.

Start-ups 232

Start-ups Engineering Customer Feedback 232

Intercom, Inc.

MAY 25, 2022

We’re serious about delivering the best customer experience with our Engagement OS. We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. We’re growing alongside our customers. Our tooling allows for high availability.

Engineering 252

Engineering Technology Technology Customer Experience 252

Intercom, Inc.

MAY 12, 2021

At Intercom, we’ve always focused on building excellent products which our customers value and love. Continuing to meet this goal as we scale means constantly re-evaluating how our teams work to keep performing at our very best. There is no “one size fits all” approach to building high-performing teams. Setting our goals.

Engineering 239

Engineering Start-ups Customer Feedback 239

Futurelab

DECEMBER 27, 2023

Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.” Incorporate these stories into training and internal communications to create a more human and relatable approach and create a movement around the customer.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Business Growth Innovation AI 106

Intercom, Inc.

DECEMBER 10, 2019

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. We’ve anchored a major part of our R&D culture around the speed of shipping.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Intercom, Inc.

JUNE 2, 2021

By accounting for these differences at the beginning of each project, we can align on how to approach the solution. Our simple team alignment framework . Our team aligns on three points: Innovation . Our SVP of Product, Paul Adams, describes innovation as building something new, different, and better. Investment .

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Futurelab

DECEMBER 27, 2023

“ And that, after he basically only approached her husband when buying the car, and not her? You all know the examples well enough: “ Our persona A is Clara Culture. But it does us no good at all if we want to customize the Customer Experience for our customers – after all, there is no such person as Clara Culture!

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Zendesk

MARCH 13, 2024

That’s kind of the first place I go to when I’m saying, ‘hey guys, I’m going to test out turning off our chatbot for a bit,’” he said. Tune in for more on Brad’s approach to experimentation, what he’s learned, where he’s prioritizing changes, and what he thinks about the future of CX in our latest episode of Conversations with Zendesk.

AI 113

AI CX 113

C3Centricity

FEBRUARY 27, 2024

The traditional approach to turbulent times has always been a monumental, top-down transformation. Atomic change is the father of agility and clarifies what is needed to meet our ever-changing world. Let’s explore the key advantages of this approach: 1.

E-commerce 90

E-commerce Retail Innovation CX 90

Totango

DECEMBER 20, 2023

These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial. This recognition shines a spotlight on our commitment to offering an easy and efficient implementation process.

Business Operations 108

Business Operations Customer Satisfaction Sales Customer Service 108

Intercom, Inc.

MAY 11, 2022

Complexity hampers our ability to move quickly. At Intercom, keeping it simple means being deliberate about getting things into our customers’ hands in the most straightforward way. Keeping things simple leads to solutions that are easier to build and maintain, and more intuitive for our customers.

Engineering 145

Engineering Start-ups Innovation Technology 145

Intercom, Inc.

JULY 1, 2020

A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. At Intercom, our Support Ops and Product Education teams work hand-in-hand to deliver proactive support to our customers.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Intercom, Inc.

AUGUST 5, 2020

“The reality is, there are very few businesses who can afford to operate at either extreme” But this approach to managing support shortchanges either your company and, more likely than not, your team – or your customers. The reality is, there are very few businesses who can afford to operate at either extreme.

Customer Experience 204

Customer Experience Customer Satisfaction Engineering Retail 204

TeamSupport

APRIL 24, 2024

TeamSupport, however, cuts through the complexity with our straightforward and user-friendly interface. Our design is not about showcasing the latest tech flair, but creating a genuine, personalized experience for both agents and customers. TeamSupport takes this principle to heart.

Gaming 52

Gaming Customer Loyalty Customer Satisfaction Customer Service 52

ECXO

SEPTEMBER 30, 2023

Today and every day, we’re reminded of our incredible impact on those we serve. Our passion fuels our dedication, making every interaction a meaningful one. Join our Open Access CX Business Network: [link] This week: Only few days remaining! Let’s make every day a CX Day! Stay Tuned for More!

CX 98

CX B2C Innovation B2B 98

Zendesk

MARCH 13, 2024

“With Ultimate, we will help our customers set a new standard, with AI agents giving customers the support they need quickly and effortlessly. We’ve seen 99 percent of CX organizations who adopt AI shift permanently to a hybrid human and AI agent approach,” said Reetu Kainulainen, CEO and co-founder of Ultimate. “As

AI 138

AI CX Business Growth Innovation 138

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! These numbers are a testament to the effectiveness of well-executed marketing strategies and the ROI of email.

E-commerce 90

E-commerce Social Media Innovation B2B 90

C3Centricity

MARCH 12, 2024

With millions of websites vying for our customers’ attention, driving high-quality traffic that converts into loyal customers requires more than a scattergun approach to marketing. This shift demands a strategic overhaul of how companies approach customer engagement and traffic generation.

Entertainment 90

Entertainment Engineering Education Customer Satisfaction 90

Intercom, Inc.

NOVEMBER 8, 2022

Since 2011, we’ve been on a mission to make internet business personal, helping our customers connect with their customers through in-context, personalized communications. As we’ve grown, and our product has matured and expanded, we’ve welcomed thousands of customers – each with their own unique needs and goals. for a number of years”.

Compliance 104

Compliance Technology Technology Customer Experience 104

Inside Customer Service

MAY 25, 2023

Most employees are brutally honest if you approach them the right way. Our average acceptance rate was just 5 percent, but an agent named Betty routinely exceeded 40 percent. Betty also had a unique approach to her offer. Agents received training on Betty’s unique approach along with the credit card’s features and benefits.

Contact Center 175

Contact Center Start-ups Customer Service 175

Intercom, Inc.

AUGUST 26, 2020

“What emerged from our research is a modern playbook for support” What emerged is a modern playbook for support. The majority (78%) want to move to a proactive approach, and 50% are deepening their investment in automation. Below we dive into each of the five key trends from our research.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Customer Service Life

FEBRUARY 29, 2024

In my current role, we’ve spent time discussing and honing our approach to these conversations to make them as consistent and effective as possible. We do our best to NOT show our team every metric under the sun. We have two important criteria when determining which metrics to show our agents.

Contact Center 88

Contact Center Gaming Customer Service 88

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. Taking a holistic approach to CX. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape.

B2B 111

B2B AI CX Customer Service 111

Taylor Reach Group

AUGUST 13, 2021

Of course, there was a sense that we were all ”in this together,” and that Covid was playing havoc with all of our lives and employment patterns. Our personal lives and work routines slowly adapted to a new norm. Then finally we moved past the lockdowns, and the economy and our lives began to open up, albeit slowly.

Contact Center 170

Contact Center Start-ups Technology Technology 170

Intercom, Inc.

MARCH 3, 2021

We’ve recently unveiled a new “product decision framework” at Intercom, which will help us continue to scale along with our ambitions. Ask Gustavs and Patrick about the process behind it in a Q&A – check out our Twitter to learn more. Issues with our decision-making process. Revising our product decision-making framework.

Engineering 260

Engineering 260

Intercom, Inc.

SEPTEMBER 10, 2020

It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years. This approach has been the bedrock of Stage 2 Capital’s method in guiding entrepreneurs and new companies through the scaling process. . Mark Roberge knows which he prefers. A data-driven framework for scaling.

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

Experience Investigators

APRIL 23, 2024

In embracing a real-life, business-centered approach and understanding key elements of customer demands like speed, convenience, and human touch, businesses can craft experiences that resonate deeply with customers, solidifying a foundation of customer loyalty and competitive advantage in today’s market. Strategy First.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Execs In The Know

FEBRUARY 29, 2024

Navigating Uncertainty with Human-Centered Design In a world where change is relentless and technology investments often outpace organizational readiness, uncertainty in our space looms large. Solution: Adopting a human-centered design approach prioritizes transparency and user control over data collection and usage.

CX Transformation 99

CX Transformation CX VOE AI 99

Totango

NOVEMBER 14, 2023

Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement SuccessBLOC , a pre-built customer success program with best practices and out-of-the-box content created by our very own CS and community experts.

Customer Relationship 94

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 94

Intercom, Inc.

MARCH 16, 2021

A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Here are our tips: Gather valuable conversation data fast. Why proactive support is your first line of defense.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Execs In The Know

APRIL 8, 2024

The remedy, however, isn’t grasping for the “right” technology – it’s a holistic approach that places humans at the center. But a human-centered design approach serves as the bridge between the two, bringing together the needs of their people, the possibilities of technologies, and the requirements for success.

CX 52

CX CX Transformation Technology Technology 52

Intercom, Inc.

APRIL 8, 2020

Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. As the situation escalated a few weeks ago we consulted our business continuity plans and thought hard about the challenges our business would face. However, that wasn’t the approach we decided to take.

Engineering 223

Engineering Start-ups 223

Customer Think

JULY 7, 2023

These approaches enable organizations to gain valuable insights, enhance their products/services, and deliver the exceptional experiences our customers have come to expect. By actively listening to customers, organizations can meet customer expectations, drive loyalty, […]

Social Media 106

Social Media Customer Feedback Customer Expectations Customer Experience 106

Intercom, Inc.

FEBRUARY 22, 2022

At Intercom, we think deeply about how to deliver the safest, most secure experience possible for our customers and their customers. . As a SaaS business, Intercom is a data processor: our customers entrust us with their data, which we store and process on their behalf. Investing significantly in safeguarding our customers’ trust.

Compliance 118

Compliance Engineering Education Government 118

Intercom, Inc.

JUNE 15, 2022

Software engineering will play a crucial role in the future of business, society, and even our planet. We foster belonging at Intercom by celebrating our differences, and we are committed to building diverse teams. Diverse teams are repeatedly proven to be more innovative, productive, and happier.”. Investing in education.

Engineering 104

Engineering Education Innovation Technology 104