Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. This is an exciting time. “We

AI 246

AI Start-ups Technology Technology 246

Zendesk

FEBRUARY 12, 2024

With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market. With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market.” This brings huge opportunities to customers of all sizes.”

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Futurelab

DECEMBER 27, 2023

When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!” In practice, however, larger companies, with their larger budgets, have a much harder time with this.

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Intercom, Inc.

JULY 28, 2022

Growth is arguably the most defining and sought-after trait of technology companies. Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Beyond Philosophy

APRIL 11, 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. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. It’s our job to determine what it is. Both are fair questions.

Sales 78

Sales Customer Experience 78

Intercom

DECEMBER 18, 2023

You satisfy your customers, but can you satisfy our curiosity? Please tell us a little bit about your company and what you do there. Understanding that we are humans, not machines, and our performance can never be linear. We had funny moments explaining we were a tech company ?

Customer Service 98

Customer Service 98

Intercom, Inc.

NOVEMBER 4, 2021

And lately, they’ve been quite busy with our brand refresh project. If your brand is how your company presents itself to the world, Creative Director Scott Smith recently wrote , as the business takes off, the brand will inevitably need to mature as well. If you enjoy our discussion, check out more episodes of our podcast.

Start-ups 222

Start-ups B2B Customer Service 222

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. Our remote onboarding program has come a long way since then. We were going remote. .

Gaming 253

Gaming Engineering Start-ups Sales 253

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Intercom, Inc.

DECEMBER 31, 2019

He suggested that “we are in the middle of a dramatic and broad technological and economic shift in which software companies are poised to take over large swathes of the economy.”. The tech equivalent of the “ great man theory ” of history is the “big tech company” theory of technological progress. There are about 3.2

Entertainment 259

Entertainment Gaming Artificial Intelligence Technology 259

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. A high-performing company is made up of many high-performing teams. Setting our goals.

Engineering 239

Engineering Start-ups Customer Feedback 239

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

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Our first pickle comes from Jane, who works at a large business-to-business company. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? We hope you enjoy today’s show.

Management Consulting 157

Management Consulting CX Customer Experience 157

Intercom, Inc.

JANUARY 16, 2020

In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. The idea of a virtual whiteboard is so simple that even the least technologically literate amongst us could likely understand the concept. If you enjoy our conversation, check out more episodes of our podcast.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Intercom, Inc.

SEPTEMBER 15, 2021

According to him, winning is not really about beating the competition – it’s about inventing a whole new game. The book aims to help companies apply category design to open new markets and create new demand. The hard part is knowing what problem your company solves. Delighted to have you with us today.

Sports 205

Sports Start-ups CXM Innovation 205

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

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Please feel free to reach out to our support team and include your number and a member of our team will reach out to you.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Intercom, Inc.

JUNE 9, 2022

Over the last 10 years, we’ve worked hard to develop and iterate on our product principles to codify our approach to decision-making, which has allowed us to consistently build great products at scale. Complexity hampers our ability to move quickly. Check out previous episodes of our podcast here.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Intercom, Inc.

JANUARY 5, 2022

Cyber attacks have gone up 125% from the previous year, and with companies shifting to partial or fully remote settings, it shows no sign of slowing down. Portfolium was eventually acquired, but the team behind it never stopped thinking about a better way to do it. Here are some of our favorite takeaways from the conversation: 1.

Compliance 211

Compliance Engineering Start-ups B2B 211

Intercom, Inc.

MARCH 9, 2022

We iterate, fight for adoption, and keep pushing for maximum impact for our customers and our business. We strive to deliver outcomes as well as outputs to drive real results for our customers. We work to ensure that what happens because of things we ship delivers tangible value to our customers.

152

152

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.

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. Your data is our most critical asset. Expiry and deletion. Data access.

Compliance 138

Compliance Legal Government Engineering 138

Intercom, Inc.

APRIL 6, 2020

Over the coming weeks, I, along with others on the team, will be selecting and sharing articles from the Inside Intercom archives that have proven helpful to our customers and visitors in the past. With so many of us looking for positive outlets for our increased time at home at the moment, we hope these articles can be helpful again.

Engineering 181

Engineering Entertainment 181

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

Technology 243

Technology Technology Social Media Start-ups 243

Totango

NOVEMBER 15, 2023

We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Learn more about specific partnerships and integrations in our recent announcement. What our customers are saying With a trScore of 8.1 What our customers are saying With a trScore of 8.1

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Customer Service Life

JANUARY 31, 2024

Second, it’s difficult to carve out time to do this work in a busy contact center where agents and customers are constantly hitting us with problems and questions. Quality Assurance sets a clear, concise standard for customer interactions Yes, I’m specifically talking about QA in a contact center environment.

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Intercom, Inc.

OCTOBER 25, 2021

The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer support product. Our leading customer communication platform is used by the most innovative companies worldwide, such as Unity, Spendesk, (add approved customer logos in here).

Innovation 198

Innovation Customer Relationship 198

Intercom, Inc.

MAY 19, 2021

It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? This surfaced as an increasingly large percentage of our product teams’ time being spent on operations or deep diving into understanding our small set of core technologies.

Technology 216

Technology Technology Engineering Start-ups 216

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. So, how does conversational support actually help us achieve this balance?

Customer Experience 204

Customer Experience Customer Satisfaction Engineering Retail 204

Intercom, Inc.

OCTOBER 6, 2022

Today, we announced that Eoghan McCabe, Intercom’s chairman, co-founder and former CEO, is returning to lead the company as CEO. Below is the email that Eoghan sent to the company after sharing the news with employees at All Hands. Karen was our COO at the time and the hope when I brought her on was that she’d some day become CEO.

Start-ups 118

Start-ups 118

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep. Be GREAT out there! Find their passion.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. But Jose, our lion hero, had a different perspective. Jose’s influence started to spread throughout the whole company.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Intercom, Inc.

JANUARY 17, 2023

At Intercom, we balance strong opinions about the future of customer support with our goal of meeting a huge variety of customer needs. Opinionated by default and flexible under the hood means our solutions are easy to use out of the box, but can be customized to suit specific needs”. Applying this principle to our work.

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

Beyond Philosophy

FEBRUARY 29, 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. It’s a big splurge for us, and we look forward to it. It was our version of Mental Accounting. However, physical money or goods affect our mental accounting, too.

Finance 78

Finance Customer Experience 78

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. Here are some of our favorite takeaways from the conversation. Onboarding, but make it remote.

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

APRIL 8, 2021

When he started the company with his partner about 10 years ago, the healthcare industry felt like it was still stuck in the past, technologically speaking. But if Joel has taught us anything, it’s that tech can actually help you to take better care of your patients. Joel Friedlaender: Sure.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Intercom, Inc.

JULY 14, 2020

But what does all this really mean, and how will it help us help our customers be more successful? Reading can be a magical way – and no, I’m not just talking about “Lord of the Rings” magical – to upskill, to broaden your knowledge, and to find creative ways to kickstart or level up in your career.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249