Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. With a track record of working at tech giants like Microsoft and Nokia, he offers top-notch advice to boost response rates while generating deeper insights from survey responses. Avoid bias and priming.

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

Intercom

FEBRUARY 29, 2024

It’s the world’s worst kept secret right now that the realm of customer experience is being completely transformed by AI – spanning customer support, success, and beyond. In customer-centric companies everywhere, strategies are being recalibrated, tactics switched up, and old playbooks thrown out the window.

AI 98

AI Customer Satisfaction Business Growth Start-ups 98

The Squawk Point

MARCH 22, 2024

Silo Thinking In every business, the work flows around the organisation something like this… Marketing specialists have an insight into what the customer wants. Research teams take that insight and develop a new product. Operations teams take the materials and produce products. Customers buy products.

Start-ups 52

Start-ups Customer Feedback Sales 52

Intercom, Inc.

MARCH 2, 2021

Customers reach out to you when they hit a roadblock in using your product and getting their job done, so it’s essential that you’re able to provide them with the right answer, quickly. If a customer has made the effort to contact your Customer Support team, it’s already a sign they need your help.

Machine Learning 248

Machine Learning Start-ups 248

Inside Customer Service

MAY 19, 2022

Helpful insights jumped into my brain while I wasn't even thinking about them. I was recharged and was amazingly productive for the rest of the day. How fatigue affects customer service Fatigue makes customer service difficult. Tired employees find it hard to build rapport with a customer. I came back refreshed.

Social Media 130

Social Media Start-ups Customer Service 130

Intercom, Inc.

JULY 28, 2022

By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees. In today’s episode, we sat down with Sanj to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Intercom, Inc.

OCTOBER 28, 2020

The name suggests how simple this new message type really is – you can now create a message that occupies that prime real estate at the top or bottom of your website, on desktop or mobile, where it can capture the attention of visitors and customers with announcements , promotions, proactive support , you name it. Product Tours.

Real Estate 239

Real Estate Start-ups Sales 239

Uniphore

JANUARY 26, 2022

Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore. To stand out, banks need to create an engaging, easy-to-navigate customer experience that balances quality of care with operational efficiency.

AI 130

AI Finance CX Technology 130

Intercom

APRIL 10, 2024

Intercom is leading the industry into a new era of AI-first Customer Service, and today we’re excited to reveal our latest breakthrough innovation – Fin AI Copilot. Fin AI Copilot gives every customer service agent their own AI assistant in the inbox, helping your team find instant, accurate answers based on your support content.

AI 69

AI Innovation Customer Service Gaming 69

Execs In The Know

APRIL 14, 2024

Lovevery , the acclaimed subscription-based early learning brand, is featured in an interview with Emily Sarver, the Vice President of Customer Experience. The company, recognized by Fast Company as one of the Most Innovative Companies, focuses on creating high-quality, sustainable play products that grow with your child.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

Intercom, Inc.

JULY 18, 2022

Des shares insights from the full range of his career – the chat is packed full of anecdotes and lessons about the origins of Intercom, the most enduring startup myths, his approach to angel investing, the challenge of SaaS product marketing, and much more. ’ You’re kind of screwed because like no one actually cares.”

Start-ups 118

Start-ups 118

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. And, like always, there was plenty of time to connect with colleagues and make new friends in CX.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. In This Article: What is Voice of Customer(VoC) and Why Is It Important?

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels. Why evaluate customer service training?

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Intercom, Inc.

AUGUST 13, 2020

This launch is a meaningful one for us because our Support team partnered hand in hand with the Product team to develop many of the features. We’ve always used Intercom to provide support for our customers and, as our customer base has grown, we’ve seen first hand the needs for better reporting and workflows in Intercom.

Engineering 211

Engineering Gaming Sales Customer Feedback 211

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Customers are vouching for brands that empower their agents and treat employees better. By harnessing the power of conversational AI and automation, businesses can optimize every conversation, increase NPS, improve customer LTV and achieve efficiencies. Register Now.

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

Fonolo

FEBRUARY 29, 2024

This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center. Make sure you let your customers know about your efforts. Talk about them in your consumer-facing marketing because customers care about security.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Intercom, Inc.

AUGUST 12, 2020

Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprecedented volume of enquiries and issues. Sophisticated reporting for valuable insights. Handling complex queries.

Start-ups 249

Start-ups Customer Experience Customer Service 249

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. People before product and profit. They may even prove a small distraction from what can seem like universally bad news right now.

Engineering 181

Engineering Entertainment 181

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

TeamSupport

JULY 13, 2023

And the B2B customer support industry is no exception to this transformative force. In our realm, businesses are looking to use AI technology to improve their operations, provide exceptional service, and increase customer support efficiency. the There are stark limitations of AI in replicating genuine, human empathy and understanding.

B2B 98

B2B AI Sentiment Analysis Customer Satisfaction 98

Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Why are you building this product, and why does it matter? People don’t typically discover and buy a product just because of its features.

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Intercom, Inc.

APRIL 21, 2020

One key aspect of forging these personal relationships is not just that customers feel they have a personal connection with a business, but that businesses can actually benefit from knowing their customers. Knowing their customers like this allows them to adjust depending on those needs. Have you tried talking to your customers?

Customer Feedback 186

Customer Feedback Transportation Actionable Insights Customer Retention 186

Intercom, Inc.

AUGUST 7, 2019

A great onboarding experience is one that proves to new users that your product will help them do the job that they want. Of course, many products have unavoidable complexity. That’s why all high stakes steps deserve care and thought, and possibly internal review and approval. Adopting a new product takes time and effort.

Start-ups 223

Start-ups Sales 223

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Why is Customer Trust Important for Startup Brands? Let’s get started!

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Intercom, Inc.

JULY 29, 2020

Companies work to unlock the story of their brand , to tell the story of their target customers, use data to tell stories about their industry or provide further insights. It’s those stories that are chock full of evocative details that build a stronger relationship with prospective customers”.

Customer Relationship 271

Customer Relationship 271

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. Of course, these surveys aren’t a foolproof way to improve customer service experience. An after-call survey is a feedback request given to a customer immediately after a call. Offers Customers Space to Vent. Thousands again.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

ECXO

APRIL 28, 2021

Customer Success – Sowing the Seeds for Mutual Growth. While the role of customer success is not new, it has rapidly become mainstream as companies now recognize its contribution to business growth. According to Jason Lemkin, “Customer success is where 90% of the revenue is”. Love and care”: Closing the Business Outcomes Divide!

B2C 96

B2C CX B2B Business Growth 96

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

Intercom, Inc.

APRIL 8, 2020

Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. How will this affect our productivity and our ability to keep core business activities going? Therefore, it’s incumbent on us to make sure Intercom is stable and robust at this time, and that we keep shipping new features.

Engineering 223

Engineering Start-ups 223

Intercom, Inc.

SEPTEMBER 30, 2021

Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, eager to get into software and product design, she moved to San Francisco. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Intercom, Inc.

SEPTEMBER 1, 2021

At Intercom, we believe the best products are built with the market in mind. That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . This means better outcomes for everyone: from the teams we work with to, more importantly, our customers.

Start-ups 138

Start-ups Sales Gaming 138

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249