Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. If you aren’t familiar with internal customer service, here are a few things you should know. What is internal customer service? Why is internal customer service important? Internal customer service trends and statistics.

Customer Service 98

Customer Service B2C Start-ups Legal 98

Help Scout

SEPTEMBER 7, 2021

They might love the product, and your service is just okay enough not to make a difference. Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances.

Customer Service 118

Customer Service Scorecard NPS Customer Satisfaction 118

Logicalware

FEBRUARY 1, 2023

Understanding the customer journey The first step to delivering proactive customer service is understanding your digital customer journey – the who and the why come into focus. Most organisations adopt a reactive and disconnected approach to their customer support strategy.

Customer Service 52

Customer Service Touchpoint Customer Experience Customer Expectations 52

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service VOC Start-ups NPS 127

Zendesk

AUGUST 4, 2021

Scaling your startup with customer service. “In In the early days of the startup, the founder is often the lead product developer, chief salesperson, and customer service representative,” writes Joseph Pickens in Business Horizons. The golden rule of customer service?

Customer Service 98

Customer Service Social Media CX AI 98

Intercom, Inc.

DECEMBER 6, 2022

Whether we’re creating tools that improve personalization or strengthening our privacy and security, Intercom has always been committed to bringing a personal touch to every change we make to our product. This is the ninth post in a series exploring our product principles. Why is this principle important to teams at Intercom?

Artificial Intelligence 129

Artificial Intelligence Customer Satisfaction Machine Learning Omnichannel 129

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. B2B Customer Journey Touchpoints and Your Team.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 81

Customer Service Healthcare AI Artificial Intelligence 81

Help Scout

JULY 15, 2021

In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them. If you don’t know what questions to ask, seek out someone who can guide you. If you don’t use seasonal staff, how do you keep agents engaged and productive during lulls?

Education 115

Education Customer Service Legal Compliance 115

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. Ask customer service interview questions that dig into their attitude toward learning technical topics. My guide to hiring for customer service may help, too.

Customer Service 91

Customer Service Start-ups Sales Customer Experience 91

Zendesk

JANUARY 31, 2021

It also showed us that messaging was made for customer service. Customers are reaching out for help more than ever before, and messaging is their channel of choice. Much like we did with email back in the day, we’re here to make messaging customers as simple as messaging your peeps. We call it Zendesk messaging.

Customer Service 98

Customer Service Case Management AI Touchpoint 98

Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Plus, they build trust by demonstrating the breadth of a brand’s knowledge to its customers and prospects.

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

AI 82

AI Customer Service Contact Center CRM 82

Sprinklr

AUGUST 10, 2021

It’s not surprising that agent attrition is such a problem in customer service departments. When a good agent resolves a customer issue with a high happiness score, that case becomes a go-to example for guiding other agents toward the same result. AI for predicting customer satisfaction (CSAT).

AI 98

AI CXM Contact Center Customer Satisfaction 98

Totango

MAY 13, 2022

Onboarding is one of the first times your customer engages with your business. The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Fonolo

FEBRUARY 14, 2023

We’ll break it down for you, take a closer look at the various types of automation – and share a step-by-step guide to getting started. Here are some popular examples: Chatbots automate simple customer service Chatbots use artificial intelligence to answer your customers’ questions with instant responses.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

AI 72

AI Customer Service Contact Center CRM 72

Intercom, Inc.

DECEMBER 8, 2020

Metrics inform your customer support experience and can reveal potential issues with internal performance or processes while highlighting new opportunities and features for your product. Collecting concise metrics creates a rich tapestry of data to interpret and empathize with customer behavior. First response time.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Help Scout

MAY 14, 2021

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. is taking the productivity technology space by storm. It’s safe to say Brain.fm

Customer Service 110

Customer Service Technology Technology 110

Zendesk

JANUARY 19, 2022

In a perfect world, every customer would be 100% happy with every purchase. Shipments would arrive ahead of schedule, products or services would exceed expectations, and we could forever banish the terms “return” or “refund” from our daily lexicon. Making the business case for best-in-class customer service.

Sentiment Analysis 52

Sentiment Analysis Customer Service Start-ups Customer Satisfaction 52

Zendesk

MAY 19, 2021

Many customer service agents reach a point in their career when they decide they want to transition into a new role. Those next steps could take you in many directions: sales, customer success, or people ops, to name a few. But one of the most likely moves is to become a customer service manager.

Customer Service 52

Customer Service Hospitality Hospitality Construction 52

Totango

APRIL 13, 2022

Thanks to the digital age we are living in, your customers can be connected and working anytime, anywhere. In order to be successful, keep your customers happy and continue providing them the value they want from your product, you need to be approaching customer success with a “modern” mindset.

AI 91

AI Start-ups Technology Technology 91

Zendesk

APRIL 29, 2022

Whether it’s measuring and enforcing SLAs or OLAs or creating workflows around deadlines, reminders, or follow-ups; this app has got you covered. It features unlimited timers with flexible workflows. Each timer can have its own custom ticket actions based on timer events.

Artificial Intelligence 98

Artificial Intelligence Contact Center CRM Omnichannel 98

Execs In The Know

APRIL 28, 2022

Attended automation— artificial intelligence and machine learning used to support live agents, not replace them —delivers ongoing training, real-time workflow guidance and policy enforcement, and noteworthy improvements to KPIs across the board. This means most customers won’t contact an agent directly unless they have no choice.

Contact Center 98

Contact Center Machine Learning Artificial Intelligence Customer Satisfaction 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Education Social Media 82

Totango

AUGUST 16, 2022

Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. Here’s our guide to today’s best customer retention management software. First, we’ll define what customer retention automation is.

Customer Retention 98

Customer Retention CRM Customer Relationship Management Customer Loyalty 98

Zendesk

JULY 27, 2023

Bazaarvoice Bazaarvoice + Zendesk (Support) integration enables you to build an efficient, effective UGC program that delivers high-quality customer experiences and improves customer service across the shopping journey. This information is available in custom fields you can use to build personalized workflows.

E-commerce 52

E-commerce AI Retail Education 52

Zendesk

NOVEMBER 28, 2023

This support extends from pre-purchase to post-sale, focusing on completely resolving consumer issues while also driving home the value and functionality of the SaaS product. Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. AHT consists of hold time, talk time, and post-call work.

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

Logicalware

JUNE 13, 2023

Enter Agent Assist: the intelligent customer service solution powered by Conversational AI that empowers agents to deliver exceptional service while leveraging automated capabilities. Sentiment analysis for enhanced understanding Understanding customer sentiment is crucial for delivering exceptional customer service.

AI 52

AI Sentiment Analysis Machine Learning Start-ups 52

Zendesk

SEPTEMBER 21, 2023

With a seamless and integrated workspace, your agents can smoothly deliver effective and personalized customer support, streamlining their workflow for maximum efficiency. Swarmica Swarmica (Support) is a KCS Enablement Platform designed to help implement KCS workflow.

Hospitality 52

Hospitality Hospitality Sentiment Analysis AI 52

Zendesk

APRIL 20, 2023

This includes providing recommended responses or help center articles that can make service point and click. We believe AI will touch and guide each and every customer touchpoint in the next five years. Similarly, generative AI can help to make workflows more dynamic and responsive to changes in customer needs.

AI 96

AI CX Artificial Intelligence Start-ups 96

Intercom

SEPTEMBER 12, 2023

As the customer service space finds new and exciting ways to work with AI, the roles, responsibilities, and career paths that make up support teams are being reshaped. At Intercom, we firmly believe that AI will turn customer service into a more fulfilling, impactful, and opportunity-filled career.

AI 59

AI Engineering Start-ups Customer Service 59

Zendesk

JANUARY 25, 2024

An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Thankfully, implementing AI technology with call center software makes delivering an exceptional customer experience easy.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Intercom

AUGUST 23, 2022

Support plays a critical role in customer retention, with 32% of consumers citing bad customer service as the main reason they discontinued business with a brand. Meet customers in the right place and the right time. Customer support and customer loyalty are two sides of the same coin.

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105