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Shep Hyken
SEPTEMBER 3, 2021
She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . What is a CX management platform? Eases access to customer information .
Customer Think
MARCH 6, 2023
Advanced AI & NLP empower sellers to instantly transform complex financial data and insights into deeply tailored account strategies, plans, and content using prompts, guides, and one-click downloads
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How Retailers Are Transforming Customer Experiences with Data & AI
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Callminer
AUGUST 4, 2023
CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimately, business value from the CallMiner platform.
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Callminer
JUNE 2, 2023
CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.
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Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Callminer
MARCH 31, 2023
Bruce McMahon, VP of Product Management, highlights CallMiner's latest platform enhancements, including new speaker measures by talk time percent and duration, and hierarchy filtering in Alert.
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Intercom, Inc.
MAY 5, 2020
Over the past few years, we have given a lot of thought to the ingredients of a successful app ecosystem, the effort involved in developing a thriving platform, the consideration required to build fruitful partnerships. The pains of growing a platform. Building a developer economy around Intercom.
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Adrian Swinscoe
JULY 14, 2023
Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. […] The post The messy middle of customer service revisited – Interview with Michael Ramsey of ServiceNow first appeared on Adrian Swinscoe.
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Intercom, Inc.
JUNE 19, 2019
And as the Group Product Marketing Manager for Platform here at Intercom, I’ve loved seeing all the creative apps our partners have built. One of the most successful platforms we and many others in the industry look up to for inspiration is Slack. Here are five quick takeaways: What’s a platform? Short on time?
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Lumoa
JANUARY 8, 2024
This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Whether it’s a tweet, a customer email, or a product review, text analysis software digs in, using Natural Language Processing (NLP) to identify key phrases and customer sentiments.
Comm100
APRIL 22, 2024
The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Keeping workflows flexible and scalable helps maintain productivity even as business needs evolve.
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Customer Think
FEBRUARY 22, 2024
Digital platforms have raised consumer expectations by offering a wide range of products and services. In the dynamic world of e-commerce, understanding your customers is key to success. Meeting customer needs is critical in today’s competitive e-commerce landscape. To avoid […]
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Beyond Philosophy
MARCH 29, 2024
Contacting people about products or services can take time and effort. It shows how communication norms differ across platforms. Understanding the norms of each platform and maintaining in-person connections can help avoid being ghosted. Some think not responding is rude, while others argue it’s acceptable.
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Intercom, Inc.
MARCH 28, 2022
Third, the lines between sales, marketing, product, and support are blurring. By using one platform for all of your customer communication needs, you can also develop a deeper and more cohesive understanding of your customers, leading to game-changing insights as well as more customer-centric – and time-saving – workflows behind the scenes.
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Intercom, Inc.
JANUARY 16, 2020
Miro has made the move from product to platform. So we wanted to bring a little bit of art into the day-to-day job of each person who uses our product. Especially those who are in design, product management, etc. These types of people totally understand the change and are inspired by the company and the product now.
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Zendesk
MARCH 13, 2024
Its automation platform integrates with any backend system and provides robust analytics and reporting. This acquisition builds on the launch of Zendesk AI , the fastest-adopted product in the company’s history. Ultimate’s AI agents automate up to 80 percent of support requests.
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Totango
NOVEMBER 8, 2023
Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.
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Customer Think
DECEMBER 7, 2021
Advanced case management capabilities will empower business users to become citizen developers and realize the true value of automation.
Totango
JANUARY 3, 2024
Allow us to reintroduce ourselves Totango is customer success software businesses can’t outgrow, providing unlimited scalability and unmatched time to value to help cross-functional enterprise teams drive productivity , retention , and expansion. Plus, industry experts agree.
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Totango
SEPTEMBER 22, 2023
“Totango believes being an open platform, working with a wide range of capability used in the enterprise, is vital to ensuring customer success can have the maximum impact of helping businesses retain and grow their customers. CS has the 360-vantage point to know where customers are engaging with products and where they’re struggling.
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Totango
NOVEMBER 27, 2023
Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. The report states that our platform offers “laudable flexibility.”
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Intercom, Inc.
JUNE 22, 2020
In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. In-app messaging allows marketers to engage users at just the right time, to facilitate onboarding, share product updates, offer support, or promote relevant offers.
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Lumoa
JANUARY 15, 2024
When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform. They should be able to answer simple questions and guide customers to products.
Intercom, Inc.
FEBRUARY 14, 2019
It might be to launch a new product, to define a new category or to hit $1M in revenue. You hit your goal – you launched that new product, defined that new category, hit $1M in revenue. Figure out how your product can solve the problem you originally solved, but for a broader set of customers. Build your next big product.
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Customer Experience Matrix
APRIL 15, 2024
The immediate question is whether it can retain its position as a primary platform for customer data and customer-facing applications, or that role will be taken over by cloud platform vendors like Google Cloud, Amazon Web Services, and Microsoft Azure and cloud database specialists like Snowflake and Databricks.
DMG Consulting
JANUARY 1, 2024
The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.
Totango
JANUARY 3, 2024
Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making.
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TeamSupport
MARCH 18, 2024
Self-Service Support with TeamSupport Software TeamSupport’s self-service platform is designed with the customer in mind. Knowledge Base At the heart of TeamSupport's self-service platform is the Knowledge Base. Customer Hub The Customer Support hub serves as a centralized place for all support information and product knowledge.
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Intercom
NOVEMBER 29, 2023
Could another customer service platform be a better fit for your team? It may seem like the worst time to consider switching to a new customer service platform, but as you read more and more about the changing world of customer service, you might be feeling like your current tool is holding you back.
Totango
NOVEMBER 15, 2023
TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. We love data-driven insights.
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Intercom
MARCH 7, 2024
Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. A consolidated platform is far more beneficial and efficient than trying to pull data from multiple point solutions or managing separate parts of your process through specialist tools.
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SurveySensum
APRIL 1, 2024
Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. When it comes to consistency in product and service delivery, establishing clear standards is key.
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Zendesk
MARCH 16, 2023
Listen to customers to ensure product-market fit. The platform would enable developers to understand who was using their platforms, when, and why, and help them engage meaningfully with those customers. It’s still a customer-engagement platform with more than 1,200 employees and a global footprint.
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Fonolo
JUNE 13, 2023
If you’re considering a call-back solution for your contact center, here are some things you’ll be glad to know before you decide which product is right for you. Fonolo’s approach is different Fonolo’s cloud-based platform-agnostic approach that is easy to deploy on any call-center. Top 7 Problems Fonolo Call-Backs Can Solve 3.
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Zonka Feedback
OCTOBER 27, 2022
Introducing the all-new Zonka Feedback: Build amazing products with the Product Feedback Platform, transform Customer Service with help desk and agent surveys, and excel in CX Management with Automation & Workflows. And we're committed to providing you a platform that helps you do exactly that, in the smartest ways.
SurveySensum
MARCH 20, 2024
A Customer Experience Management tool or software helps businesses monitor, manage, and improve the overall customer experience with their products, services, or brand. One-On-One CX Consultation: SurveySensum is a DIFM platform – they will do everything for you. What is a Customer Experience Management Software?
Customer Think
JANUARY 30, 2023
Platforms like YouTube, Instagram, and Twitter have grown rapidly and are not showing signs of slowing down. It’s possible to use social media to share helpful content, promote products, forge […] By now, we all know that social media marketing is one of the best ways to build rapport with your audience and grow your business.
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Hodusoft
APRIL 1, 2024
HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. These rankings are not based on meticulous evaluation processes grounded in user feedback and performance metrics.
Shep Hyken
JULY 19, 2022
Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience. How does the GigCX work?
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SurveySensum
FEBRUARY 13, 2024
User Experience means how people get and engage with a service or a product. Creating detailed customer profiles is key; it allows you to tailor your services and products to meet user expectations. Strategy 2: Design for Simplicity and Intuitiveness When creating your product and services, remember: that simplicity is key.
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TeamSupport
JULY 25, 2023
So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Yet, a major challenge is the technology customer support agents use, which slows down productivity. On any typical day you’ll find your agents jumping between systems or platforms during any one conversation.
Totango
JUNE 21, 2023
We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! To address this gap, we’re excited to announce the upcoming beta release of Totango In-App, a product designed to drive alignment and break down silos within organizations.
TeamSupport
JULY 31, 2023
The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Where do they offer ongoing feedback, report issues regarding product use, ask general questions, or simply get help at the moment needed? Come See for Yourself!
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Totango
MAY 19, 2021
Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. How to Use the Customer Success Platform Evaluation Scorecard Template. We chose six factors to evaluate, including: Product Analytics and Adoption. Do I want to work in this platform? Customer 360.
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