Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. We invested in more social and video content as well to connect with more of you. The best of the blog.

Engineering 150

Engineering Start-ups Gaming Sales 150

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Ameyo Callversations

FEBRUARY 16, 2022

In today’s trend, with automation, the world of banking is slowly getting self-service oriented to cater to the needs and demands of digital-savvy customers. With the help of a chatbot for banking , the customers can perform any financial transactions without much hassle through text or voice. – Juniper Research.

Artificial Intelligence 98

Artificial Intelligence AI E-commerce Data Entry 98

VOZIQ

MAY 21, 2023

Customer churn is due to several factors, such as poor customer service, ineffective marketing strategies, and stiff competition. High customer churn can result in significant revenue loss and impact the company’s reputation, among many other repercussions.

Social Media 40

Social Media Customer Retention Customer Expectations Customer Relationship Management 40

Hodusoft

SEPTEMBER 7, 2022

Accessibility is one of the essential aspects of delivering an impeccable customer service experience. The inbound contact center serves as the point of access for customers for queries, complaints, issues, and feedback. Resolution of customer issues becomes easier when the business integrates inbound call management software.

Omnichannel 52

Omnichannel Social Media CRM Customer Satisfaction 52

Fonolo

JANUARY 10, 2019

Outsourcing work is appealing for many reasons: It can save your business money, resources, and under the right circumstances, a serious headache. However, the decision becomes more complicated when outsourcing means that another company will be in interacting with your customers. This is certainly the case with call centers.

Contact Center 103

Contact Center Artificial Intelligence Data Entry Social Media 103

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Your team members are buzzing with energy, and you feel a surge of creativity and motivation. Where would you prefer to work?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Doing CX Right

OCTOBER 20, 2020

Customers, including me, spend triple the price at Starbucks compared to other local coffee shops. The reason is that the most reputable brands, like Starbucks, proactively LISTEN to customers and use feedback to deliver personalized experiences that exceed customer expectations. Customer perception is YOUR reality. .

Gaming 69

Gaming VOE VOC Close the Loop 69

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Social Media 54

Social Media Sentiment Analysis Customer Expectations CRM 54

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

AI 52

AI Customer Experience Social Media Machine Learning 52

Callminer

AUGUST 6, 2019

Make sure any call center software you consider is capable of integrating with your CRM, social networking tools, helpdesk software and even marketing tools. As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever.

Contact Center 140

Contact Center VOC Social Media AI 140

Logicalware

AUGUST 26, 2021

There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

Fonolo

APRIL 24, 2018

About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 99

Contact Center Social Media Customer Service Start-ups 99

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interconnected and interrelated. And still, it is amazing how long a customer is made to wait even today.

Customer Service 86

Customer Service Social Media VOC Customer Feedback 86

SurveySensum

FEBRUARY 24, 2023

In today’s competitive market, customer satisfaction is crucial for businesses to succeed. After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. Ready to take your customer satisfaction to the next level?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience?

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Read on to find out why a chatbot is the best solution for your customer interaction needs.

Customer Satisfaction 53

Customer Satisfaction Social Media Sales Artificial Intelligence 53

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. Still, customers don’t respond to a non-apology the same way they do a sincere one.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. Is this your case?

Technology 77

Technology Technology Agriculture Retail 77

Comm100

NOVEMBER 8, 2018

Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. And customers themselves may be vocal about the need for new channels to be added. Social media. Live Chat. Knowledge base.

Social Media 51

Social Media AI Machine Learning Technology 51

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. Understanding Your Customer’s Expectations.

Customer Expectations 64

Customer Expectations Social Media Customer Service Customer Loyalty 64

Fonolo

APRIL 24, 2018

About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 57

Contact Center Social Media Start-ups Customer Service 57

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Comm100

JUNE 25, 2020

It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. It’s a good idea to let your customer base know where you stand on controversial topics. Making It About You.

Customer Service 52

Customer Service Social Media Start-ups B2B 52

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

VOC 58

VOC Social Media Start-ups Customer Loyalty 58

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

SugarCRM

JANUARY 13, 2022

The value of a customer is an age-old debate among company executives and changemakers, and often it narrows down to how much revenue a customer gives to the business. Your customers expect the best across every touchpoint of the buying cycle, from personalization to support channels. Think about yourself as a customer.

Social Media 26

Social Media CX Customer Loyalty Engineering 26

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Social Media Non-Profits Sales 0

Qualtrics

APRIL 2, 2020

We’re highlighting some of the leading examples of brands adapting to the situation by providing experiences that make a difference to their customers and employees at this time. . Right now, customer needs are changing every day. The COVID-19 crisis is unprecedented and the road map for the year ahead has been ripped up. DoorDash .

Healthcare 40

Healthcare Transportation Social Media Touchpoint 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

Comm100

NOVEMBER 3, 2017

Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The Basics of Social Media Training. Introduction.

Social Media 46

Social Media Social Listening Start-ups Legal 46

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

VOC 32

VOC Social Media Start-ups Customer Loyalty 32

Intercom

MARCH 9, 2023

Recent breakthroughs with large language models have exceeded all of our expectations. We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. But we weren’t quite expecting just how quickly the recent advancements in OpenAI’s ChatGPT would unlock new possibilites.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Intercom, Inc.

JUNE 21, 2018

That means your focus should be on building the right customer profile and developing precise messaging to reach them. Max is a proponent of combining old-school techniques with new tools like using messengers to catch potential customers when they visit your site looking for a specific answer.

Sales 183

Sales Start-ups Finance Education 183