Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. The customer experience team at Slack sits within the product organization. All hands on support. Click here.” Scaling support through conversations.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

The DiJulius Group

MARCH 21, 2024

CNBC reports in an article, How Walmart, Delta, Chevron and Starbucks are using AI to monitor employee messages, there is a strong likelihood that artificial intelligence is scrutinizing your communications on platforms like Slack, Microsoft Teams, Zoom, and similar apps.

Artificial Intelligence 75

Artificial Intelligence AI Contact Center Customer Satisfaction 75

Qualtrics

JUNE 23, 2016

Qualtrics is proud to announce its partnership with Slack, focused on bringing together communication, insights, and action at a never-before-seen pace. Slack is the leading communication platform for efficiency-seeking organizations. Conducting surveys within Slack. Quick Look: Send Survey Responses to Slack.

Customer Feedback 32

Customer Feedback Customer Service Customer Experience 32

Intercom, Inc.

AUGUST 8, 2019

? ? ?. Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience.

Customer Experience 168

Customer Experience Start-ups Engineering Hospitality 168

Intercom, Inc.

JANUARY 12, 2022

When they’re not “inboxing” you can usually find them on Slack , helping each other out and collaborating with other teams. That was when I decided to leverage the wonders of Slack! Our support reps spend their entire day having conversations within our product, so they’re an invaluable source of feedback around our product.

Customer Feedback 118

Customer Feedback Start-ups Engineering Customer Satisfaction 118

Zendesk

NOVEMBER 29, 2022

Actioner (Support) allows knowledge workers to run their daily tasks without leaving Slack. Using its no-code designer, people can build Slack apps on their own and publish them. Slack-first solutions in the app directory consist of ready-made actions and workflows and can be used in Slack right away after installation.

Finance 98

Finance AI VOC Construction 98

Intercom, Inc.

JULY 15, 2021

Allow reps to live chat from Slack. Route conversations to specific Slack channels based on your team inboxes in Intercom. Then, respond right there from Slack so you don’t waste any time engaging leads while they’re still active on your site. . There are a number of integrations that make this a snap.

CRM 232

CRM Sales Start-ups Innovation 232

UJET

AUGUST 5, 2020

My favorites are setting up a distinct working space for structure, using my calendar to schedule blocks of time dedicated to project work, and utilizing a collaboration tool like Slack. UJET has been a Slack-heavy company from the start and understands that work is better with fewer emails. Project Management.

Start-ups 133

Start-ups Actionable Insights 133

Intercom, Inc.

FEBRUARY 19, 2019

With the Slack app for Intercom , you can route conversations to specific Slack channels based on your team inboxes. For example, you can set up a notification that pings you in Slack any time one of your most important leads starts or responds to a conversation. These apps will help you connect with your VIP leads faster.

Sales 163

Sales Outlook CRM Start-ups 163

Inside Customer Service

JULY 13, 2023

Text or Slack a few words of appreciation to a coworker who is doing great work. Those opportunities don't exist with your remote coworkers unless you intentionally create them. So try being intentional. Schedule a virtual coffee to get to know a coworker. Login early to a video conference so you can chat before the meeting begins.

Contact Center 187

Contact Center Customer Service 187

Help Scout

JUNE 30, 2021

Especially in a Slack-like environment, information can quickly scroll out of view. Take part in social Slack. At Zapier you are encouraged not to have Slack on your phone. We use Slack statuses to let people know you’re in a meeting, offline, or just on a quick break.” – Cheryl Spriggs, Zapier. Leave good handovers.

Legal 134

Legal Start-ups Healthcare Customer Service 134

Customer Think

JANUARY 13, 2022

Companies like Slack and […]. Product-led growth is taking Silicon Valley by storm with companies crediting their recent IPO success, and chances are, you know what product-led growth is without knowing the term ‘product-led growth’ (PLG).

Customer Acquisition 91

Customer Acquisition Technology Technology 91

Zendesk

MAY 25, 2022

Join the right Slack channels. Slack is where so much of the conversation happens—under the surface, off social media. Before you do anything else, you want to join the Zendesk Community Slack channel and go #say-hi to everybody there. Finally, although it’s not a Slack channel, we have to mention the LinkedIn group CX Network.

CX 98

CX Social Media Start-ups Sports 98

Intercom, Inc.

JUNE 16, 2020

Companies like Apple, Netflix, and Slack have proven the profitability of a customer-centric ethos. Take Slack – this one-time gaming startup has grown from a new way of working into the way of working and is now worth over $20 billion. What is new is the widespread commitment to fulfilling this purpose. Behind their growth?

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. “I joined Slack at a revenue stage of 50 million ARR. I joined Slack at a revenue stage of 50 million in ARR.

Sales 177

Sales Start-ups Technology Technology 177

Zendesk

NOVEMBER 14, 2023

Conversation bots for Slack Direct Messages (DM) Additionally, the Zendesk conversation bot can now be leveraged in Slack Direct Messages (DM) to provide better self-service. See more details about our conversation bot for Slack DMs here. Read more about our advanced AI capabilities here.

Innovation 52

Innovation AI Finance Customer Service 52

Zonka Feedback

JULY 7, 2023

The cloud-based technology company Slack has capitalized on the pent-up demand for a workplace communications tool and has become the tech darling of Silicon Valley. Using Intercom and looking for NPS Survey Tool to measure your Customer Loyalty? Here's a list of top NPS Tools for Intercom you can use. But do you know how? Customer loyalty!

NPS 52

NPS Customer Loyalty Technology Technology 52

Zendesk

NOVEMBER 29, 2021

Agent from Foqal (Support) helps you manage Slack conversations from Zendesk. With Foqal’s Zendesk/Slack integration, manage all of your Slack conversations from across all of your customer channels while getting all of the powerful features of Zendesk–all through Foqal.

CXM 105

CXM Sports Contact Center B2B 105

Zonka Feedback

MARCH 30, 2023

Slack went from zero to a $7 billion valuation in just five years, Dropbox gathered sales of $1 billion in less than 10 years, and Hubspot has a current valuation of $19.76

Customer Feedback 52

Customer Feedback Sales 52

Doing CX Right

JANUARY 15, 2023

Brian Elliott, SVP at Slack and Executive Leader of Future Forum, and Stacy Sherman talk about the future of work and tactics to stay ahead of the curve. Learn about scheduled flexibility & how to retain a customer-centric distributed team. The post The Future of Work and Scheduled Flexibility appeared first on Doing CX Right.

CX 59

CX 59

Intercom, Inc.

MAY 7, 2019

From posting in industry-specific Slack communities to republishing on Medium, from targeting industry newsletters to repurposing your content into new formats, the challenge is not coming up with tactics that might grow your audience, it’s figuring out which ones are going to work for you. . Even “information” is opinionated.

Social Media 222

Social Media B2C Start-ups B2B 222

Totango

MARCH 8, 2022

CS in Focus is a CS community for CS professionals hosted on Slack. They host a Slack channel CS community as well as a Meetup Group, blogs, a newsletter, a job board and other resources. Participants can join their Slack forum by submitting an online form, which includes the option of requesting to speak at the group’s next event.

Social Media 117

Social Media B2B Customer Loyalty Start-ups 117

Intercom, Inc.

MARCH 9, 2021

Firsthand strategies from customer-centric companies like Slack , Zapier , Wootric , and more. The latest blueprint for positioning support as a key value driver in your business. Chatbot and proactive message templates for providing fast, personal support. Happy customers or a high performing support team? Get the ultimate guide??.

Customer Expectations 170

Customer Expectations Customer Experience 170

ModSquad

JANUARY 10, 2023

Mods, be sure to give Rich a virtual high five in Slack, at Camp ModSquad, or during our Extra Life charity event. Here’s our new CXO Rich Weil explaining it in his own words. Clients and partners, don’t hesitate to give Rich a shout online or hit him up for a drink at the next conference.

Social Media 98

Social Media CX Start-ups Customer Experience 98

Intercom, Inc.

APRIL 14, 2020

I do a morning stand-up for my team every morning and I publish a daily Slack post to ensure people are getting all of the information they need. When healthcare startup accuRx experienced a huge surge in conversation volume due to COVID-19, they turned to Resolution Bot to help pick up some of the slack. Leaders need support too.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Zendesk

JUNE 29, 2023

Worknet (Support) helps companies support their internal and external customers natively inside Slack. The Slack conversations can also be synchronized back to Zendesk, and any comment posted in Zendesk will update the Slack conversation. Any message posted in Zendesk will be shown in the Slack conversation and vice versa.

Invoicing 52

Invoicing AI Legal CRM 52

Zendesk

JULY 9, 2021

Slack has allowed us to really provide the experience we want to deliver: The satisfaction of the customer always goes up, and the overall resolution time goes down.” — Jon Brummel, senior manager of premier support at Zendesk. Over 10 million people use Slack daily. Price: Slack has free and paid plans. WhatsApp Business.

Customer Service 98

Customer Service Start-ups B2C Customer Satisfaction 98

Zendesk

DECEMBER 15, 2022

Additional apps added in December: Suptask (Support) is the next-generation solution of working with tickets, where your conversations on Slack are turned into a full-blown ticketing system, without leaving Slack. Users in your Slack workspace can submit and track tickets without leaving your Slack workspace.

Construction 52

Construction Artificial Intelligence Outlook Government 52

Callminer

MARCH 25, 2020

In fact, one team member started a slack channel #fun-pets-of-callminer ! One team member started a slack channel #fun-pets-of-callminer! And after just a couple weeks, if we have interactions where dogs and cats don’t interrupt, we ask about them.

Start-ups 182

Start-ups Finance Compliance Contact Center 182

Zendesk

AUGUST 10, 2023

Here’s how Anomalo does it: Set up a Slack channel with customers: The moment customers have a question or a piece of feedback, they can post it in Slack and instantly reach the Anomalo team. Businesses should regularly solicit feedback to ensure they’re meeting customers’ needs.

Machine Learning 52

Machine Learning Customer Retention Start-ups Customer Feedback 52

Logicalware

AUGUST 21, 2022

Slack is a new way to communicate with your work team. Slack has been customer-centric from the start and was born out of listening to complaints about email. Data and feedback are massive at Slack. It offered a solution for banking that was less than user-friendly. It’s faster, better organised and more secure than email.

Customer Satisfaction 52

Customer Satisfaction NPS Start-ups AI 52

Customer Service Life

FEBRUARY 4, 2019

Integrate Slack with support tools. Slack has revolutionized contact center communication. Still, I was stopped dead in my tracks earlier this year when a client asked, “Is there anything out there that’s better than Slack?” I thought Slack had completely disrupted their space. Wait, what? Supercharge self-help.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

Fonolo

MARCH 30, 2020

If you’re expecting everyone to be reachable on Slack or Email in a certain amount of time, make sure everyone is aware of that and is able to meet that expectation. Moving your team remote means using tools like video conferencing & Slack a LOT more than normal, so take your time to find the right one for your team.

Contact Center 133

Contact Center Start-ups Gaming Technology 133

Intercom, Inc.

SEPTEMBER 22, 2020

People live in Slack, they live in the messenger. He advises looking to Slack, Dollar Shave Club, and Zoom as examples of companies that provide a far superior end-to-end customer experience than the incumbents they disrupted. At Intercom, we call these types of personal interactions conversational experiences.

Gambling 211

Gambling B2B Education Business Growth 211

Taylor Reach Group

AUGUST 13, 2021

So we cut them some slack. Our personal lives and work routines slowly adapted to a new norm. Yet, the contact centers we called were still experiencing a higher than expected call volume.

Contact Center 170

Contact Center Start-ups Technology Technology 170

Customer Service Life

APRIL 27, 2018

I recently wrote a couple articles about how support teams use Slack — one about using it to improve communication and the other about ways to keep it organized. While researching for those articles I was blown away by the cool integrations available for Slack. Guru makes this a whole lot easier.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Intercom, Inc.

MARCH 9, 2020

Personally, I like to pair it with an emoji or two to soften the clarification on Slack. Yes, it’s direct, but it’ll nip any confusion in the bud and get your conversation back into a productive, healthy place. E xpress yourself. At the end of the day, communication isn’t just getting information from A to B.

Start-ups 276

Start-ups 276