Inside Customer Service

AUGUST 10, 2023

There's a scene that starts 35 seconds in which shows a brief customer service interaction. That’s completely up to you. It starts by getting people to trust us through rapport and then listening to their needs. How to grow your problem-solving skills Start with the end in mind. Here's an exercise that can help.

Customer Service 204

Customer Service Start-ups 204

Customer Think

NOVEMBER 21, 2023

He is starting a new business, but that isn’t the problem, although I am sure we can all agree that starting a new business is fraught with pickles. John is up for it, though. One of our listeners, John, is in a pickle. He needs help with getting other people to help sell his […]

Sales 59

Sales Start-ups 59

Inside Customer Service

OCTOBER 12, 2023

Vague: "Would you like to start with an appetizer?" Concrete : "Would you like to start with our signature table-side guacamole." I rarely want to start with an appetizer, but I’m almost always down for table-side guacamole. These results back up many anecdotes I’ve seen in the field. Delicious food and a show?!

Customer Satisfaction 230

Customer Satisfaction Contact Center Customer Service Customer Expectations 230

Intercom, Inc.

JUNE 22, 2022

They find themselves in a one-way conversation – not a good start to any relationship. Intercom SMS opens up the conversation. Scheduling for outbound sales: Integrate scheduling tools like Chili Piper and Calendly to create a smoother experience for prospects and customers by allowing them to set up a call via a link in an SMS.

Start-ups 211

Start-ups Customer Experience Customer Service Sales 211

Intercom, Inc.

SEPTEMBER 14, 2021

If you want to ship great product that users love, you need to start with a clear understanding of what problem you’re trying to solve for your user and why. At Intercom, we always “ start with the problem ” when beginning any project – it’s part of how we apply the Jobs-to-be-Done framework. Start with the solution.

Start-ups 224

Start-ups 224

Intercom, Inc.

JUNE 15, 2022

But focusing on the core product can often come at the expense of deeply considering what the onboarding process – the real-world process customers have to go through to start getting value from the product – will be like. At best, poorly thought out onboarding could mean customers take weeks or months to start using a new product.

Start-ups 194

Start-ups Customer Experience Sales Gaming 194

Lumoa

SEPTEMBER 1, 2023

Let’s get started! Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! New guides in the Knowledge base to level up your Lumoa experience ???? Lovely seeing you again, back with more exciting Lumoa updates! Check it out below!

Actionable Insights 157

Actionable Insights CX Customer Feedback B2C 157

Customer Think

NOVEMBER 13, 2023

With two of the biggest shopping days of the year, Black Friday and Cyber Monday coming up, businesses are preparing for the start of the upcoming sales seasons and looking for ways to expand their customer bases past the most anticipated weekend of the year.

Retail 72

Retail Start-ups Sales Customer Loyalty 72

Inside Customer Service

FEBRUARY 16, 2023

Let's start with a definition of rapport so we're all on the same page. If you want to make a customer feel welcome, you have to go beyond the words you use: Start with a smile. I must have looked stunned, because the customer followed up with, "Well, you asked!" Email Address Sign Up privacy info Almost finished!

Customer Service 243

Customer Service Start-ups 243

Intercom, Inc.

MAY 16, 2022

Too often, a discussion can become unfocused, brainstormed solutions end up scattered and lacking direction, or the session devolves into a competition of who can assert their ideas louder. Workshops are about getting stuff done, and are often used as milestones to start things or make decisions. “As Start with an overview.

Start-ups 245

Start-ups Gaming Technology Technology 245

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. So, modern machine learning opens up vast possibilities – but how do you harness this technology to make an actual customer-facing product? At Intercom, we have taken advantage of these technologies relatively early.

Machine Learning 281

Machine Learning ML Engineering Start-ups 281

Intercom, Inc.

SEPTEMBER 9, 2022

We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. What’s up?

Machine Learning 249

Machine Learning ML AI Start-ups 249

Intercom, Inc.

JANUARY 5, 2021

Indeed, our first R&D principle is “Start with the problem.” This spirit is summed up by a quote commonly attributed to Henry Ford: “If I had asked people what they wanted, they would have said faster horses.” The starting point for product design should always be a customer problem.

Start-ups 279

Start-ups Transportation Finance 279

Customer Think

MAY 24, 2023

Over the past several weeks, a host of technology companies, from start-ups to heavyweights like Microsoft and Google, have announced or rolled out appli. Last November's release of ChatGPT set off a remarkable frenzy of activity in the AI space.

AI 111

AI Start-ups Technology Technology 111

Intercom, Inc.

FEBRUARY 9, 2022

Now consider what happens when those misaligned people start onboarding even newer folks, compounding misalignment. That’s a bit of a mouthful – the kind of word salad you end up with when you try to compress a big idea down into a single sentence. And principles are not just for onboarding new hires.

Engineering 276

Engineering Start-ups 276

Inside Customer Service

NOVEMBER 17, 2022

One thing the discussion revealed was that many managers start thinking about accountability way too late. Here's a proven process that starts much sooner, and is more comfortable for both managers and employees. Accountability starts at the top. As a manager, it's up to you to set the tone and be a role model for your team.

Customer Service 211

Customer Service Start-ups 211

Intercom, Inc.

FEBRUARY 16, 2022

We started out with a lot of “ known knowns”; problems we knew we had to solve, such as multiregion software deployments. Lesson #1: Just start building – fast. Our dedication to moving fast brought us to our first lesson, and the decision that really unlocked the start of this project. What we knew – and what we didn’t.

Start-ups 234

Start-ups Engineering Sales Legal 234

Intercom, Inc.

NOVEMBER 9, 2021

When you’ve launched your product, raised a round or two, and scaled the business beyond the early days, inevitably things start to slow down. Here, I dive into how to remain a startup, what to look out for as you scale, and how to grow up without growing old. You used to speak in hours and days, and now it’s months and quarters.

Start-ups 257

Start-ups Innovation 257

Intercom, Inc.

AUGUST 26, 2021

. “We had customers that we wanted to talk to, and there were no good tools for talking to customers over the Internet” Des Traynor: This better not end up like one of those NPR documentaries, where it’s like, “My name is Des Traynor and blah blah.””We From the ground up. That’s all it was.

Start-ups 223

Start-ups Customer Experience Customer Feedback Customer Expectations 223

Intercom, Inc.

FEBRUARY 16, 2021

Try drawing an animal, or a vegetable, or a fruit that doesn’t exist – you’ll end up with some bizarre drawings but each of them will be an elaborate combination of elements you’ve seen before. The more basic elements you have starting out, the more objects you can potentially create, and the more complex each object will be.

Start-ups 283

Start-ups Innovation Transportation Technology 283

Intercom, Inc.

NOVEMBER 17, 2022

When there’s no outside capital flowing in to help you grow quickly, you need to be scrappy, ruthless in your priorities, and, let’s be frank, have a high risk tolerance and unwavering perseverance to pick yourself up back up again, and again, and again. You started your own company before high school. Was that in Romania?

Start-ups 118

Start-ups Sales Gaming Engineering 118

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Our step-by-step guide helps both to start and develop a voice of the customer program.

Customer Experience 176

Customer Experience Customer Experience Management NPS Touchpoint 176

Intercom, Inc.

SEPTEMBER 29, 2022

Recently, we started a blog series exploring the thought process behind each of our product principles, written by the people that know them the best – our R&D team. Each discipline starts asking similar questions and caring about the same outcomes, leading to a culture of ownership and zero blame.

Engineering 129

Engineering Start-ups 129

Intercom, Inc.

JANUARY 25, 2023

In 2018, he started building what would become Gainsight PX , a product experience management software to help companies better understand usage data so they can message their users at the right place and at the right time. Where did it all start for you? Mickey: Well, it started when I was 12 or 13 and started coding.

B2B 118

B2B Customer Acquisition Start-ups Customer Experience 118

PeopleMetrics

FEBRUARY 21, 2023

However, they did this several months ago and suddenly customer retention is starting to dip down again. Your customers’ needs are continually evolving, and smart businesses like yours know how important it is to keep up with them. To begin, you’ll need to start with understanding CX research best practices. Let’s get started !

Customer Experience 117

Customer Experience Customer Journey Map CX Net Promoter Score 117

Intercom, Inc.

FEBRUARY 17, 2022

Although he started his career as a suit on Ogilvy & Mather in Madison Avenue back in the 80s, it wasn’t until he shifted to B2B that he found his true calling. Be honest with your content and don’t be afraid to kill it if it doesn’t live up to your expectations. Did you start out in New York in an advertising firm?

B2B 209

B2B Start-ups Education Innovation 209

Beyond Philosophy

AUGUST 31, 2023

You can’t be on the phone while waiting for someone to pick you up. Area #2: People want to get started. In my experience, when the flight crew announces they will begin the boarding process, everyone crowds up to the front regardless of their assigned zones. Uber helps you get started waiting, too.

Start-ups 88

Start-ups Customer Experience Management Consulting 88

Intercom, Inc.

JANUARY 20, 2022

Since then, in anticipation of Intercom’s R&D plan for 2022, we started looking at our internal cadence of productivity and kicked off a project to evaluate each process from ideation to shipping. And sure enough, the feedback was that things were starting to slow down. And once momentum decreases, it’s a lot harder to speed up.

Start-ups 249

Start-ups Engineering Innovation Technology 249

Customer Think

DECEMBER 29, 2022

When business leaders hear the word recession, it conjures up images such as budget cuts, productivity initiatives, and hiring freezes. They start to worry about the very survival of their organizations. For leaders in the nonprofit sector, however, there’s a very different reaction.

Start-ups 122

Start-ups Customer Loyalty 122

Intercom, Inc.

NOVEMBER 9, 2022

As companies become more established, they naturally start allocating their resources based on the needs of their most profitable customers, on building reliable features that can quickly return their investments and increase profits. Or even, perhaps, set up an autonomous team that can take the helm? I’m Liam Geraghty.

Innovation 226

Innovation Start-ups Technology Technology 226

Intercom, Inc.

DECEMBER 9, 2022

He told us things were starting to scale. a text-generating AI, and according to OpenAI , it can generate text in a dialog format, which “makes it possible to answer follow-up questions, admit its mistakes, challenge incorrect premises, and reject inappropriate requests.”. And just like that, we’re at it again. Where did it learn that?

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

Intercom, Inc.

MAY 26, 2022

Most often, they include the following steps: Welcome message: Once your customers sign up for your product, a welcome message is then sent out – typically in the form of an email with the most important information they need to get started. Follow up as needed: Everyone learns at different paces and in different ways.

Start-ups 118

Start-ups Customer Experience Education 118

ModSquad

OCTOBER 20, 2023

In fact, it isn’t a call center at all. {{{ mind blown }}} Let’s back up. Not long after, call centers started popping up offshore. See, as soon as one call center found its spot, other call centers popped up. This drove up rents and labor rates until the location became oversaturated. And then the race was on.

Start-ups 59

Start-ups Technology Technology Customer Experience 59

Intercom, Inc.

DECEMBER 9, 2021

We aim to follow up with an Australian data hosting option in Q2 next year. Think big, start small, learn fast. We realized we wouldn’t learn more until we got started, so we resolved to dive right in and stick to one of our core R&D principles : think big, start small, learn fast. . “We What’s next?

Engineering 181

Engineering Start-ups Technology Technology 181

Intercom, Inc.

JANUARY 19, 2021

It’s the little things that add up over time to really irk a user, and inconsistencies across user interface (UI) components – like buttons, menus, or content – are all symptomatic of a larger issue at play. Once again, users were confused, and it didn’t take long for the requests to pile up. You can take a bottom-up approach.

Start-ups 272

Start-ups Engineering 272

Intercom, Inc.

JUNE 21, 2022

Our global community appreciates the importance of strength in numbers and a huge chunk of that margin are the allies that show up to love us, support us, and help us make change. So, let’s talk; what’s up with allies? To us, an ally is someone who supports, stands up for, and encourages the LGBTQI+ community.

Start-ups 118

Start-ups Education Government 118

Bill Quiseng

DECEMBER 13, 2021

When a customer encounters great customer service, they trust that your company will treat them right no matter what issue pops up. Not sure where to start to improve your customer service quality? If you’re ready to rebuild your customer service strategy for the better, start with writing a mission statement.

Customer Retention 173

Customer Retention Customer Service Customer Loyalty Customer Experience 173