Totango

DECEMBER 20, 2023

I felt fully supported by the Totango implementation, data, and support teams. From streamlining customer interactions and optimizing business operations to supporting critical in-app communications , the Totango software makes connecting, integrating, and empowering cross-functional partners easy and valuable.

Business Operations 108

Business Operations Customer Satisfaction Sales Customer Service 108

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. CX leaders need to present strong business cases for every step of their journey. CX leaders need to present strong business cases for every step of their journey. It’s time to make your case.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Intercom, Inc.

DECEMBER 22, 2020

This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . We thought deeply about what defines great customer support. We charted the rise of conversational support and the end of “eh, good enough.”.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Zendesk

MARCH 13, 2024

Bitly’s links and QR codes may be everywhere, but chances are you’ll find the company’s Global Head of Customer Support, in one of two places: running support experiments from his home office or collaborating with other leaders in his favorite community group, Zendesk for Startups.

AI 113

AI CX 113

Intercom, Inc.

JANUARY 11, 2022

Our product teams are creating groundbreaking, innovative new features and products that will empower marketing, sales, and support leaders to embrace the changing world of customer communication, and we can’t wait to tell you all about it. . Making the most of this opportunity requires the tools of tomorrow. Where to register .

Innovation 209

Innovation Sales Customer Relationship 209

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Whether it’s checking on shipment status, processing refunds, or fielding requests for payment relief, support reps are facing mounting pressure.

B2C 217

B2C B2B Education Healthcare 217

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. Totango accelerates revenue retention and customer growth Last month at Totango Live! ,

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Intercom

FEBRUARY 1, 2024

Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support. In this inaugural episode of The Ticket podcast , three of our customer support leaders here at Intercom discuss the findings and explore the implications of these key trends.

Customer Service 97

Customer Service AI Technology Technology 97

Intercom, Inc.

JULY 2, 2020

This way of thinking about support is all about efficiency. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . But obsessing over efficiency can mask what’s most important, and most rewarding, to support teams – actually helping customers.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Totango

JANUARY 3, 2024

It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Growth-minded business leaders and practitioners across the community have been recognizing our work. These behaviors will guide our strategy as we continue to evolve and innovate.

Business Growth 111

Business Growth Innovation AI Start-ups 111

Experience Investigators

OCTOBER 17, 2023

The same happens with the common understanding that being a customer experience leader is good for business. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. Many leaders claim being customer-centric is a priority.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Intercom

APRIL 10, 2024

When an AI Agent can answer the vast majority of customer questions, this fundamentally changes the nature and makeup of a human support team. AI Analyst first: Leaders experience AI first. Technology doesn’t go backwards. The car created shopping malls, suburbia, and McDonald’s. Nothing is left untouched. Instant, accurate answers.

AI 59

AI Customer Service Customer Satisfaction Technology 59

Inside Customer Service

FEBRUARY 18, 2021

Your organization can't be customer-focused if your leaders can't focus. A few leaders broke the cycle and did it right. But these leaders maintain a laser focus on carefully doing what's most important while eliminating unnecessary activity. In 2017, the support team won the best culture award from ICMI. It ends badly.

Customer Satisfaction 283

Customer Satisfaction Start-ups Customer Service Customer Experience 283

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? 78% of customers have backed out of a purchase due to a poor customer experience (CX).

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom, Inc.

JUNE 16, 2020

Today we’re excited to bring you Scale , a place where we explore how industry leaders are propelling their companies forward – by keeping their customers front and center. We’re sharing advice from support, marketing, and sales leaders who’ve forged deep connections with their customers and new paths for their companies.

Business Growth 213

Business Growth Customer Relationship Sales 213

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. Robust Support Ecosystem: Behind every great software is a dedicated support team.

Contact Center 52

Contact Center Social Media Innovation Customer Satisfaction 52

Intercom, Inc.

DECEMBER 22, 2022

This season, we were rewarded a whopping 101 badges and awards, a recognition of Intercom’s position as a leader in the field of Customer Service. Some of the highlights from the Winter report include: Intercom has been named a leader in all eight categories we play in, including Chatbots, Live Chat and Conversational Support.

Customer Service 118

Customer Service 118

Intercom

JULY 13, 2023

Well, as someone who has operated in the technology sector for over 35 years, and mostly in some form of customer support role, I have literally never been more excited than I am right now about the potential to transform the customer service experience through technology. The time for AI in customer service is now.

AI 90

AI ML Sentiment Analysis Artificial Intelligence 90

Intercom

OCTOBER 4, 2023

What do all the best customer support teams have in common? Knowing how to find the signal in the data noise is what allows the best support teams to keep providing quality customer service, high customer satisfaction, and a high-performing team.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Intercom, Inc.

NOVEMBER 11, 2020

Customer support is evolving. But how are support leaders staying ahead of rising conversation volumes and sky-high customer expectations? Our new report reveals that conversational, messenger-based support is key. Discover five trends transforming the support industry along with tips on how to capitalize on them.

B2C 145

B2C Customer Expectations B2B Customer Satisfaction 145

Intercom, Inc.

AUGUST 5, 2020

As a business grows, most support leaders will be challenged to answer this seemingly trick question: can you provide a best-in-class customer experience…but at a lower cost? Case in point: online retailer Zappos whose commitment to delighting customers has meant making their support team available for quite literally anything.

Customer Experience 204

Customer Experience Customer Satisfaction Engineering Retail 204

Intercom

MAY 1, 2024

The impact of AI on customer service is the latest example of new tech leading to rapid change – support roles and career paths are being completely reshaped. And unless support agents wanted to move into management or QA positions, career progression opportunities were somewhat limited. This is just the beginning.

AI 52

AI Customer Service Technology Technology 52

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? While acquisition and new logos will always contribute to a part of growth, the ongoing engagement, support, and alignment between CS and sales solidify customer relationships driving long-term, sustainable revenue.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Intercom

APRIL 10, 2024

Fin AI Copilot gives every customer service agent their own AI assistant in the inbox, helping your team find instant, accurate answers based on your support content. With Fin AI Copilot, you can keep a close watch on how your support teammates are using Fin to continuously enhance the quality of your customer service.

AI 69

AI Innovation Customer Service Gaming 69

Intercom, Inc.

JUNE 9, 2020

published guidance for leaders who need to steer their business through the challenging times ahead. published guidance for leaders who need to steer their business through the challenging times ahead. We spoke to leaders at companies such as Lattice, Yotpo, and Frontify to get their take. In March, McKinsey & Co.

B2B 197

B2B E-commerce Legal Customer Retention 197

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Intercom

FEBRUARY 29, 2024

It’s the world’s worst kept secret right now that the realm of customer experience is being completely transformed by AI – spanning customer support, success, and beyond. In customer-centric companies everywhere, strategies are being recalibrated, tactics switched up, and old playbooks thrown out the window. But what changes are being made?

AI 98

AI Customer Satisfaction Business Growth Start-ups 98

Intercom

JUNE 7, 2023

There’s a big question being asked in the customer service industry right now: what will the future of support look like in the age of AI? It enables support teams to take advantage of significant efficiency gains, contributes to improved customer experiences, and creates opportunities for more career fulfillment for support reps. ?

Customer Service 103

Customer Service AI Technology Technology 103

Intercom, Inc.

DECEMBER 17, 2020

We’ve heard from product leaders, e-commerce leaders, and customer support leaders about high volumes, new working practices, and remote launches. Throughout this year on the podcast, we’ve talked to people from various companies about how they’ve met the challenges posed by the events 2020.

E-commerce 210

E-commerce Entertainment 210

Intercom

JANUARY 10, 2024

Get the report → Customer support teams will remember 2023 as the year that everything changed. Support teams have had a front-row seat to this AI revolution, and for our fourth annual Customer Service Trends Report , we wanted to understand just how much of an impact the transformation has had. Out with the old, in with the new.

Customer Service 100

Customer Service AI Customer Expectations Technology 100

Experience Investigators

JULY 7, 2023

How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives 9AM on Thursday, 7/13 Register Here In today’s uncertain business environment, some leaders are hesitant to invest in customer experience (CX) initiatives. Learn More About CXI ® Flight School

CX 98

CX Customer Experience 98

Intercom, Inc.

APRIL 14, 2022

Today, I’d like to welcome three experienced new senior leaders, starting with L. Welcome Declan Ivory, VP of Customer Support. Declan is joining us from Google where he was Director, Cloud Technical Support for EMEA. Prior to Google, Declan also held senior support roles with both Tableau Software and Amazon Web Services.

Real Estate 129

Real Estate B2B Customer Experience 129

Experience Investigators

MARCH 5, 2024

C-Suite leaders say employee experience is the top priority when thinking about customer experience. Even seemingly back-end roles like product development and IT are integral in supporting customer-facing employees and building the systems your customers use. We’ll share strategies for doing that next!) Employees deserve training.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Intercom

JANUARY 11, 2024

Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. Acey , loves doing. You can’t fulfill every feature request.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

JUNE 16, 2020

At the forefront of this move, from what businesses want to what customers need, are support teams. Support teams turn company promises to their customers into experiences that drive long-term loyalty. Offer a great product – and great support. Support leaders know this isn’t true.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237