Aquire

JULY 26, 2021

Customer service agents respond to a wide range of queries – but thankfully, most questions aren’t unheard of. Instead, they can use customer service email templates to cut response times and provide consistent service. First, here’s some advice on how to write customer service emails.

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Intercom, Inc.

DECEMBER 28, 2022

But we’re optimistic by nature, and as we reflect on the year just gone, there is plenty to be thankful for. In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. That is the sobering picture of the state of customer service in the UK as of July 2023.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Then, on my return flight, we learned after taxiing through Heathrow that we were delayed because “the gate was not calibrated for the plane.”

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Intercom

OCTOBER 9, 2023

You satisfy your customers, but can you satisfy our curiosity? With Giovanni Lepori, Head of Customer Success at Hunter.io. As the Head of Customer Success, I lead a small team of five people who focus on user satisfaction, retention, and engagement. Keanu Reeves could do really well in a customer success role.

Start-ups 52

Start-ups Customer Service Innovation Customer Relationship 52

Customer Service Life

APRIL 14, 2021

Unwritten Rules of Customer Service. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. One of my favorite questions was about the unwritten rules of serving B2B customers. Advice for New Customer Service Leaders.

CX 83

CX Contact Center B2B Customer Service 83

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire.

Social Media 167

Social Media Customer Service Education Retail 167

Logicalware

MAY 9, 2023

In an exclusive interview, Emma shared with us the exceptional customer service strategy that Scottish Water prides itself on and how it was put to the ultimate test in December 2022 when a temperature drop caused frozen pipes and a subsequent rise in temperature led to burst pipes. Scottish Water provides over 1.5

Customer Service 52

Customer Service Customer Experience 52

Intercom, Inc.

JANUARY 5, 2022

In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-party services that can help expedite and facilitate the process. And that’s where people like Adam Markowitz come in.

Compliance 211

Compliance Engineering Start-ups B2B 211

Steven Van Belleghem

SEPTEMBER 6, 2020

To successfully implement a ‘partner in life’ strategy, you need to generate a continuous process of movement, consisting of three steps: Developing an excellent understanding of the needs and frustrations in the life of your customer. Use this understanding to describe in detail the customer’s life journey.

Manufacturing 98

Manufacturing E-commerce Retail Technology 98

Customer Service Life

DECEMBER 17, 2018

If you’re having trouble finding something to be thankful for, try emailing a thousand or so of your friends and colleagues and ask them to share what they’re thankful for. In this year’s Thankfulness Survey I asked a couple questions. Customer service advice we’re thankful for. Am I perfect?

Customer Service 60

Customer Service Entertainment Start-ups Contact Center 60

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. At the forefront of this move, from what businesses want to what customers need, are support teams.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Intercom

JULY 3, 2023

You satisfy your customers, but can you satisfy our curiosity? Over the past eight years, I have grown iPaper’s customer care department from a single person to nine people across three teams. Over the past eight years, I have grown iPaper’s customer care department from a single person to nine people across three teams.

Customer Service 52

Customer Service Retail Start-ups AI 52

Intercom, Inc.

SEPTEMBER 17, 2020

Their mission is born out of the desire to bring transparency to the workforce and to offer a platform for colleagues, peers, and leadership teams to honestly share information about salary, culture, career advice, and industry insights. But, there’s one company who believe that’s not always the case. Kyum Kim is the Head of U.S.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Fonolo

AUGUST 27, 2020

You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. Are your agents unknowingly stoking customer frustrations? Customers want to feel validated and supported.

Contact Center 135

Contact Center Transportation Construction Customer Loyalty 135

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265

Intercom

FEBRUARY 16, 2023

The six Cs – cost, convenience, category expertise, curation, community, and customization – are like ingredients to help businesses build meaningful relationships with customers. Finally, your Cs aren’t something you get off a brainstorming session in a conference room – they should always come from the customers.

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Intercom, Inc.

APRIL 8, 2021

Clinics were still using various systems with unintelligible interfaces and hosting their software on on-site servers, making it impossible to access information from anywhere else. When he started the company with his partner about 10 years ago, the healthcare industry felt like it was still stuck in the past, technologically speaking.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Logicalware

AUGUST 12, 2021

With a team of contact centre agents tasked with supporting customers, including handling telephone-based card payments, GC Business Finance was faced with a pressing challenge when staff switched from office to home-based working as a result of the pandemic. Here’s how they overcame the challenge with the help of Puzzel and PCI Pal.

Finance 97

Finance Compliance E-commerce Government 97

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Chip explained it in this way: “I want to talk about trust.

Customer Experience 109

Customer Experience Sports CX Technology 109

Intercom, Inc.

APRIL 29, 2021

Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. Striking that balance is of the utmost importance to Joei Chan , Director of Content at the e-learning platform 360Learning.

Innovation 118

Innovation B2B Start-ups Education 118

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. And what a year it has been!

Engineering 118

Engineering Government B2C Start-ups 118

The Contact Company

FEBRUARY 11, 2021

Customer service, and exceptional customer service at that, is no longer appreciated; it’s expected. As such, brands are needing to go that little bit farther to really ‘wow’ their customers. Here are our top 5 customer service ideas to wow your customer… 1.

Customer Service 52

Customer Service Sales Customer Experience 52

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Intercom, Inc.

DECEMBER 21, 2021

It has become clear that the trends that were first evident as the COVID-19 pandemic swept the world are here to stay. We have accelerated through many years of progress as if we’re living in a time-lapse – and now more than ever before, forging strong, personal relationships with your customers online is the key to survival and growth.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

AUGUST 18, 2022

Sarah Dayan is a staff engineer at Algolia , a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API, and the host of two tech podcasts: Developer Experience and Entre Devs. Today’s guest has been through just that. Unblock bottlenecks?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Fonolo

MAY 26, 2020

You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. Our advice? How can you turn your contact center into a highly efficient part of your business? Are your agents answering the same questions repeatedly?

Contact Center 142

Contact Center Technology Technology Start-ups 142

The Customer Service Blog

FEBRUARY 8, 2023

And a person involved in installing these meters (who didn’t want to reveal his identity) said: "I would find cases where there were vulnerabilities and draw the magistrate's attention to that and they would then refuse the warrant. One of the country's most senior judges said that the cases must be halted because of growing public concern.

Government 52

Government Legal Customer Service Customer Experience 52

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

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

MAY 4, 2023

Some businesses seem to have mastered the art of exceptional customer service. As customer expectations continue to rise and businesses compete ever more for their attention and loyalty, delivering exceptional service is no longer just a nice-to-have – it’s an absolute necessity. What is their secret? Short on time?

Customer Service 52

Customer Service Start-ups Hospitality Hospitality 52

Intercom

FEBRUARY 27, 2023

You satisfy your customers, but can you satisfy our curiosity? I am the Senior Manager of Customer Support at Frame.io. Erin Narvaez, Senior Manager, Customer Support, at Frame.io What’s the most valuable thing that working in customer service has taught you? He has my vote, haha. Perspective is everything.

Customer Service 59

Customer Service Customer Experience 59

Intercom, Inc.

OCTOBER 5, 2022

But it wasn’t until 2017 that her love for coaching led her to co-found Wherewithall , a knowledge service to help managers hone their skills to better support their teams. In their workshops and trainings, she found herself giving the same advice over and over again, and so she decided to write it all down. The craft of managing.

Engineering 118

Engineering Gaming 118

Hodusoft

AUGUST 4, 2021

Majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. During the peak of the Covid-19 pandemic customers in the US queued up for hours on the other end of the phone on busy call center lines.

Technology 98

Technology Technology Contact Center CRM 98

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 156

Customer Experience AI Start-ups Sales 156

SurveySensum

SEPTEMBER 1, 2023

In such a world, you can’t afford to know what your customer needs. The ideal method for getting this information, and possibly one of the oldest, is the customer survey. If used properly, customer surveys can make a whopping success out of your marketing campaign. It’s Simpler Than Ever In the past, surveys were done manually.

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52