Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. Geoffrey: Rich, thanks for joining us. Since it’s your debut on the podcast, can you give us a feel for your career to date and your current role here at Intercom? Over time these are the technologies that are the safest and fastest for us.

Engineering 192

Engineering Technology Technology Start-ups 192

Intercom, Inc.

MARCH 27, 2018

This funding will go straight into building great new software at a pace you’ve yet to see from us. Last year, we shipped 156 new things. Substantially improving our existing products, especially for bigger businesses. Intercom is yet another example, where at the start, we sold to tiny businesses. But we need to do more.

Artificial Intelligence 224

Artificial Intelligence Machine Learning Start-ups Sales 224

Inside Customer Service

FEBRUARY 3, 2022

We want to make sure they have such a great experience that they tell their friends about us and come back again. The Overlook is a supplier to her vacation rental business, one of nearly 60 cabins managed by her company. Fast food chains franchise locations to independent operators. Which brings us to another challenge.

Contact Center 130

Contact Center Retail Customer Service Sales 130

SurveySensum

JANUARY 8, 2021

2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. The Last Dance was an amazing documentary and perfect for us sports-starved fans in the middle of the pandemic. But ESPN moved it up to provide special programming when all of us at home could use some amazing entertainment.

Customer Experience 81

Customer Experience E-commerce Pharmaceutical Start-ups 81

Intercom, Inc.

MAY 7, 2020

M arket – how are businesses coping with the move online? This week, our third episode checks in with businesses large and small to see how they’re staying afloat in the choppy waters of eCommerce. Kyum Kim , Co-founder and Head of US Operations for Blind, on what impact we’ll see in the jobs market.

Sales 210

Sales Retail Government CRM 210

Inside Customer Service

MAY 27, 2021

Imagine shipping delays are your biggest source of customer complaints. Sometimes, we tell ourselves we're too busy. And when that realization sets in, many of us instinctively stick with the plan. That's why I recommend doing regular business reviews. For many of us, this simple analysis makes it clear why we fail.

Start-ups 148

Start-ups Social Media Contact Center Customer Service 148

Beyond Philosophy

AUGUST 11, 2022

Then, we sat for an extra 45 minutes on the tarmac while the airport found us a gate. But some retired, others got into other businesses, and there aren’t any pilots. wrote: Business failures mean business opportunity. Beating broken businesses is easier than ever. Sure, it happens, I thought.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Intercom, Inc.

MARCH 15, 2018

Can you just give us a feel for what you’ve been doing in your career to date, as well as the work you’re doing today at Stripe? Stripe moves money, so security is important for us. It’s better for us to be down if we’re insecure than it is for us to be up and insecure. How can we make it responsive?

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom, Inc.

JANUARY 31, 2023

It’s really going to be life-changing for us – 10/10 on this one.” Our team has been using the new AI Inbox features a lot. We operate a q-commerce grocery delivery company, and have found the tools useful for generating new responses to customer issues, adding variety to our usual canned responses.

AI 188

AI Start-ups Technology Technology 188

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. As I said, they’ve been quite busy.

Start-ups 222

Start-ups B2B Customer Service 222

Fonolo

OCTOBER 26, 2022

Keeping the ship steady in a call center isn’t just about operational efficiency — it’s also about human connections and inspiring your staff members. Trust us; you’ll notice better retention and engagement if you follow some of these tips. Today, we’ll walk through ways to do that. Motivation is a desire to do something.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Shep Hyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Intercom, Inc.

JULY 21, 2021

These mindset and lifestyle shifts must influence and inform the way we as a business help and support both current and future employees. . “We But the one after this is going to look different because everyone’s expectations and understanding of what’s possible have shifted” – Tom Oliphant, Head of Strategic Planning & Operations.

Construction 138

Construction Start-ups Technology Technology 138

Intercom, Inc.

SEPTEMBER 9, 2022

The tech landscape is changing, the business applications are (potentially) game-changing, and, spoiler alert, Fergal very much believes the hype. ML teams tend to invest a fair share of resources in research that never ships. There is something more colonial about it – we shape our tools, and our tools shape us.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

DECEMBER 20, 2022

We believe that if you become satisfied with how fast you’re moving in terms of shipping high-quality products to customers, you’re entering the world of complacency”. What we did was, for us, massively insightful, maybe more insightful than we ever realized going into it. We learned a lot. Paul, what did we exactly do?

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Zendesk

DECEMBER 7, 2020

It required a deep dive into every aspect of our support operation, and most importantly, time spent listening to our customers. Previously, BoxyCharm had been operating with only email-based service and limited social media support. For example, that means being able to automatically tag customers who are impacted by shipping issues.

Customer Experience 98

Customer Experience Omnichannel Sports Construction 98

Intercom, Inc.

AUGUST 25, 2021

This means that Intercom is getting more powerful and better for your customers – and your business – every day. With these improvements, you can discover deeper insights to help you optimize, personalize, and engage your customers, enabling you to hit your business goals and create a better customer experience. Improved reporting.

AI 129

AI Start-ups Sales Technology 129

Beyond Philosophy

JANUARY 26, 2023

The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 Michél Patterson from Maersk Line, the world’s largest shipping container company, was recently a guest on the podcast. Who would have thought?

Net Promoter Score 78

Net Promoter Score Artificial Intelligence Construction Manufacturing 78

Intercom, Inc.

FEBRUARY 26, 2018

In simple terms, in order for a company to succeed they must have a good business idea and be able to consistently execute and evolve that idea better than anyone else. The third group are the talented product builders all around us. How can your business win market dominance and survive? Demand outstrips supply 3:1.

Engineering 224

Engineering Technology Technology Innovation 224

CSAT.AI

APRIL 26, 2023

But it isn’t a practical fit for all businesses. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. This way support doesn’t get backburnered while you’re trying to manage other areas of a changing or emerging business. It may not be a fit for yours.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

Experience Investigators

OCTOBER 19, 2021

The brand better be putting in some effort around providing easy ways to explore these questions and communicate if it’s in stock, ready to ship, etc. If the customer wants to us a specific option for payment and that isn’t offered, that could be enough for the customer to abandon the process. The drifting customer moments.

Invoicing 125

Invoicing B2C B2B Start-ups 125

Intercom, Inc.

NOVEMBER 17, 2020

It’s how we weigh up our options and choose to allocate the resources available to us at any given time, and it frees us to spend time on the important things. But what happens when those choices start to catch up with us? Rather than asking “What do we do to get us back on track?”, Sharding our data.

Engineering 151

Engineering Start-ups Construction Technology 151

Intercom, Inc.

DECEMBER 21, 2021

It’s been 10 years since co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee sat in a small Dublin coffee shop and dreamed of making internet business personal, and we’re still every bit as excited. Zanade Mann , founder of Black Women’s Business Collective. Hubert Palan , founder and CEO of Productboard.

Engineering 118

Engineering Government B2C Start-ups 118

Zendesk

FEBRUARY 16, 2023

Showing your customers how much you value their business with digital thank you notes and direct mail can go a long way. Thank you for shopping with us! Each order means the world to us, and we’re so happy you chose our small business today. We’re so happy that you’ve decided to continue your business with us.

Start-ups 52

Start-ups Retail Entertainment Customer Retention 52

CommBox

DECEMBER 26, 2021

There are many uses and benefits for digital signatures, which we’ll review in this article. Then, we’ll guide you through how to choose a digital signature solution for your business. . Why are Digital Signatures Important for Your Business? Managing paper costs US businesses over $8 billion a year.

Omnichannel 98

Omnichannel Real Estate Invoicing Legal 98

Ameyo Callversations

JULY 19, 2022

What is WhatsApp Business API? While WhatsApp is a simple messenger with various features for private conversations, WhatsApp Business is a free app for small businesses with features like verified tags, product catalog, text templates, and opening hours. Why Does Your Business Need A WhatsApp Business Chatbot?

AI 52

AI CRM Healthcare Sales 52

Sprinklr

AUGUST 24, 2021

It is a powerful tactic which, if done well using the right technology, can empower sales teams to leverage social media to grow their networks, raise awareness, find prospective clients, nurture business relationships, and generate business leads. Demand flexibility and integrations that meet your unique business needs.

Social Media 111

Social Media Social Listening CXM Compliance 111

Hodusoft

JANUARY 17, 2021

Still, it helps to find out if your business has adopted the right approach to live up to customer expectations when they approach you for customer services. You can maintain records of interactions and improve customers’ experiences by the use of contact center software. So, what do customers expect from a business?

Customer Expectations 90

Customer Expectations Contact Center Social Media Customer Service 90

SugarCRM

FEBRUARY 20, 2024

Started by his grandfather in 1967, Andres and his family have been generationally committed to providing excellence in the shipping industry by tackling the lack of delivery logistics and reliable transportation methods in Columbia. Andres went on to say, “Service to us is the most important part of our company.

CRM 26

CRM Sales Transportation Start-ups 26

Beyond Philosophy

OCTOBER 19, 2016

Who are these clients that call us wringing their hands after lying awake at night consumed with anxiety about their stagnant NPS scores? They realized the old way of doing business no longer worked. My explanation is the same: The easy things in Customer Experience have been done. But that’s vague, isn’t it?

Net Promoter Score 167

Net Promoter Score Pharmaceutical NPS Invoicing 167

Zendesk

FEBRUARY 13, 2024

Whether you had an off day and delivered a subpar customer experience (CX) , the product didn’t ship on time, or a billing error occurred, a sincere apology can be the olive branch that jump-starts customer loyalty. Please reach out to us at [your contact information]. So, you messed up.

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Service Customer Loyalty 52

Beyond Philosophy

DECEMBER 12, 2016

Capturing this business becomes a crucial point to remain competitive moving forward, whether you sell rootie-toot-toots or rummy tum tums. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider.

Retail 157

Retail Sales Customer Feedback Customer Experience 157

Intercom

DECEMBER 14, 2023

Over the past 12 months, everyone has been racing to keep up with the relentless pace of innovation: rethinking business strategies, building new solutions, and preparing teams for the massive changes on the horizon. Des: The tech is improving, businesses’ capabilities are improving, and that’s just adopting it in local cases.

AI 98

AI Start-ups Legal Technology 98

Intercom

FEBRUARY 16, 2023

Now it’s up to businesses to meet them. The six Cs – cost, convenience, category expertise, curation, community, and customization – are like ingredients to help businesses build meaningful relationships with customers. In the US context, I’m sort of what you call a blue-collar kid. I really appreciate you having me on.

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

Customer Bliss

AUGUST 28, 2020

.” In my live podcast interview with @Airbnb's Aisling Hassel, she tells us: As leaders how you can offset the anxiety is by giving clarity of vision. So it’s really important for us to ask. For example, in outpatient experience, that’s one of the largest business lines in the US. Click To Tweet.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

Intercom, Inc.

AUGUST 20, 2018

Or you might hear the term used when teams from different parts of a business work together on a big project, like the launch of a new product or release. Why working cross-functionally matters to us. However, we quickly realised those principles could be broadly applied to all cross-functional work – not just the busy periods.

Education 162

Education Start-ups Gaming Sales 162

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. What would you do if a customer claims the product they received through shipping is damaged or defective?

Customer Service 207

Customer Service Start-ups Education Gaming 207