Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 101

Business Growth Customer Journey Map Gaming Sales 101

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

Intercom, Inc.

JUNE 13, 2022

Built for you is back – this time we’re revealing the powerful product updates we released in May! For example, you can segment your NPS® scores by region, product feedback by user persona, churn reasons by subscription type, and more – enabling you to better understand your customers and quickly take action based on their feedback.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Intercom, Inc.

AUGUST 12, 2020

Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. As a result, having the right customer support tool is more critical than ever – it can be the difference between winning or losing for many businesses.

Start-ups 249

Start-ups Customer Experience Customer Service 249

Zendesk

MARCH 18, 2024

It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. Employee experience is mission critical to delivering a great customer experience – and your agents get it.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 107

AI CX Artificial Intelligence Predictive Analytics 107

Intercom, Inc.

APRIL 20, 2022

We design simple systems that solve complex problems for our customers. Our strength lies in knowing when we should follow standard best practices for design and when we need to innovate and create something new. “We We believe there’s no value in innovating if it doesn’t solve our customer’s problem.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Intercom, Inc.

JULY 5, 2022

When I joined Intercom eight years ago, I knew nothing about system design. But often when I shared these designs with others to get feedback, we’d get sidetracked by seemingly small interaction design decisions when, in reality, we just had different mental models of how the system should work.

Start-ups 186

Start-ups Construction Manufacturing Retail 186

Intercom, Inc.

NOVEMBER 2, 2020

As we’ve written before , a good system design defines the following: Elements : What are the core elements or objects in the system? The start of any journey begins with consulting a map. Mess it up, and you could find yourself quickly marching your team off a cliff. This sounds simple, but can be incredibly challenging in practice.

Start-ups 289

Start-ups Engineering 289

Intercom

NOVEMBER 9, 2023

But we’ll let you in on a secret … it doesn’t matter what you sell or who you sell it to, your customers could probably get it somewhere else. And when you nail that service? It creates customer loyalty, elevates your brand, and propels your business to new heights. It’s not because of customer service teams.

Artificial Intelligence 52

Artificial Intelligence Customer Service AI Customer Loyalty 52

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. That’s the extent to which digitization is being used nowadays to transform the customer service landscape. came to the fore. came to the fore.

Contact Center 100

Contact Center Artificial Intelligence AI Government 100

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?

Customer Service 59

Customer Service B2B AI Innovation 59

Beyond Philosophy

NOVEMBER 23, 2023

Moreover, it made it clear that even though it seems counterintuitive, given the example of my regretting a purchase, regret is a powerful tool in your marketing toolbox. Regret isn’t an emotion only for disappointed new customers. The Power of Regret Regret is a powerful force. Is it the programming?

Customer Feedback 78

Customer Feedback Sales Customer Relationship Customer Experience 78

Shep Hyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. Social media is a powerful tool that can encourage customers to acknowledge a job well done. It has shifted the goalposts for businesses as online customer feedback can be viewed by any user.

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Intercom, Inc.

JANUARY 17, 2023

At Intercom, we balance strong opinions about the future of customer support with our goal of meeting a huge variety of customer needs. Some customers want a simple, out-of-the-box solution, but others need customizability – that’s where flexibility comes in. . The option to build a custom report . Tickets report ) .

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. It’s interesting how we perceive brands, which are, at their core, a series of legalistic trademarks that companies have.

Construction 145

Construction Customer Relationship Customer Experience 145

Intercom

NOVEMBER 16, 2023

However, when a company’s help center doesn’t work as part of a support team’s range of channels, or the wider company brand, it can affect your support articles’ discoverability, accessibility, and usability – and, as a result, your customer experience. Here are some of the highlights.

AI 87

AI Engineering Start-ups Customer Service 87

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. The question is how, when traditional, in-person banking is a thing of the past?

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

TeamSupport

MAY 1, 2024

In the ever-evolving landscape of customer service software, TeamSupport stands out with its dedicated focus on enriching customer support. It differs from other platforms by emphasizing a holistic approach to each customer interaction. Customer Support: Focusing on TeamSupport's Core Features A.

Sentiment Analysis 40

Sentiment Analysis Customer Satisfaction Customer Relationship Omnichannel 40

Execs In The Know

MARCH 21, 2023

Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. based company. These words echo what founder J.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

DMG Consulting

OCTOBER 13, 2023

Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. Collections agents may deal with a more limited set of activities, but it’s very difficult to convince customers to part with their money while complying with government regulations.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track.

Contact Center 159

Contact Center Customer Satisfaction Start-ups Technology 159

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. Do you know the Power Core of your company? Rule 1: Know the Power Core.

Engineering 86

Engineering Technology Technology CX 86

Steven Van Belleghem

OCTOBER 17, 2022

For the moment, this metaverse-oriented eSports arena may not immediately mean something for Teleperformance’s core business – which is customer acquisition management, customer care, technical support, debt collection, social media services, and other services – but that’s not why they introduced the concept.

Sports 123

Sports B2C Social Media Gaming 123

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. And, you know, we’re here to help. Our thanksgiving gift to you?

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Download The Ultimate Guide to Conversational Support.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. Improved customer satisfaction and increased agent productivity.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

CSAT.AI

JULY 12, 2023

Research shows customers want a better and better experience in exchange for their loyalty. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget.

AI 87

AI CX Gambling Sentiment Analysis 87

Intercom, Inc.

JANUARY 16, 2020

In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. But what happens when you take away the constraints of an actual whiteboard – the location, the space, and the time? In our discussion we unpack what this means for them as a company and for their customers.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Execs In The Know

JULY 4, 2023

In today’s fast-paced and hyper-connected world, exceptional customer experiences (CX) have become the holy grail for businesses striving to thrive in competitive markets. When employees go beyond mere engagement and become truly inspired, organizations witness remarkable breakthroughs. A delicate balance must be struck.

CX 97

CX Start-ups Customer Experience 97

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

AI 77

AI Customer Service Technology Technology 77

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Michael Baker.

CX 98

CX Technology Technology Customer Experience 98

Intercom, Inc.

SEPTEMBER 23, 2020

Last week we released Series , a brand new way to orchestrate customer messaging campaigns in Intercom. Our first customer messaging solution. This approach resonated with a number of customers. Some of the visualizations our customers shared with us. We knew something had to be done.

Start-ups 232

Start-ups Engineering Customer Feedback 232