Uniphore

NOVEMBER 19, 2021

We talked about topics ranging from data to destiny. Here are just a few of the insights and highlights from our discussion. Now, contact center leaders, customer experience leaders and those serving customers directly are empowered in ways we haven’t seen before. The Low Code/No Code Revolution is Here.

Customer Experience 264

Customer Experience Contact Center AI Technology 264

Inside Customer Service

JULY 13, 2023

My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite. Text or Slack a few words of appreciation to a coworker who is doing great work. Reps who worked in this center took human resources calls from employees working at Starbucks locations.

Contact Center 187

Contact Center Customer Service 187

Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Who is an employee brand evangelist? They are a brand evangelist who happens to work for your company. Scratch that. Aren't those great?"

Retail 260

Retail Social Media Finance Sales 260

Intercom, Inc.

DECEMBER 9, 2022

We chatted about DALL-E, GPT-3, and if the hype surrounding AI is just that or if there was something to it. And this is why we decided to bring you a special episode about these latest developments in the world of AI, what they mean, and whether it’s time to apply it in real-life scenarios such as customer support. Des Traynor: Good.

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

Futurelab

FEBRUARY 16, 2024

But for those who aren’t used to direct customer contact, it can be daunting. When I worked with a leading Greek bank, I trained a team of twenty or so product managers, giving them homework to do in between my visits so we could develop the new approach together. We had to do the first chats together.

157

157

Futurelab

NOVEMBER 9, 2021

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires.

Customer Experience 246

Customer Experience 246

Intercom, Inc.

AUGUST 18, 2021

Here, I’ll share why we decided to revamp our NPS strategy, what survey mechanics proved most effective, and how we’re delivering value by providing actionable customer insights across our company. Revamping how we do NPS surveys. People who respond with 7 or 8 are called Passives, and those results don’t feed into the total NPS.

NPS 232

NPS Net Promoter Score Customer Loyalty Start-ups 232

Intercom, Inc.

JANUARY 18, 2023

Education is not exactly what we would call a tech-driven industry. Grab a pen and notebook, or a tablet and stylus, and join us as we take a peek into their world and what the future of education looks like. How can we generate a lot of value for the customers and ensure they’re enjoying it every step of the way?

Education 205

Education Start-ups Technology Technology 205

Intercom, Inc.

FEBRUARY 9, 2022

We’ll do that here over the coming weeks and months, along with the thought process behind each one. Defining and distilling these principles has been one of the biggest contributors to our ability to consistently build great products at scale – we hope you find them as useful as we have. Avoid repeating their mistakes.

Engineering 276

Engineering Start-ups 276

Futurelab

DECEMBER 27, 2023

Whether core business would decide to act on the data or not, didn’t impact the KPIs of the ones who delivered the reports. Thus, the CEOs start turning to their data-savvy employees with a new directive: “We need to improve our Customer Experience, and you seem to know what the customers want.”

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Lumoa

SEPTEMBER 1, 2023

We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Our initial launch offered two summaries for your Positive and Negative responses, but we now offer a way to get a single summary covering all feedback for a topic. Lovely seeing you again, back with more exciting Lumoa updates!

Actionable Insights 157

Actionable Insights B2C Start-ups Customer Feedback 157

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. Today, we have an interesting topic to discuss. Des Traynor: And today, we have a special guest, Mr. Fergal Reid, who’s our Director of Machine Learning.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

APRIL 22, 2021

For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better. Since we last spoke to you, you’ve published not one but two books. Brian: Great.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

FEBRUARY 2, 2022

At Intercom, we believe in the power of sharing cross-functionally. Without even realizing it, we begin to work with blinders on. Without even realizing it, we begin to work with blinders on. We can overlook important perspectives outside of the project, reinvent the wheel, and duplicate work.

Social Media 220

Social Media Finance Sales 220

Intercom, Inc.

AUGUST 18, 2022

In this episode, we sat down with Sarah to talk about the many nuances, proficiencies, and expectations of a staff plus engineer role. Before we talk about your role and work at Algolia, I’d love to hear about your journey up until this point. How would she provide the right technical direction for the company? I was all alone.

Engineering 204

Engineering Start-ups Machine Learning Education 204

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. So too are teams of every discipline across the globe who are embracing Miro as a collaborative tool unlike any other – a vast canvas for them to create and share ideas. Andrey and his team are finding out.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues. We were going remote. . We all laughed. . So, I guess we’ll be back in the office in two weeks, right?”

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

OCTOBER 18, 2021

We started by reading about what other companies had done. We found that a lot of the “best practice” advice on product analytics was useful for introducing concepts, but that the rules weren’t uniformly applicable. If we just applied well-worn frameworks blindly, we would be starting with someone else’s question, not our own.

E-commerce 269

E-commerce Start-ups Finance Customer Acquisition 269

Intercom, Inc.

JULY 21, 2022

Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. On today’s show, we’re going to hear a little bit from each of them. Into the archives.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Intercom, Inc.

SEPTEMBER 2, 2021

At a product-first company like Intercom, our product marketing team has always had a crucial role – and over the years, we have often discussed how we approach product marketing. We’re there from start to finish – from the early stages of development to roadmap strategy, launching to market and beyond.

Start-ups 211

Start-ups Sales Engineering 211

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. It also tells you how you relate to others who listen to similar things.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Intercom, Inc.

APRIL 6, 2022

We know that customer expectations are higher than they’ve ever been , so the experiences you create for them are ultimately going to be what wins or loses their attention – and what moves the needle for your business. They might end up remaining a customer with you for a long time, and we’ve seen that.”. Measurement matters.

Customer Experience 230

Customer Experience Customer Satisfaction Customer Expectations Omnichannel 230

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. We started from scratch and we had a six-week turnaround time to take our training.

Sales 223

Sales Start-ups Engineering Finance 223

Bill Quiseng

NOVEMBER 13, 2021

So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.

Customer Service 183

Customer Service Customer Satisfaction Customer Experience 183

Intercom, Inc.

AUGUST 25, 2022

Together with Áine Kerr , a fellow journalist who, at the time, was managing global journalism partnerships for Facebook, he started working on a response to that problem, and Kinzen was born. We were living in Ireland right then, which was still dominated by a very regressive church-dominated society. It was front and center.

Social Media 208

Social Media Machine Learning Start-ups Government 208

Intercom, Inc.

JULY 14, 2022

At Intercom we focus on customer experience above all – our service’s availability and performance is our top priority. As a result, we invest a lot in the reliability of our application. We operate a socio-technical system, and its ability to recover when faced with adversity is called resilience. At Intercom, we ship to learn.

Engineering 272

Engineering Start-ups Customer Retention Customer Experience 272

Beyond Philosophy

MARCH 29, 2024

Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. It’s surprising how these communication norms are changing, and we need to stay aware of these shifts. Despite these changes, we should keep our communication personalized and well-researched.

Technology 88

Technology Technology CX 88

Intercom, Inc.

JUNE 24, 2021

” And with this in mind, we took a very Irish idea and shared it with our colleagues – the concept of being out out. We chatted about some of their favorite memories of being out out, the challenges of isolation, and their hopes for when the world reopens again. ” and we ended up talking. You can’t see people.

Start-ups 221

Start-ups Sales 221

Intercom, Inc.

AUGUST 20, 2020

She wonders how do we design tools that complement rather than overwhelm our innate humanity. We caught up with Alex for a chat that ranged from how social media affects the human condition to why it’s important to build tech that contributes to our existence. Short on time? What follows is a lightly edited transcript of the episode.

Technology 243

Technology Technology Social Media Start-ups 243

Intercom, Inc.

SEPTEMBER 30, 2021

In this episode, we sat down with Rebecca to talk about her mission to make mental health care scalable and accessible for all, and how the pandemic and technology are radically changing the way we think about mental health care. We designed Little Otter to be a kind of family-first, in-your-home model.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Zendesk

MARCH 13, 2024

With Ultimate, we will help our customers set a new standard, with AI agents giving customers the support they need quickly and effortlessly. .” “Our mission has always been to help businesses use AI to deliver joyful support experiences. As part of Zendesk, we now have the scale to drive this transformation for every business.”

AI 138

AI CX Business Growth Innovation 138

Intercom, Inc.

MARCH 23, 2022

We’ve just wrapped up an incredible day of New at Intercom , our first global virtual launch event, where we discussed our vision for the future of customer engagement and unveiled some incredible new products. If you were there, you know first-hand how much news we shared throughout the event. Learn more about the Engagement OS.

Sports 220

Sports Business Growth Omnichannel Gaming 220

Intercom, Inc.

MARCH 3, 2020

We know it’s hard to apply and interview for a new job. So if you’re considering a design job at Intercom , we won’t make it harder by forcing you to read our minds or guess about what we value. Instead, we’ll tell you exactly what we look for – and why it matters to us. The foundations we build from.

Engineering 290

Engineering Gaming 290

Intercom, Inc.

JUNE 10, 2020

Who has it? Who doesn’t? Who thinks they have it but don’t? Before we dive in, we must first acknowledge that this isn’t a hard science. What I hope to achieve here is to remove as much of the subjectivity as possible, so we can all make better product decisions more often. What exactly is it?

B2B 291

B2B Engineering Start-ups Transportation 291

Intercom, Inc.

JANUARY 20, 2022

Not too long ago, when Intercom turned 10 , we dedicated an entire episode to speed , or why startups should always strive to keep momentum as they scale. We surveyed and interviewed key people in our teams to understand how they worked and how they saw Intercom’s internal operations. So, naturally, we hatched a plan to hit the gas.

Engineering 249

Engineering Start-ups Innovation Technology 249

Intercom, Inc.

APRIL 1, 2021

It’s one of the most visited websites on the internet, curated by a global network of hundreds of thousands of volunteers who have written over 55 million articles in 300 languages. It’s not the first we hear from Janeen. We need to address these historical gaps to get the full story. Off the beaten track.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Intercom, Inc.

AUGUST 25, 2020

Typically on this podcast we’ve focussed on how the product org is structured in a contained way but just as “no person is an island” – no discipline can operate in a vacuum once the company starts to scale. Product people need to think end to end. What follows is a lightly edited transcript of the episode. Hello, Paul.

Start-ups 238

Start-ups Engineering Sales B2B 238