Intercom

MAY 14, 2024

We’ve talked a lot about the positive changes AI is going to bring to customer experience and how support agents work, but what will it mean for support leaders? This isn’t unique to customer support. Are you holding a high bar for company values and alignment? Hey, can you tell customers X instead of Y?”

AI 52

AI Start-ups Touchpoint Sales 52

Intercom

MARCH 21, 2024

When your support team is constantly firefighting and tackling support queues, carving out time to do other things like create help content can feel costly. Now, it’s also critical for fueling the AI support engine to give your customers accurate, trustworthy answers. Great knowledge content compounds in value over time.

AI 52

AI Engineering Start-ups Sales 52

Intercom, Inc.

JANUARY 18, 2023

We create our business strategies around driving growth, and look to growth as the key indicator of the health and viability of our companies. Are you providing the right support and delivering ongoing value? Are you providing the right support and delivering ongoing value? But they’re not the whole picture.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Intercom

FEBRUARY 20, 2024

According to our Customer Service Trends Report 2024 , 87% of support teams have seen an increase in their customers’ expectations over the last year, and 68% of those believe that expectations have been directly influenced by AI. Speed of resolution Time to resolution is a common metric for support teams.

AI 52

AI Customer Expectations Technology Technology 52

Intercom, Inc.

MARCH 28, 2022

Third, the lines between sales, marketing, product, and support are blurring. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue? But this is where many companies are struggling. The answer is yes – it’s both. Yes, yes, and yes – it’s everyone’s business.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Inside Customer Service

MARCH 4, 2021

Here are a few other terms used for BOH employees in different industries: Administrative employees Support staff Internal partners Why BOH employees need customer contact BOH employees impact the customer experience even though direct customer contact is rare. It typically takes just a pinch of intentionality.

E-commerce 163

E-commerce Legal Hospitality Hospitality 163

Help Scout

APRIL 29, 2021

Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs. Every company has a culture, and it isn’t something you can directly build. What differentiates a typical company from one that has a strong customer service culture?

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Customer Experience Matrix

MAY 9, 2024

Obviously this isn’t enough to draw statistically meaningful conclusions, especially when you bear in mind that the audience of CDP Institute members can’t be considered representative of the industry as a whole. In any event, it (should) go without saying that what any individual company needs will depend on its own situation.

Structured Data 52

Structured Data 52

Intercom, Inc.

APRIL 23, 2018

It is at this point that companies need to focus on bringing their privacy ecosystem up to the required standards. The principle behind GDPR is to make companies more accountable for the data they hold and the way they handle it. For platform companies such as Intercom, we plug into other products and platforms as needed.

Compliance 220

Compliance Legal Engineering Sales 220

Totango

APRIL 18, 2022

In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . You’re sitting on hold with tech support for hours only to hear that dreaded phrase “turn it off and back on again.” We’ve all been there. Customer success is a fast-paced industry. Quick Adoption is Key to Success.

Scorecard 95

Scorecard Start-ups Customer Experience 95

TeamSupport

NOVEMBER 18, 2022

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%. Essentially rising support demand will likely hurt your business’ revenue.

Customer Satisfaction 98

Customer Satisfaction B2B Customer Experience 98

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users.

Start-ups 188

Start-ups Sales Engineering CRM 188

Intercom, Inc.

DECEMBER 16, 2020

Your sales team is integral to your business’s success: not only do your salespeople bring in the big deals, but they also represent your company and culture to every new and potential prospect. People all across the company are so proud of our sales team. I’ve never worked anywhere with that much cohesive support”.

Sales 143

Sales Start-ups Education Customer Feedback 143

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Contact center professionals?

Contact Center 271

Contact Center Non-Profits Technology Technology 271

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

Totango

FEBRUARY 23, 2024

On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn. That’s a whole level of data and visibility that marketers maybe weren’t focused on initially because we’re all about the pipeline and helping sales close those deals.”

Customer Acquisition 93

Customer Acquisition Sales CRM Innovation 93

Intercom, Inc.

OCTOBER 19, 2022

As businesses grow and scale, they need to continue to earn and build on that trust in every way they can – but with rapidly expanding tech stacks, it’s not just their own company policies they need to monitor, it’s those of every company they partner with. Explore other articles in the series. Your data is our most critical asset.

Compliance 138

Compliance Legal Government Engineering 138

Intercom, Inc.

MAY 11, 2022

Our “keep it simple” principle permeates everything – processes, technical approaches, feedback – and is an essential tenet of a rapidly scaling company. It’s easy to effortlessly simplify things when you’re a ten-employee company and everyone shares the same context, but try scaling that to a hundred, and then a thousand.

Engineering 145

Engineering Start-ups Innovation Technology 145

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. Post-2020 Company Mindset. 13% High Call Volume.

Contact Center 246

Contact Center Outlook Gaming Education 246

Intercom, Inc.

MAY 19, 2021

It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? This is the story of how we grew and expanded our team over the past few years as the company rapidly scaled, and how we have gone about expanding our responsibilities.

Technology 216

Technology Technology Engineering Start-ups 216

TeamSupport

OCTOBER 4, 2022

A company's ability to provide an ideal B2B customer support experience is only capable of going as far as it can meet customer expectations. Businesses can set themselves up for long-term success by relying on the best B2B support software and adhering to these five strategies: Five customer service strategies to follow.

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

ECXO

MAY 16, 2024

The customer-centric leader clarifies individual contributions to the customer experience In today’s competitive landscape, it is crucial for companies to ensure that every employee contributes to how customers perceive the organization’s products or services.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Intercom

AUGUST 23, 2022

With increasing business costs and reduced headcount, companies are feeling the squeeze as they also grapple with rising consumer expectations. That’s why companies should look to support – and retain – the customers they have. But what role does customer support play in this effort to retain customers?

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

Beyond Philosophy

DECEMBER 28, 2023

” Instead, everybody’s off running around doing their own thing and working too tactically without that bigger-picture view of the whole organization. When he works for a company, he makes it clear that he owns every interaction a customer has with a company, self-service or human, in every channel and every life cycle stage.

AI 88

AI CX Start-ups Customer Service 88

Customer Service Life

MAY 16, 2022

The first time she got out, we just put the brick in the wrong place and found that she had moved a couple of feet into the neighboring fish tank, enjoying the warm water, and keeping our Betta named “Shrimpy” company. This whole experience got me thinking about my work in customer support and customer experience.

Start-ups 122

Start-ups Engineering Customer Feedback Customer Experience 122

Aquire

JANUARY 6, 2022

As more and more consumers go online for their buying needs, companies are increasingly turning to the ecommerce chatbot to meet evolving customer expectations and deliver instant, personalized, and seamless shopping experiences. Not only does this reduce customer wait times, but it helps you save on your support team staffing, too.

Social Media 98

Social Media Artificial Intelligence Retail AI 98

Intercom

NOVEMBER 16, 2023

Companies often treat the customer experience as an afterthought, focusing most efforts and resources on product development or sales structures instead. A supportive, meaningful environment where people have purpose and a voice helps beyond employee engagement – for every 1% rise, you get almost a 0.5% rise in customer satisfaction.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 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

Shep Hyken

JULY 7, 2021

Not long after that, however, other smart people started using the term customer experience to describe every interaction with a company. That’s part of it, but it’s not the whole picture. The customer support department deals with questions, problems and complaints. That included customer service and much more.

Customer Service 135

Customer Service Customer Experience Gaming CX 135

Zendesk

SEPTEMBER 7, 2022

Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. Customers want personalized service from the companies they shop with—and they’re okay with sharing their data if it means you’ll deliver it. The Tile support team prides itself on its human-first approach to CX.

Retail 98

Retail CX Non-Profits Omnichannel 98

Intercom, Inc.

JUNE 18, 2020

Here are the emails we sent to the company this morning. Intercom has been no less than the adventure of a lifetime: We created a whole new category. Now the very biggest public software companies are eager to bring conversational experiences to their customers too, and a hundred startups have been created to do the same.

Start-ups 132

Start-ups Business Growth Innovation Sales 132

Shep Hyken

SEPTEMBER 6, 2022

How to Engage the “Whole of Business” to Solve Customer Issues. He shares how organizations can engage the “whole of business” to create a frictionless experience. Top Takeaways: There are now more channels for customers to contact companies, making it easier than ever for them to do so. Quotes: “The best service is no service.

Net Promoter Score 57

Net Promoter Score Customer Loyalty Customer Service AI 57

Totango

NOVEMBER 10, 2023

In today’s constantly changing environment, B2B companies will drive the majority of their growth from retention and expansion. Our partnership and pre-built SuccessBLOC with Higher Logic makes it seamless for Totango partners to support community engagement and development. 80% of net revenue comes from the customer base.

Customer Journey Map 98

Customer Journey Map Construction Touchpoint B2B 98

Intercom, Inc.

FEBRUARY 22, 2022

Each area is defined by a separate program of work and is supported by one or more specific teams. We’ve invested massively in compelling security assurance to foster and safeguard our customers’ trust in Intercom as a product, but also as a company, evidenced by our SOC2 Type II and HIPAA attestation reports, and ISO27001 c ertification.

Compliance 118

Compliance Engineering Education Government 118

TeamSupport

MARCH 31, 2021

Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it. Self-service is still good customer service.

Omnichannel 98

Omnichannel B2B Customer Service Customer Experience 98

Help Scout

SEPTEMBER 14, 2021

In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business leaders who’ve created great customer service programs of their own. Strategy #3: Involve the whole company. It’s for good reason.

Customer Service 127

Customer Service VOC Start-ups NPS 127