Intercom

SEPTEMBER 25, 2023

You satisfy your customers, but can you satisfy our curiosity? With Alex Sanchez, Customer Experience Lead at Fintual. I am a Customer Experience Lead at Fintual. What’s the most valuable thing that working in customer service has taught you? What’s the best customer service you’ve ever experienced?

Customer Service 59

Customer Service AI Customer Experience 59

Intercom

MARCH 4, 2024

You satisfy your customers, but can you satisfy our curiosity? With Crystal Stephens, Head of Customer Experience at Atlas. As the Head of Customer Experience, my role encompasses overseeing customer interactions, as well as managing our fraud and risk operations programs. “According to our policy.”

AI 52

AI Touchpoint Customer Service Innovation 52

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

Intercom

AUGUST 21, 2023

You satisfy your customers, but can you satisfy our curiosity? With Brittany Page , VP of Customer Success at Billy. I am the VP of Customer Success at Billy, an all-in-one compliance platform. What’s the most valuable thing that working in customer service has taught you? Customer success. USAA Insurance.

Compliance 52

Compliance Customer Service AI Sales 52

Intercom

APRIL 11, 2023

You satisfy your customers, but can you satisfy our curiosity? With Ethan Rylett, Head of Customer Success and Support at RotaCloud. My role at RotaCloud is Head of Customer Success and Support. If you understand the customer’s needs and potential frustrations, you are more likely to end the conversation with a happy customer.

Customer Service 59

Customer Service Gaming CX Customer Experience 59

Intercom

MAY 22, 2023

You satisfy your customers, but can you satisfy our curiosity? With Maartje Daems, Customer Support Manager at Plug&Pay. I’m a Customer Support Manager at Plug&Pay. What’s the most valuable thing that working in customer service has taught you? What’s the best customer service you’ve ever experienced?

Customer Service 59

Customer Service Start-ups Customer Experience 59

Intercom

MARCH 13, 2023

You satisfy your customers, but can you satisfy our curiosity? With Line Granseth, Head of Customer Service at Morgenlevering AS Please tell us a little bit about your company and what you do there. I am the Head of Customer Service here at Morgenlevering. Understanding the customers’ needs, for sure!

Customer Service 59

Customer Service Customer Experience 59

Intercom

JUNE 19, 2023

You satisfy your customers, but can you satisfy our curiosity? What’s the most valuable thing that working in customer service has taught you? What’s the best customer service you’ve ever experienced? What’s the worst customer service you’ve ever experienced? Customer Service.

Entertainment 59

Entertainment Gaming Customer Service AI 59

SurveySensum

JANUARY 10, 2024

Like many others, this company was passionate about improving its services and relied on customer feedback. But don’t worry; this blog will provide you with the worst and best times to send a survey so that you can evaluate your strategies and gather authentic customer feedback. Let’s get started.

NPS 52

NPS Customer Feedback CX Text Analytics 52

Intercom

FEBRUARY 19, 2024

You satisfy your customers, but can you satisfy our curiosity? With Agnieszka Popławska, Customer Success Team Lead at Calamari. I’m a part of the Customer Success team at Calamari. For the past few months, I’ve had the opportunity to grow as a Customer Success Team Leader.

Customer Service 52

Customer Service AI Technology Technology 52

Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. Read on to learn what our experts had to say about the most important steps call centers can take to address an increase in customer vulnerability. JourneyPure. Adrian Travis.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Intercom

APRIL 24, 2023

You satisfy your customers, but can you satisfy our curiosity? With Mara Vicente, VP, Customer Solutions at Pipedrive. Founded in 2010, Pipedrive is a global, sales-first customer relationship management (CRM) software company that helps small businesses drive revenue and become profitable.

Voice of the Customer 105

Voice of the Customer Customer Service Customer Relationship Management CRM 105

Zendesk

OCTOBER 25, 2023

It’s tempting for businesses to deploy technology like generative AI in a trend-induced panic, and we know it is better to deploy strategically with the customer and human CX professionals top of mind. For CX and IT professionals, that means focusing on delivering an excellent customer experience. Ready for the future of CX?

AI 52

AI Customer Experience CX Gaming 52

Zendesk

OCTOBER 25, 2023

It’s tempting for businesses to deploy technology like generative AI in a trend-induced panic, and we know it is better to deploy strategically with the customer and human CX professionals top of mind. For CX and IT professionals, that means focusing on delivering an excellent customer experience. Ready for the future of CX?

AI 52

AI Customer Experience CX Gaming 52

Customer Service Life

MAY 31, 2017

You’ll also learn about the worst trouble we’ve ever gotten ourselves into. Here are the official questions for this week: Icebreaker Question: What’s the worst trouble you’ve ever been in? Customer Service Question: What did you speak on at the recent ICMI conference?

Contact Center 90

Contact Center Customer Service Customer Experience 90

Intercom

SEPTEMBER 11, 2023

You satisfy your customers, but can you satisfy our curiosity? With Ashley Cicchetto, Manager of Customer Success at AR Workflow. I am the Manager of Customer Success for AR Workflow. What’s the most valuable thing that working in customer service has taught you? ” solution. Hardly anything is an emergency.

Invoicing 59

Invoicing Customer Service Customer Experience 59

Dealing With Humans

JANUARY 9, 2023

The concept behind Dealing With Humans applies to virtually any business regularly dealing with customers, clients, guests, and the lot. It is those instances that we can be at our best, and our worst, as customers. You don’t need to put a mint on the pillow, but you can elevate your customer service experience.

Customer Service 97

Customer Service 97

Steven Van Belleghem

JANUARY 10, 2023

At the same time, subscription services – from OnlyFans to Patreon – are becoming mainstream. They’ve identified five emerging trends that will alter the power dynamic between brands and customers in the coming 12 months and beyond: The world’s in a “permacrisis,” but we’ll adapt. Hootsuite: the Future of Social Customer Service.

CX 134

CX Entertainment AI Engineering 134

Intercom

AUGUST 14, 2023

You satisfy your customers, but can you satisfy our curiosity? With Kinga Superson, Customer Support Team Lead at Growbots. It uses AI technology to identify and reach out to potential customers, increasing sales efficiency and productivity. What’s the most valuable thing that working in customer service has taught you?

AI 52

AI Customer Service NPS Sales 52

Fonolo

DECEMBER 11, 2019

HOLD IT: If you’ve ever sent a tweet complaining about being on hold, then chances are you’ve been featured on the Fonolo-powered website: onholdwith.com. As we noted last year, Twitter has inreasingly become a go-to customer service platform for those wishing to air out their frustrating customer service experiences.

Government 67

Government Start-ups Retail Gaming 67

The Customer Service Blog

APRIL 2, 2021

Some of our regular readers have recently written to ask which are the most popular articles we have ever published. We have checked the statistics section of our hosting company and compiled a list the most popular articles ever to appear on The Customer Service Blog. Are your Customers Barnacles or Butterflies?

Customer Service 52

Customer Service 52

Experience Investigators

FEBRUARY 7, 2023

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 So why should customer experience leaders care about customers who are no longer customers??

Social Media 122

Social Media CRM Start-ups Customer Loyalty 122

Logicalware

APRIL 20, 2022

The company’s success comes from its commitment to delivering exceptional customer service that stands out from the crowd, says Sales Manager Garth Smestad. Good customer service for me is the ability to always exceed the customer’s expectations. Happy employees = good service. A new call centre.

Customer Service 98

Customer Service Customer Satisfaction Customer Survey Customer Relationship 98

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. The customer service industry got turned on its head in 2020. We’re hoping that CX leaders realized the key to outstanding service was ensuring their employees were happy. Customer Satisfaction (CSAT).

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

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.

CX 98

CX Technology Technology Customer Experience 98

Intercom

OCTOBER 17, 2023

Having an instantly recognizable brand helps companies to nurture trust, loyalty, and retention among their customers – and ensure a seamless customer experience. But this consistency can often be overlooked when it comes to a company’s customer support offering. Does it offer most, or all, of the following?

Touchpoint 72

Touchpoint Engineering Social Media Customer Service 72

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

Customer Service 136

Customer Service Social Media Start-ups Customer Satisfaction 136

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. If you guessed there are more complaints than ever, you’re right. If you guessed there are more complaints than ever, you’re right.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

SurveySensum

JANUARY 18, 2024

I recently bought a new smartphone and received a customer satisfaction survey. Being in the industry for the past 10+ years I understand the value of gathering customer feedback , so I clicked on “start survey” and set out to give my honest opinion. I recently had an awful experience! The result?

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

TeamSupport

NOVEMBER 4, 2020

“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. And it's how we began our story of two B2B customer support departments. And it's how we began our story of two B2B customer support departments.

B2B 98

B2B Finance Sales Education 98

Taylor Reach Group

APRIL 1, 2020

And with effects of the virus being felt worldwide, contact center leaders are scrambling to support higher-than-projected call volumes in the wake of an ever-increasing risk of higher absenteeism. Design IVR messaging to announce hold times or service interruptions due to the outbreak and have them ready to roll when needed.

Contact Center 137

Contact Center Government Omnichannel Technology 137

Inside Customer Service

APRIL 1, 2021

That right there shows me that I wouldn't want to work for that company," said Stephanie Persic, a customer service representative. It was appallingly managed and the worst interview experience I've ever had," said Fiona Barker, a change management leader. Hell no," said Mark-Allen Perry, a technical project manager.

Customer Service 148

Customer Service 148

Intercom

NOVEMBER 30, 2023

The invention of the telephone revolutionized the way businesses interacted with their customers. Phone calls have been the bread and butter for support teams for decades, but they can’t singlehandedly meet ever-increasing customer expectations for quick and seamless support. That’s why we created Intercom Phone.

Start-ups 98

Start-ups Technology Technology Gaming 98

Intercom

MAY 8, 2023

You satisfy your customers, but can you satisfy our curiosity? With Barry Pepper, VP of Customer Experience at PushPress. I am currently in the role of VP of Customer Experience, having started with PushPress almost five years ago as a part-time support specialist. What’s the worst customer service you’ve ever experienced?

Customer Service 59

Customer Service Start-ups CX AI 59

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

Zendesk

NOVEMBER 19, 2022

That’s generally good advice—but when business leaders are facing one of the worst economic downturns in more than a decade, it’s not particularly easy guidance to heed. You might actually find that customer satisfaction increases. Getting this right creates a win-win, driving better experiences for both the customer and the employee.

Transportation 52

Transportation Healthcare Customer Satisfaction AI 52