CX Accelerator

JANUARY 11, 2021

Tony Hsieh, whether we knew him or not, was an influencer and mentor to so many of us in the world of CX. The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". As a writing teacher and literary magazine-type person, I loved this.

CX 182

CX Innovation Contact Center Education 182

Inside Customer Service

MARCH 30, 2023

Examples include: Upholding the brand promise and other guarantees Writing to customers using the brand style guide Following service standards when assisting customers I like to use the A-B-C-D model to create clear, observable learning objectives: A = Audience: who is being trained? You want to build a service culture.

Construction 182

Construction Customer Service Customer Experience 182

Intercom, Inc.

OCTOBER 21, 2020

Keeping our customers’ needs in mind helps us create content that sets our customers up for success, and motivates them to achieve it. Keeping our customers’ needs in mind helps us create content that sets our customers up for success, and motivates them to achieve it. Define how your article helps users. ” moment.

Start-ups 211

Start-ups Sales Customer Experience 211

Intercom, Inc.

JANUARY 5, 2021

So what should your problem statement include, and how can you write a great one? Closer to home, we made sure to get a deep understanding of why Intercom customers were asking for tickets , which in turn allowed us to solve these customer problems without creating tickets as they exist in many other products.

Transportation 279

Transportation Start-ups Finance 279

Zendesk

MARCH 5, 2024

Former First Lady Michelle Obama has spent her life challenging us to reconsider where that “supposed to” comes from—and who determines it. Each of us can write our own story. The post Former First Lady Michelle Obama to join us at Zendesk Relate appeared first on Zendesk. Register now for Zendesk Relate in Las Vegas.

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52

Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. Here's a five step process for writing customer service procedures your employees will love. The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports. The manager used a simple strategy to turn things around.

Mystery Shopper 183

Mystery Shopper Customer Service Government Retail 183

Beyond Philosophy

JULY 13, 2023

Those who have read The Hitchhiker’s Guide to the Galaxy might agree that it’s a bit like the supercomputer Deep Thought telling us the answer to the question of life, the universe, and everything is 42. Consider the following: Machine learning uses algorithms. It all happens beneath the surface.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Intercom, Inc.

FEBRUARY 5, 2018

It was as if someone had put my tangled thoughts into crystal clear writing. By writing a blog that’s aimed at other startups and designers we can talk about our mission, our values and our process to help readers get an inside look into what it’s like to work with us. As I read it I got so energised.

Start-ups 217

Start-ups 217

Zendesk

FEBRUARY 13, 2024

More in this guide: How to write a customer apology letter 25 customer apology letter templates and examples Frequently asked questions Simplify saying you’re sorry How to write a customer apology letter Writing an effective apology letter involves a balance of customer empathy , timeliness, accountability, and actionable solutions.

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Service Customer Loyalty 52

Intercom, Inc.

APRIL 1, 2021

Last year, she joined us on a fascinating panel episode of Inside Intercom , where we talked about allyship, representation, and privilege. Last year, she joined us on a fascinating panel episode of Inside Intercom , where we talked about allyship, representation, and privilege. It’s not the first we hear from Janeen.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Intercom, Inc.

AUGUST 25, 2020

That process still fails a good bit, but most of us know to repair confusion quickly with follow-up questions. “In human interactions, we instinctively work together to close the gaps in meaning inherent in conversation”. In human interactions, we instinctively work together to close the gaps in meaning inherent in conversation.

Legal 290

Legal Start-ups Engineering AI 290

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. We hope you enjoy today’s show. Thanks very much.

Management Consulting 157

Management Consulting CX Customer Experience 157

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. Will finds that writing a promotion packet is a good way to navigate the path towards becoming a staff engineer.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

NOVEMBER 17, 2021

Writing a clear, timely, and empathetic message to your customers is a very sought-after craft. Fortunately, it’s not as elusive as you might think, and it can definitely be taught — writing coach Leslie O’Flahavan has spent over two decades doing just so. The art of writing well at work.

Start-ups 118

Start-ups Social Media Customer Service Government 118

Intercom

DECEMBER 18, 2023

Please tell us a little bit about your company and what you do there. They didn’t provide any solution or timeline, and they couldn’t commit to notifying us when the issue had been resolved. We used to have an office in Zarautz, a village in the Basque Country well known for its waves.

Customer Service 98

Customer Service 98

Customer Think

FEBRUARY 13, 2024

I’m writing to complain about vendors – more specifically, the way they’re engaging with customers these days. They seem to forget that we’re the ones paying their salaries; one of the ways to exhibit their commitment to us is by making themselves available. It’s part of what we pay for when we choose their product […]

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TeamSupport

APRIL 20, 2021

We associate our professional lives with many things, and what makes us happy and motivated about work might be different for everyone. But there’s one thing that motivates most of us: meaning. In this post, you’ll find all answers related to this important statement as well as tips to write one. But it all begins with writing.

Customer Service 98

Customer Service Customer Satisfaction B2B Customer Experience 98

Intercom, Inc.

JANUARY 14, 2019

We asked five Intercomrades to tell us about a book they have read that has had an impact on them. We hope this collection of reads that moved us has the same effect on you and that in 2019 you find some nugget of wisdom here that meaningfully influences your thinking, your work or simply how you spend your time.

Entertainment 150

Entertainment Sports Start-ups Technology 150

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? At Intercom, we are highly focused on delivering products that actually solve problems for customers.

Engineering 151

Engineering Start-ups Construction Technology 151

Inside Customer Service

AUGUST 10, 2023

There's a good chance the employees there use rapport to make you feel great. How to grow your rapport skills Most of us have a good foundation of rapport skills. These are the skills we use to make friends and build relationships with people outside of work. The key is identifying and using these same skills with customers.

Customer Service 199

Customer Service Start-ups 199

Experience Investigators

MAY 7, 2024

Of course, many of us are still early in our AI adoption journey, and we have plenty of other priorities. In creative fields, AI is far from being able to replace writers who write well. AI helps us do things faster and more accurately. Take one step at a time and don’t be afraid to try things.) AI is nothing new.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Beyond Philosophy

AUGUST 15, 2020

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? It turns out that the technology we use to share information affects what we include in the content. Rely on the phone to help us stay in touch wherever, whenever.

Data Mining 138

Data Mining CX Customer Experience Technology 138

Taylor Reach Group

JUNE 12, 2020

Why did they choose to work for us? What had they been doing before they came to us? (I One day a young person told us she’d been in college studying German. I also did it to begin learning their names, which I then used at every appropriate opportunity. By Peg Ayers. “A meaning, “Do you speak German?”

Contact Center 134

Contact Center Customer Service 134

Beyond Philosophy

AUGUST 27, 2022

Intuition is the way we can “know” things without using our reasoning. Knowing when intuition could be correct and when it might not be is a critical skill for any of us, particularly in business. Please tell us how we are doing! Unfortunately, intuition isn’t always right. Complete this short survey.

Management Consulting 141

Management Consulting CX Customer Experience 141

Intercom, Inc.

APRIL 13, 2021

For this reason, we chose to run exclusively on AWS and wherever possible, we make use of battle-tested AWS services, be it RDS Aurora for our relational databases, the Simple Queue Service (SQS) for our async workers or ElastiCache for our caching layer. In Intercom, we believe that shipping is our company’s heartbeat. Three areas of focus.

Engineering 249

Engineering Start-ups Technology Technology 249

Inside Customer Service

JUNE 17, 2021

These short, simple statements make it easier for employees to use the mission to guide their daily work. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. What are a company’s mission, vision, and values? Mission: What the company does. Customer-driven.

Transportation 148

Transportation Legal Customer Service Technology 148

Intercom, Inc.

JUNE 1, 2018

The most important tasks for any early stage startup are to write code and talk to users. They allowed us to reach an entirely new audience who would never have heard of Intercom had I not talked to them. So I was the person responsible for writing the blog, meeting people at conferences, speaking onstage, etc. Absolutely not.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Intercom, Inc.

JULY 17, 2021

Serena joined us six years ago and has become an integral part of the engineering team. Meet Serena Fritsch, Product Engineer at our Dublin office. We chatted to her about why she chose Intercom, her dreams, and her advice for women looking to get into engineering. What is the weirdest hobby you developed during quarantine?

Engineering 129

Engineering Technology Technology 129

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. At the end of the day, someone is asking, “How was your first day at work?” Appreciate.

Legal 195

Legal Education Customer Service Customer Survey 195

Beyond Philosophy

JANUARY 14, 2023

Here are a few key moments in the discussion: 03:19 We present Jason’s business problem, how other listeners can send in their questions for us to answer on the podcast, and how Colin can tell a person has made a buying decision. Tell us about it here. Please tell us how we are doing! If they do, it’s a good sign.

Management Consulting 97

Management Consulting Sales Customer Experience 97

Inside Customer Service

MAY 27, 2021

Trying using this guide. I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. Their challenges are individual, but they all struggle. Many have received conflicting advice. It's hard to know where to start.

Start-ups 148

Start-ups Social Media Contact Center Customer Service 148

Inside Customer Service

APRIL 21, 2022

I recently had to contact technical support. My external hard drive was failing, and I wanted to recover the files. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Then, it got awkward. Someone who had never spoken to a customer. We both laughed a bit, sensing the awkwardness.

Customer Service 159

Customer Service Start-ups Customer Experience 159

Beyond Philosophy

JULY 27, 2023

We are discussing authenticity here because one of our podcast listeners asked us to discuss it. He only lived in the imagination of us all. On the other hand, authenticity is paramount when discussing an insurance agent writing a policy to cover your medical care. Now, it seems simple. It should both feel and BE authentic.

Business Growth 78

Business Growth AI Start-ups 78

Intercom, Inc.

APRIL 17, 2018

So to save you trawling through all 200 pages, I’ve picked out the top nuggets of timeless sales writing advice from Kennedy that we can all learn from today. Could you say that about sales messages you write to prospects who visit your site? Make sure your sales message is seen. Demonstrate the value not the price.

Sales 165

Sales Non-Profits Start-ups 165

Intercom

DECEMBER 4, 2023

Please tell us a little bit about your company and what you do there. I would be lost if I didn’t write out my daily (and weekly) tasks, then I get a little dopamine hit every time I tick them off (yes, I do it on paper). ” What’s your most used emoji in customer chats? ???? With Will Yates, Co-founder of ttagz.

Customer Service 85

Customer Service Customer Experience 85

Intercom, Inc.

JANUARY 21, 2020

I studied the first screen of 25 popular iOS apps to determine how much text they use. The results shows us the value of taking a principled approach to writing text for mobile apps – because product design is still all about the words. I use apps for everything from movies and music to weather and maps.

Social Media 291

Social Media Finance Retail Transportation 291

Lumoa

MARCH 9, 2023

Since empathy is a soft skill, there are those quick to write off its importance. Let me give you a real-life scenario of how it works in general. Customer empathy is at the heart of Lush’s approach to building trust with its customers. The release of the “ How It’s Made ” videos is a perfect example of this.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169