Inside Customer Service
MARCH 10, 2022
Last December, I visited three bicycle shops to search for a new bike. I wanted a hybrid bike that was easy to maintain and fun to ride. The employee at the first shop immediately focused what they had in stock, which wasn't much. He didn't ask any questions and barely answered mine. The employee at the second bike shop answered my questions, but didn't go deeper to truly understand my needs.
Callminer
MARCH 9, 2022
Haskell is a big functional language. Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar to Python and expands outwards.
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The Belding Group
MARCH 11, 2022
One of the most difficult career moves anyone makes is that first promotion from employee to boss. The people who were your coworkers yesterday are now reporting to you. It is stressful, intimidating, and the transition is rarely easy. There are a lot of things you have to deal with. Shaun Belding | www.shaunbelding.com.
Intercom, Inc.
MARCH 9, 2022
At Intercom, shipping is just the beginning. We iterate, fight for adoption, and keep pushing for maximum impact for our customers and our business. We strive to deliver outcomes as well as outputs to drive real results for our customers. In an episode of our Intercom on Product podcast , our co-founder Des summed up the output vs outcomes relationship in this way: “it’s what you ship versus what happens because of the thing you ship.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Retently
MARCH 10, 2022
Churn. It’s that awful, nasty, revenue-crushing word that every SaaS company has to deal with at some point in their customer lifecycle. Some companies experience a massive churn rate and have to fight for every customer. Others have cracked the code and find their churn rate so low, they rarely have to think about it. There is also a third group of businesses that will continue to grow in spite of a high customer churn because of the impressive revenue generated by existing clients.
Callminer
MARCH 7, 2022
Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how customer service organizations operate today.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
MARCH 8, 2022
The crisis in Ukraine is weighing heavily on us at Intercom. There is a tragedy unfolding and it is especially difficult for those worried about the safety of their loved ones in the region. There’s a quote I think of in difficult times: “Look for the helpers. You will always find people who are helping.” I’ve been inspired by everyone at Intercom who is doing something to help those impacted by this crisis.
Gainsight
MARCH 9, 2022
In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. And based on those metrics— and their intimate knowledge of their customers’ businesses—Customer Success Managers (CSMs) are able to craft strategies that improve the
Steven Van Belleghem
MARCH 10, 2022
I loved that Ron and Steve Jobs decided to make the stores “as big as their brand” and not just as big as their product line (which is how it’s usually done) and that they then ‘filled’ them with experiences to create engagement. But I’ll let you listen to the podcast episode to hear more about that: Today, Ron is one of the driving forces behind Enjoy, a fantastic Smart Last Mile™ solution with a network of Mobile Stores.
Intercom
MARCH 10, 2022
The e-commerce landscape has grown exponentially since 2020, with experts predicting that the pandemic accelerated transformation of the digital space by up to five years. With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Intercom, Inc.
MARCH 8, 2022
The very first International Women’s Day was held on March 19th, 1911. Meetings, protests, and demonstrations erupted all over Europe, where more than one million women marched for women’s equal rights under the law. We stand on the shoulders of the greatest women not just in our generation, but in the generation of our mothers, grandmothers, and great grandmothers.
Shep Hyken
MARCH 9, 2022
I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. My go-to response has always been, “Show them the numbers.” The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. .
Zendesk
MARCH 10, 2022
Like the rest of the world, we have watched with sorrow and anger as war unfolds in Ukraine. Our hearts break for the people of Ukraine, and we hope world leaders continue to look for swift paths to peace. While we do not have any business operations in Ukraine, we are supporting our customers and partners there with payment relief so that they may continue to support their customers without interruption.
ModSquad
MARCH 8, 2022
Providing customer experience services is like real estate — it’s all about location, location, location. There are vendors that offer offshore support by non native speakers. Then you have the modern service provider that meets clients, and their customers, on a local level. That’s what we do here at ModSquad. Our CX experts, called Mods, not only speak the customer’s language, but also understand their culture, their region, and their customs.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Intercom, Inc.
MARCH 7, 2022
We’re not big believers in a one-size-fits all approach to online business. That’s why we’re continuing to create customizable features that will allow your marketing, sales, and support departments to flourish. Last month’s shiny new updates will not only allow us to improve the efficiency of your teams, but your customers can also enjoy the most personalized engagement on the market.
Hodusoft
MARCH 10, 2022
Should ITSPs invest in Multi-Tenant IP PBX? The changing landscape of business communications accelerated technological innovations in the telecom space. The last two decades witnessed a rather fast adoption of internet phones (IP phones) and a switch to a multi-tenant IP PBX across industries. VoIP (Voice over IP) which uses IP to connect Private Branch Exchanges (PBXs), is a terminology now being used interchangeably with IP telephony. .
Zendesk
MARCH 9, 2022
Anyone who works in business development knows that it can be a tough job to explain. If someone asks you what you do for a living and you say, “Business development,” you’re usually met with a quizzical look. So if you don’t have a thorough grasp on what business development is, don’t worry—you’re not alone. The best way to understand business development is to break it into clear pieces.
Logicalware
MARCH 8, 2022
Real-time Voice Interaction Analytics helps improve live conversations in your contact centre. Many contact centres today use a speech analytics solution to analyse their customer calls and uncover insights on how to improve their customer service. These solutions transcribe and analyse customer calls after they’ve happened to reveal common call drivers, trending topics, customer sentiment, and root causes of customer complaints.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Gainsight
MARCH 8, 2022
Looking back, I’ve always been a builder. It started back in the 1980’s, where I spent every afternoon and weekend hanging around my parents’ interior design store in McKinney, Texas. . It was my first true taste of entrepreneurship – of building something from the ground up and putting everything you had into making it a success. Of building and managing budgets and always trying to make things more simple and efficient.
Ameyo Callversations
MARCH 6, 2022
Lack of customer communication is something that even legacy enterprises can’t choose to afford in today’s business landscape. Customer support and experience have become even more imperative than before to generate new business and retain existing customers. This communication channel between a business and its customers, either existing or potential, must be prompt and super smooth.
Zendesk
MARCH 7, 2022
For the first time in a long time, the world of tech, business, and media seem to be less focused on the pandemic and more focused on the future. The Pantone color of the year , Very Peri, suggests “daring curiosity” that “helps us to embrace this altered landscape of possibilities.” Futurists optimistically embrace Web 3 concepts like cryptocurrency, NFTs, and the metaverse, which in turn are becoming everyday parlance beyond certain corners of Twitter, Discord, and LinkedIn.
Beyond Philosophy
MARCH 10, 2022
Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. .
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Gainsight
MARCH 8, 2022
Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . When we thought about the most important idea we wanted to leave people with after Evolve, the word we kept returning to was growth.
Comm100
MARCH 9, 2022
Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. .
Zendesk
MARCH 7, 2022
If you’re not yet focusing on the customer experience with your organization, it’s time to get started and kick it into high gear. Customer expectations are higher than ever and evolving. You’ve got to get ahead of that. There are often challenges to getting a customer experience program off the ground in any organization, so let’s overcome those and get moving.
Conversation Agent
MARCH 9, 2022
“You are a brand.” From this simple thesis Tom Peters put forth in a book: Brand Called You, came an article in Fast Company magazine. The personal brand movement started in earnest. It was 1997. I revisited the concept at the The Blog Herald more than ten years on. Especially for those of us who worked in communications for organizations it was an intriguing thought.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Gainsight
MARCH 9, 2022
User onboarding is piling extra pressure on product leaders’ and managers’ shoulders. And it’s a massive responsibility. According to thinkJar research, nearly 70% of customer churn could be stopped if issues were resolved during the initial engagement. But there are onboarding traps that ambush product leaders as they work to perfect this critical stage of their user’s journey.
Totango
MARCH 8, 2022
With March dedicated to celebrating women’s history, International Women’s Day on March 8 is a special day to honor women’s achievements, raise awareness against bias, and take action for equality. That makes it a challenging day for the tech industry, which still only sees 5% of leadership positions held by women ! At Totango, however, we have much to celebrate.
Zendesk
MARCH 8, 2022
Successful companies are constantly asking questions. What makes for the best customer service experience? Does the fastest response time always mean a satisfied customer? Customer support teams are in a tricky situation — they need to optimize costs and still provide the best agent and customer experience. Many businesses use traditional KPIs like average handle time and first call resolution as key metrics.
Fonolo
MARCH 10, 2022
Attrition is one of the biggest challenges in the call center industry. While industry averages lie between a 30-45% attrition rate , some call centers are unlucky enough to experience over three times that amount in a single year. Moreover, call center agents tend to stay a maximum of one year in a role, much lower than the national median of four years.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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