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The EU was kind enough to provide a stress test for our email delivery pipeline during the GDPR surge on a scale that I doubt our engineering team as a whole would have agreed to, and we passed. You’ve all heard about GDPR, as it ironically swamped your inboxes in the process of protecting you from unwanted emails. For our engineering teams at Intercom, there was a much more short term impact last week, which we think is interesting enough to share more widely.
Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn risk score automatically.
Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).
Historically, Customer Support has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected.
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
As the rise of bots and automation continues apace, a lot of people are wondering how the sales process and lead qualification will be affected by this fast-evolving technology. Some are even asking if salespeople are at risk of being eclipsed by chatbots altogether. But a fairly simple example of how the Intercom bot, Operator , helped our sales conversations illuminates what we think that future might look like in practice.
Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service? This question has been with us since the earliest web sites and IVRs started to offload the simplest tasks from agents.
Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., they are first!), they often don’t. Many companies actually believe that they can improve the customer experience without improving the employee experience.
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Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., they are first!), they often don’t. Many companies actually believe that they can improve the customer experience without improving the employee experience.
In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.
We all like to think we’re the drivers of our own life. We intuitively feel that we are choosing the route, direction and speed of our journey, and even the type of car we’re traveling in. We have an inbuilt tendency to believe we are deciding our destination, that we are actively mapping out our career direction and our life story. The truth is, however, that most of us are mere passengers in our own life journey.
Image courtesy of Quadient Are you communicating with customers in their preferred methods? That's only one of many questions we discussed last week, when I had the pleasure of participating in the keynote panel for Quadient's third virtual CX Transformation Day. The panel, moderated by Mirza Baig, Quadient's Director of Digital and Advocacy Marketing, included David Poole, with the Financial Services Center of Excellence at Publicis Sapient; Paul DeSantis, Chief Operating Officer of ANRO; and m
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that…and the key steps to take. The post Critical Steps For a Successful CX Implementation appeared first on.
Those unfamiliar with what product engineers do could be forgiven for assuming that it’s all broadly the same job. After all, we all tend to work in code, use black text editors with luminous text, and stare at console windows with endlessly scrolling symbols. But making the transition from consultant engineer to a product engineer was a revelation – I realized that working as an engineer in client services and working as a product engineer are essentially two completely different jobs, br
This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original. Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. Some of that’s to be expected given the variety of clients we work with.
One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. For sure, this is challenging, but you can find and keep good-fit employees if you know what’s important to Millennials as it relates to the job search and company culture. Millennials now make up about 50% of the workforce.
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.
If you’re deeply invested in the customer service industry, you already know this one fact: June will be an exciting, educational month thanks to the 19 th Annual Customer Contact Week, held this year from June 18-22 at The Mirage Hotel in Las Vegas, Nevada. Known as Call Center Week since its inception in 1999, the annual event has rebranded as Customer Contact Week in 2018, in acknowledgement of omni-channel technologies improving customer experiences in the industry as a whole.
What are the Confirmit Horizons APIs? True insights from Market Research, Voice of the Customer and Employee Engagement programs rely on the ability to correlate and integrate the information with other areas of your business, such as platforms for Customer Relationship Management, product management, Enterprise Resource Planning, or accounting. Confirmit Horizons provides programmatic access to your organization’s information using simple, powerful, and secure application programming inte
Thank you for joining the movement! My friends, book number four is done! And many of you already have the copy on your bookshelf! This book, Would You Do That To Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , is my “thank you” for letting my words into your life. I’m grateful to our community of brave customer crusaders from every kind of business across the globe.
I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word. You’re in for a professional development treat today, because I’m sharing with you what I’ll facilitate in Philadelphia next month.
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
Over the past several months, I’ve been conspiring with MarTech Advisor ’s Chitra Iyer and Amit Varshneya and industry expert Anand Thaker to produce a podcast devoted to martech news of the week. I’m happy to announce that the first two episodes of Talking Stack were released yesterday, available here. Why this podcast? Well, there’s an awful lot of martech news every week.
A fully connected environment—smart homes, smart offices, smart cars—has transitioned from yesterday’s futuristic fantasy into today’s very real Internet of Things (IoT) ecosystem.
In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio has a lot of experience blending marketing and sales. As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry.
Many people today overlook the importance and power of a warm welcome -- in business & in personal relationships. JOIN #PeopleSkills global Twitter chat w/ Kate Nasser, The People Skills Coach™ June 3rd 10amEDT to share your insights on the chemistry & power of the warm welcome. | #Community #Teamwork #Leadership #Relationships. The post Warm Welcome: JOIN People Skills Global Chat June 3rd | #PeopleSkills appeared first on KateNasser.com.
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.
At ClientSuccess , we value candid conversations with Customer Success leaders that have unique experiences and varying viewpoints on the world of Customer Success. This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success. What led Mark into Customer Success?
What is Confirmit CATI? Confirmit CATI is the telephone interviewing module of Confirmit Horizons™, our flexible, multi-mode solution for Market Research, agencies. Confirmit CATI is used by some of the world’s largest Market Research organizations and is built on over 30 years of experience in providing business critical CATI solutions to the market.
Only two years after going public, specialty tea retailer DAVIDsTEA announced at the end of 2017 that it was evaluating strategic alternatives, including a potential sale and store closures. At first glance, this is another example of a brick-and-mortar business struggling to stay afloat in a retail economy that is increasingly shifting toward e-commerce and digital experiences.
To build a great product, you have to intimately understand the problem it’s built to solve. To build a great business, as Steli Efti has learned, your customers must feel the pain of that problem too. Steli is the CEO of Close.io , an inside sales CRM that helps startups and SMBs generate high-quality leads and close more deals. When he’s not building software, Steli’s sharing content with the wider sales community through the Close.io blog , books on everything from product demos t
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.
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Used widely across the globe, NPS® has become a key metric in customer engagement since its launch in 2003, attributed mostly to the model it provides for linking customer loyalty to financial KPI’s and profitable growth.
Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make a decision—and as customers we often do this—by simply substituting in another question and answering it.
The most important tasks for any early stage startup are to write code and talk to users. When we started Intercom the latter was my job. About 50 percent of my time was spent communicating with potential users, whether that was asking them to try Intercom over email, meeting them at conferences, responding to them in blog comments or talking to them on Hacker News.
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.
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