Inside Customer Service
SEPTEMBER 22, 2022
We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service is hard. It requires a lot of focus, calm nerves, and the ability to work through multiple distractions. All of that gets a lot harder when you have ADHD.
Totango
SEPTEMBER 20, 2022
Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.
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Shaun Belding
SEPTEMBER 19, 2022
How you manage customer expectations is a critical component to delivering outstanding customer experiences. When you can meet or exceed someone's expectations you trigger trust and the belief that you genuinely care about your customers. Unmet expectations, on the other hand, are the most common trigger for “difficult customers” or difficult situations that lead to the need for service recovery.
Fonolo
SEPTEMBER 20, 2022
When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no
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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.
ClientSuccess
SEPTEMBER 21, 2022
In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams. We have to get this issue resolved as quickly as possible, and this renewal process is taking too long – how can we speed it up are just two examples of conversations that have probably happened in every single customer success department meeting.
Adrian Swinscoe
SEPTEMBER 23, 2022
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. One of the most dangerous things in the workforce, particularly in […]. The post Diminishing unconscious bias in customer service first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
SEPTEMBER 22, 2022
As I mentioned in previous posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.
Intercom, Inc.
SEPTEMBER 22, 2022
At some point in their growth, businesses usually start investing in customer research. They work with consulting firms, hire their own analysts, buy data management software. But the fact is that a large portion of the employees – developers, marketers, product managers (whose work depends on an intimate understanding of the customer) – rarely, if ever, interact with them.
Adrian Swinscoe
SEPTEMBER 20, 2022
Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack […]. The post CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman first appeared on Adrian Swinscoe.
Callminer
SEPTEMBER 18, 2022
CallMiner's new Product Innovation Series showcases advancements made to the CallMiner platform. The 2022.09 release introduces new functionality across quality management, language support and more.
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.
Heart of the Customer
SEPTEMBER 22, 2022
As I mentioned in my last post, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.
Intercom, Inc.
SEPTEMBER 22, 2022
Elasticsearch is an indispensable part of Intercom. It underpins core Intercom features like Inbox , Inbox Views, API, Articles , the user list, reporting, Resolution Bot , and our internal logging systems. Our Elasticsearch clusters contain more than 350TB of customer data, store more than 300 billion documents, and serve more than 60 thousand requests per second at peak.
The DiJulius Group
SEPTEMBER 20, 2022
The pandemic changed the way much of America works. After two long years of remote work, a significant percentage of the employees who haven’t joined the great resignation bandwagon are disengaged and reluctant to go beyond their regular work hours and duties–a response is known as “Quiet Quitting.” Exactly what is Quiet Quitting and what.
CSAT.AI
SEPTEMBER 22, 2022
How a Conversational AI interaction works How CAI can Help You and Your CSAs Key KPIs to Measure The Importance of Transparency, Sentiment and AI Evolution. Connecting with your customers on a personal level is important to building lasting relationships. But individuals only really hold one focused conversation at a time. Conversational AI (CAI) helps with the scaling of personalized customer attention and interaction sought across industries.
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.
Heart of the Customer
SEPTEMBER 20, 2022
Being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips. But I am particularly […]. The post Do B2B Better Excerpt #1: Roxie Strohmenger appeared first on Heart of the Customer.
Intercom, Inc.
SEPTEMBER 22, 2022
A few years ago, we published The Onboarding Starter Kit , which helped thousands of businesses successfully onboard their customers. Today, we’re launching a completely refreshed guide to help you activate, engage, and retain more customers in the modern age. Since the onset of the global pandemic, many businesses have become internet businesses. In addition, due to economic uncertainty, company after company is tightening their tool budget, making it more valuable than ever to hold onto, nurtu
Zonka Feedback
SEPTEMBER 20, 2022
Net Promoter Score© (NPS©) surveys are a great product feedback tool for a company that wants to measure and improve its relationship with its customers. But not many know how to utilize them the right way.
Hodusoft
SEPTEMBER 21, 2022
What Is Outbound Call Center Software And How Can I Improve My Outbound Call Center? Outbound calling has been an effective strategy for businesses to expand their customer base. A research study has shown that businesses that use cold calling tactics have experienced 42% more business growth than those that don’t. Therefore, outbound calling is not an obsolete marketing technique.
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
Comm100
SEPTEMBER 19, 2022
Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. The primary reason for implementing chatbots into customer service is to improve communication with customers and help them get answers to their queries in real-time.
Intercom, Inc.
SEPTEMBER 22, 2022
At Intercom, our mission has always been to make internet business personal – and we think the key to creating those personal connections between businesses and customers is to facilitate conversational experiences. That’s why we are so proud to announce we have been named a “Strong Performer” in The Forrester New Wave™: Conversation Automation Solutions Q3 2022.
Zonka Feedback
SEPTEMBER 19, 2022
If you search for an app or SaaS product online for any purpose, you will find hundreds of options to choose from. This supply is fueled by the ever-increasing demand for mobile apps and product solutions. Now, this also means that for every product out there, there is an alternative. Even if you have a beautiful app packed with the latest features, there may be someone who is doing what you’re doing in a better way.
Beyond Philosophy
SEPTEMBER 22, 2022
Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed? This newsletter is the first of three I will publish on the subject of Memory. Memory is fascinating and a broad topic related to experiences. Therefore, one issue of the newsletter won’t be enough. In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form.
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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.
Fonolo
SEPTEMBER 22, 2022
Ritchie Bros. is a big deal. Literally! As the largest auctioneer of heavy equipment and trucks on the planet, the company has been helping people around the world buy and sell with confidence since 1958. The equipment they sell is big, too; the company’s online and onsite auctions deal in equipment used in the construction, farm, forestry, and mining industries.
Lumoa
SEPTEMBER 23, 2022
Occasionally, you might get a feeling about your customers’ dissatisfaction with your latest line of products. However, you may not be able to fully understand the complaints. Or perhaps a mobile app that has recently been updated seems to have some issues, but you aren’t sure how to address them. Sadly, these problems may take too long to be solved.
Shep Hyken
SEPTEMBER 23, 2022
This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving. Processes that worked a year ago might not be suitable for a business today.
Beyond Philosophy
SEPTEMBER 17, 2022
Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust. In other words, understanding people requires understanding their memories. Further, it requires knowing what they remember and why, and also, what they don’t remember at all.
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
Totango
SEPTEMBER 22, 2022
SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients.
ClearAction
SEPTEMBER 22, 2022
CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. Customer experience management typically revolves around touchpoints : service, personalized marketing, loyalty programs, voice of customer, design and digitalization of journey steps, and management of Detractors, Passives, and Promoters.
Shep Hyken
SEPTEMBER 21, 2022
Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so. A company that is trusted by customers is first trusted by employees. . With that in mind, here are my top three ways to create employee trust: .
Intercom
SEPTEMBER 21, 2022
Up until about 20 years ago, businesses had to be personal to be successful. Because of the limited scale any business could operate in – a scale which was literally dictated by their location – it was relatively easy for them to build personal relationships with customers. People did business face-to-face, shaking hands, smiling, and building meaningful relationships.
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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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