Intercom, Inc.

AUGUST 31, 2022

Engaging with customers on social media has become part of every customer experience strategy to drive sales and retain customers. At Intercom, we’re all about making internet business personal, and social media happens to be a big part of that. Foundations of social moderation and conversation. What did we learn?

Social Media 118

Social Media Start-ups Machine Learning CX 118

ECXO

FEBRUARY 3, 2025

Instead of following up promptly with tailored information, the sales rep waits days before sending a generic email. Timely follow-ups: Sales teams check in with prospects and existing customers regularlynot to sell, but to offer value. Use Data to Anticipate Customer Needs Proactive sales start with understanding your customers.

Sales 263

Sales Customer Experience E-commerce Start-ups 263

ECXO

MARCH 6, 2025

Leadership Commitment and Vision Leading a customer experience transformation starts at the top. For example, a company might aim to increase customer retention by a certain percentage, to drive up cross-sell revenue, or to reduce service costs by improving first-contact resolution.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

OCTOBER 23, 2024

By automating repetitive and mundane tasks, AI frees up human customer service agents to focus on more complex and strategic issues, as well as dedicate more to the relationship with the customers. Businesses have started adopting Duplex for handling customer bookings.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

JUNE 27, 2024

Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. Companies like Siemens and Samsung start by selecting key divisions in different countries to pilot their strategies. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Customer Experience 455

Customer Experience Net Promoter Score VOC Government 455

ECXO

APRIL 10, 2024

This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations. As with anything in CX, we need to start with listening and understanding. Social Media Listening: Monitor social media platforms to understand the emotions expressed by customers in real time.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

PeopleMetrics

JANUARY 23, 2025

But knowing the score is just the starting point. AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. The Bottom Line In transactional VoC surveys, metrics like NPS, CSAT, and CES are just the starting point.

NPS 118

NPS AI E-commerce CX 118

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. People are seeking support on social media more than ever. This applies to both e-commerce sites and social media business pages.”

Technology 376

Technology Technology E-commerce Contact Center 376

Intercom, Inc.

JANUARY 21, 2020

Text makes up interface controls, labels for navigation, prompts for search, and more. Text introduces us to each app, starting with its name, and text guides us to how apps work and what value they provide, from instructions and inputs to settings and disclaimers. Every app contains at least some text. Calculating the results.

Social Media 291

Social Media Finance Retail Transportation 291

Intercom, Inc.

MAY 14, 2018

Social Media : Noisy and fragmented. You could say we’re biased, but the evidence became clearer than ever when messaging apps surpassed social networks in popularity in 2016: Reach. 10 minutes: The average daily time US consumers spent in a messaging app in 2017 was 10 minutes, up 15.2% Social media.

Social Media 223

Social Media Entertainment Engineering Artificial Intelligence 223

Intercom, Inc.

AUGUST 20, 2020

Both her book Resonate: For Anyone Who Wants to Build an Audience and her documentary short Attention for Sale offer insights into how we are changed by ubiquitous technology, both individually and collectively – social media has transformed how we engage with one another, and that widespread, constant engagement is harming our focus.

Technology 243

Technology Technology Social Media Start-ups 243

CX Accelerator

OCTOBER 21, 2019

I first started using Evernote about five years ago, and I haven’t looked back since. For example, I have an integration set up that saves all my “liked” tweets. I love hitting all those goals on my dashboard, so I’ve made a point of getting up to walk 250 steps every hour during the workday. Best of all?

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208

ECXO

MARCH 3, 2025

Start by building trust within your organization. Show up at key moments. Use video, blogs, and social media to amplify customer stories. Map out the customer journey and assign each department a role in ensuring that journey is seamless. Encourage open communication between teams.

Customer Experience 156

Customer Experience Actionable Insights Touchpoint CX 156

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. After pushing a bit more for a supervisor, I was left with no choice but to hang up and try again. Again, huh? 28) can’t be empathetic.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Intercom, Inc.

MAY 7, 2019

From posting in industry-specific Slack communities to republishing on Medium, from targeting industry newsletters to repurposing your content into new formats, the challenge is not coming up with tactics that might grow your audience, it’s figuring out which ones are going to work for you. Opinions start conversations.

Social Media 222

Social Media B2C Start-ups B2B 222

Intercom, Inc.

AUGUST 13, 2020

Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. In order to provide a seamless experience that delights your customers, your customer-facing teams need to all be having the same conversation, and it starts with a unified view of the customer.

Social Media 209

Social Media AI Sales B2B 209

CX Accelerator

OCTOBER 21, 2019

I first started using Evernote about five years ago, and I haven’t looked back since. For example, I have an integration set up that saves all my “liked” tweets. I love hitting all those goals on my dashboard, so I’ve made a point of getting up to walk 250 steps every hour during the workday. Best of all?

Social Media 182

Social Media Customer Experience CX Customer Journey Map 182

Fonolo

AUGUST 10, 2021

Start by creating a customer care vision and set goals. You should ask yourself these questions and many more while you start thinking about your customer care vision. Increasing your social media following to build brand engagement. What does top-tier customer service look like in your call center? DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Retently

MARCH 11, 2025

Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Are wait times creeping up? if customers start asking about a new feature, agents should have answers ready). Social media complaints & DMs ensuring negative feedback is addressed quickly before it escalates.

CX 115

CX Customer Experience Net Promoter Score NPS 115

ECXO

JUNE 19, 2024

Because no matter how excellent the customer experience is, it cannot make up for the lack of quality and well-designed outcomes that help generate adoption, repeat business, loyalty, and revenue. This capability not only speeds up the design process but also enables a more comprehensive exploration of innovative ideas.

AI 386

AI Customer Experience Legal Manufacturing 386

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Some brands have similar relationships with their customers, especially in social media. .

AI 166

AI Social Media Artificial Intelligence CX 166

Experience Investigators

MARCH 25, 2025

Our friend Brooke Sellas , founder and CEO of B Squared Media , guides organizations in delivering unmatched customer support on social media. Customers expect brands to meet them where they are, whether thats on social media, chat, or other digital channels (lets face it: IRL is happening less and less with younger shoppers).

Customer Loyalty 52

Customer Loyalty Customer Journey Map Customer Experience Social Media 52

Bill Quiseng

OCTOBER 9, 2024

It’s because most of us can only easily remember up to three things. They are WOWED and happy, intent on returning repeatedly, spending more money, and raving to others on social media. For retailers, start opening 10 minutes earlier and closing 10 minutes later. Who was the first person on the moon? Neil Armstrong.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

Hodusoft

JANUARY 30, 2025

In todays fast-paced, customer-centric world, consumers expect effortless interactions whether theyre reaching out via voice, email, chat, social media, or SMS. In this blog, you can explore everything related to omnichannel contact center software starting from what it is? Lets get started.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Uniphore

JUNE 15, 2021

You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? What Your Call Center Agents Rant About on Social Media. After all, delivering a great customer experience starts with a good employee experience. Call Center Life.

CX 162

CX Social Media Contact Center Actionable Insights 162

ECXO

JUNE 3, 2024

Easy solutions can sometimes be a stepping stone towards achieving our higher-level goals, as they free up resources and time that can be invested in more complex endeavors. Habituation Have you ever noticed how you start to pay less attention to something if you’re exposed to it over and over again?

CX 332

CX Innovation Education Social Media 332

Callminer

OCTOBER 11, 2018

FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. This is the time it takes agents to finish up all the admin and follow-up details before they can begin a new call. Post-call work time. In the past, this time was 22 minutes.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Intercom, Inc.

MARCH 19, 2019

Customer acquisition starts with your product. The best marketing in the world can’t help you if your product or service isn’t up to scratch. Promoted social media : Promoted posts in your Facebook, Twitter or Instagram feeds. Our customer acquisition strategies starting out. Research backs this up.

Customer Acquisition 166

Customer Acquisition Social Media Engineering Start-ups 166

ECXO

FEBRUARY 26, 2024

So, let’s start influencing! For example, offering a free trial can lead to a paid subscription, or asking customers to follow your brand on social media can increase their likelihood of making future purchases. Once we are able to influence positively these decisions, that’s when we start improving CX.

E-commerce 345

E-commerce Social Media Sales CX 345

Retently

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. Personalizing the Customer Journey 3. Expanding Revenue Channels 4. trillion by 2027 ?

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

Intercom, Inc.

NOVEMBER 25, 2021

He’s also a keynote speaker and CX expert with over 20 years of experience in the field, having led teams in social media, marketing, and customer experience at companies such as Humana, McDonald’s, and Discover. And today, you pretty much can pick up and move to a different provider no matter what industry it is.

CX 206

CX Social Media Start-ups Invoicing 206

SurveySensum

MARCH 26, 2025

80% to 90% of business data is unstructured – hidden in emails, customer reviews, social media posts, support tickets, and more. Enhances Decision-Making : It helps businesses make data-driven decisions based on real customer feedback, social media trends, and more. But is this process important?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

SurveySensum

OCTOBER 17, 2024

By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

CX Accelerator

APRIL 1, 2022

Up to this point, it was my assumption that most customers were looking for some form of compensation when our service failed them. What if the customer posts the information I give them on social media and it goes viral? I depend on your service to run my business so I need it to work. Concluding Thoughts.

Legal 266

Legal Contact Center Social Media CX 266

Experience Investigators

OCTOBER 5, 2021

Maybe you’re not sure where to start because of your title or job description. It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. If it’s too much to understand the entire journey, then start small. Get creative! .

CX 133

CX Social Media Contact Center Customer Journey Map 133

Intercom, Inc.

JUNE 1, 2018

When we started Intercom the latter was my job. Depending on the industry, customer type and addressable market at your disposal, picking the wrong marketing tactic can leave you dead before you’ve even started. You have to start by understanding the behaviors of the people you’re trying to reach. Absolutely not.

Start-ups 201

Start-ups Social Media Gaming Technology 201

ECXO

JULY 26, 2023

Start where you are. By collecting and analysing data from various touchpoints, such as website visits, mobile app usage, social media interactions, and customer service interactions, companies can ensure consistent and personalised experiences across channels. So, let’s wrap up. This year is no different.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296