ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations.

Close the Loop 381

Close the Loop CX Net Promoter Score Sentiment Analysis 381

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 Start-ups 316

ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations.

Close the Loop 296

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 296

ECXO

JUNE 9, 2024

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening. Then switch roles.

Customer Experience 369

Customer Experience Gaming Innovation Start-ups 369

Intercom, Inc.

JULY 21, 2022

What started as a series of interviews by co-founder Des Traynor soon bloomed into hundreds of episodes where we explore how businesses are driving growth through customer relationships and how to build successful products at scale. All you have to do is enter your email to get started. Where did you start? Into the archives.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Futurelab

MARCH 15, 2024

Once we started looking up- and downstream, it turned out that their market had much more potential. Suddenly their field of vision had gone from narrow to ultrabroad, and a whole new world of ideas opened up to them. Unfortunately, they were creating insights and innovations in a very narrow field of vision this way.

Innovation 157

Innovation Start-ups 157

Inside Customer Service

APRIL 11, 2024

Follow-it up with a short email that contains the pre-assignments. Connecting rapport to outstanding service Implementing techniques that build rapport (A) Starting a conversation (A) Enhancing your likability (A) Week 2: Building Rapport This week's theme is building rapport with customers. Start by reviewing the week one assignments.

Customer Service 215

Customer Service Start-ups Customer Expectations 215

Intercom, Inc.

JUNE 22, 2022

They find themselves in a one-way conversation – not a good start to any relationship. Intercom SMS opens up the conversation. Scheduling for outbound sales: Integrate scheduling tools like Chili Piper and Calendly to create a smoother experience for prospects and customers by allowing them to set up a call via a link in an SMS.

Start-ups 211

Start-ups Sales Omnichannel Customer Experience 211

Intercom, Inc.

SEPTEMBER 14, 2021

If you want to ship great product that users love, you need to start with a clear understanding of what problem you’re trying to solve for your user and why. At Intercom, we always “ start with the problem ” when beginning any project – it’s part of how we apply the Jobs-to-be-Done framework. Start with the solution.

Start-ups 224

Start-ups 224

Futurelab

MARCH 1, 2024

Once we framed it like this, the dealers started realizing that an unhappy customer only brings less revenue, but they also cost them money by spreading negative opinions. An unhappy customer stopped one other customer from buying, and their customer lifetime value(CLV)ended up negative–around minus 1500EUR.A One, you say?

Start-ups 157

Start-ups Sales Customer Experience 157

Intercom, Inc.

MAY 16, 2022

Too often, a discussion can become unfocused, brainstormed solutions end up scattered and lacking direction, or the session devolves into a competition of who can assert their ideas louder. Workshops are about getting stuff done, and are often used as milestones to start things or make decisions. “As Start with an overview.

Start-ups 245

Start-ups Gaming Technology Technology 245

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. So, modern machine learning opens up vast possibilities – but how do you harness this technology to make an actual customer-facing product? At Intercom, we have taken advantage of these technologies relatively early.

Machine Learning 281

Machine Learning ML Engineering Start-ups 281

Inside Customer Service

MAY 9, 2024

Step 1: Identify specific skills Start by identifying the specific skills you want to measure. It’s a start, but there was still more work to be done. Conclusion Yes, this takes a lot of extra up front. In this post, I'll show you how. Friendly is an adjective, not a skill. Keep calibrating until this consistently happens.

Customer Service 193

Customer Service Contact Center Start-ups 193

Intercom, Inc.

JUNE 15, 2022

But focusing on the core product can often come at the expense of deeply considering what the onboarding process – the real-world process customers have to go through to start getting value from the product – will be like. At best, poorly thought out onboarding could mean customers take weeks or months to start using a new product.

Start-ups 194

Start-ups Sales Engineering Gaming 194

Inside Customer Service

AUGUST 10, 2023

There's a scene that starts 35 seconds in which shows a brief customer service interaction. That’s completely up to you. It starts by getting people to trust us through rapport and then listening to their needs. How to grow your problem-solving skills Start with the end in mind. Here's an exercise that can help.

Customer Service 200

Customer Service Start-ups 200

Intercom

NOVEMBER 13, 2024

Instead, they can use AI tools to manage increasing support volume quickly and without driving up costs, all while providing a great customer experience. The impact AI is having on support teams, right now: Get real-world advice and strategies from other support leaders for getting started with AI, winning exec buy-in, and driving results.

Customer Service 97

Customer Service AI Start-ups Business Growth 97

Intercom, Inc.

JANUARY 5, 2021

Indeed, our first R&D principle is “Start with the problem.” This spirit is summed up by a quote commonly attributed to Henry Ford: “If I had asked people what they wanted, they would have said faster horses.” The starting point for product design should always be a customer problem.

Transportation 279

Transportation Start-ups Finance 279

Intercom, Inc.

FEBRUARY 9, 2022

Now consider what happens when those misaligned people start onboarding even newer folks, compounding misalignment. That’s a bit of a mouthful – the kind of word salad you end up with when you try to compress a big idea down into a single sentence. And principles are not just for onboarding new hires.

Engineering 276

Engineering Start-ups 276

Intercom, Inc.

FEBRUARY 16, 2021

Try drawing an animal, or a vegetable, or a fruit that doesn’t exist – you’ll end up with some bizarre drawings but each of them will be an elaborate combination of elements you’ve seen before. The more basic elements you have starting out, the more objects you can potentially create, and the more complex each object will be.

Start-ups 283

Start-ups Transportation Innovation Technology 283

Intercom, Inc.

SEPTEMBER 9, 2022

We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. What’s up?

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Intercom, Inc.

AUGUST 26, 2021

. “We had customers that we wanted to talk to, and there were no good tools for talking to customers over the Internet” Des Traynor: This better not end up like one of those NPR documentaries, where it’s like, “My name is Des Traynor and blah blah.””We From the ground up. That’s all it was.

Start-ups 223

Start-ups Finance Customer Feedback Customer Expectations 223

Intercom, Inc.

FEBRUARY 16, 2022

We started out with a lot of “ known knowns”; problems we knew we had to solve, such as multiregion software deployments. Lesson #1: Just start building – fast. Our dedication to moving fast brought us to our first lesson, and the decision that really unlocked the start of this project. What we knew – and what we didn’t.

Engineering 234

Engineering Start-ups Legal Sales 234

Totango

JULY 17, 2024

Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base. This starts at the executive level by aligning goals and objectives, setting clear expectations, and determining compelling incentives for each team.

Sales 97

Sales AI Start-ups Gaming 97

Intercom, Inc.

JANUARY 20, 2022

Since then, in anticipation of Intercom’s R&D plan for 2022, we started looking at our internal cadence of productivity and kicked off a project to evaluate each process from ideation to shipping. And sure enough, the feedback was that things were starting to slow down. And once momentum decreases, it’s a lot harder to speed up.

Engineering 249

Engineering Start-ups Innovation Technology 249

Intercom, Inc.

DECEMBER 9, 2022

He told us things were starting to scale. a text-generating AI, and according to OpenAI , it can generate text in a dialog format, which “makes it possible to answer follow-up questions, admit its mistakes, challenge incorrect premises, and reject inappropriate requests.”. And just like that, we’re at it again. Where did it learn that?

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

Lumoa

APRIL 8, 2024

Let’s get started! You can also sign up for our next webinar where Netigates CEO, Mikkel Drucker, and Lumoas CEO, Carlos Del Corral, will share their common vision and roadmap for the rest of 2024. Sign up for our webinar to learn more ! New guides in the Knowledge base to level up your Lumoa experience ????

Start-ups 78

Start-ups AI Voice of the Customer 78

Intercom, Inc.

FEBRUARY 17, 2022

Although he started his career as a suit on Ogilvy & Mather in Madison Avenue back in the 80s, it wasn’t until he shifted to B2B that he found his true calling. Be honest with your content and don’t be afraid to kill it if it doesn’t live up to your expectations. Did you start out in New York in an advertising firm?

B2B 209

B2B Start-ups Education Entertainment 209

Intercom, Inc.

NOVEMBER 9, 2021

When you’ve launched your product, raised a round or two, and scaled the business beyond the early days, inevitably things start to slow down. Here, I dive into how to remain a startup, what to look out for as you scale, and how to grow up without growing old. You used to speak in hours and days, and now it’s months and quarters.

Innovation 257

Innovation Start-ups 257

Intercom, Inc.

NOVEMBER 9, 2022

As companies become more established, they naturally start allocating their resources based on the needs of their most profitable customers, on building reliable features that can quickly return their investments and increase profits. Or even, perhaps, set up an autonomous team that can take the helm? I’m Liam Geraghty.

Innovation 226

Innovation Start-ups Government Technology 226

Intercom

AUGUST 8, 2024

Businesses can adopt AI in stages, from basic task automation to full AI integration, allowing them to start small and scale up as needed. And that’s what ends up happening in trying to pursue this efficiency. Think about the call centers, the IVR systems, the 1-800 numbers – that’s when it started.

AI 94

AI Customer Service Start-ups Customer Satisfaction 94

Intercom, Inc.

JANUARY 19, 2021

It’s the little things that add up over time to really irk a user, and inconsistencies across user interface (UI) components – like buttons, menus, or content – are all symptomatic of a larger issue at play. Once again, users were confused, and it didn’t take long for the requests to pile up. You can take a bottom-up approach.

Start-ups 272

Start-ups Engineering 272

Intercom, Inc.

NOVEMBER 17, 2022

When there’s no outside capital flowing in to help you grow quickly, you need to be scrappy, ruthless in your priorities, and, let’s be frank, have a high risk tolerance and unwavering perseverance to pick yourself up back up again, and again, and again. You started your own company before high school. Was that in Romania?

Start-ups 118

Start-ups Gaming Sales Engineering 118

Customer Think

AUGUST 17, 2024

He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show. Recently, Bob Newhart, a famous comedian and actor, passed away. His awards include three Grammy Awards, an Emmy Award, a Golden Globe, and the Mark Twain Prize for American […]

Customer Service 75

Customer Service Start-ups CX 75

Intercom, Inc.

SEPTEMBER 30, 2021

In 2017, she started working as a product lead at the Chan Zuckerberg Initiative, building their infectious disease program and IDseq, an open-source online platform to spot movement of diseases across borders, the emergence of new illnesses, or the spread of drug-resistant strains. You don’t know when issues are going to come up.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Lumoa

FEBRUARY 29, 2024

Let’s get started! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. You can read more about Ask Lumoa in our Getting Started guide. Upcoming webinars Lumoa Basic Training – Are you a new user, or just want to brush up on key terms?

AI 78

AI Start-ups Touchpoint 78

Intercom, Inc.

JULY 15, 2021

For them, everything is a prototype, and prototypes are the perfect starting point for getting to the real problems that need to be solved. To just start things off, can you tell us a little bit about yourself and your background and what drew you to IBM? I am a user experience practitioner from the day I started thinking about life.

AI 245

AI Machine Learning Start-ups Technology 245