Your customer feedback dashboard is a powerful tool when used strategically. But dashboards are easy to underutilize and under-impress. Here’s our quick guide to getting the most out of your customer feedback dashboard. Customer Feedback Dashboards: Strengths & Limitations No doubt dashboards will make your business life easier but they do have some strengths and […]
Trying to find the right answering service can feel a little like playing musical chairs or trying your hand at online dating. You’re doing your level best to get in there and make something fit, and you never really feel settled. With so many answering services out there, finding one that suits your needs and […]
In today’s post, I reveal the secret sauce for journey mapping success. Are you ready? There’s a lot of bad press out there about journey mapping. And there’s a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping […]
Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal is almost always to find solutions for customers. I’m talking about that customer that perhaps has a really cool use case or perhaps they have the odds stacked against them […]
Intercom is at the forefront of shaping the future of customer support by building AI into the core of our platform. Unlike most platforms that are made up of disparate tools that are pieced together through acquisitions, what we like to call a “Frankenstack”. We’ve built Intercom to be a single connected system where every […]
If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their budget, and they’ll list ads, social media, and conference costs. But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities […]
The role of marketing operations (marketing ops) has become more critical than ever for marketing and event management. These behind-the-scenes experts ensure your marketing strategies are not only executed flawlessly, but they deliver measurable results. When it comes to selecting an event tech solution, it’s crucial to recognize that marketing ops should be at the […]
A majority of businesses are adopting the best ITSM tools to build and maintain a strong IT ecosystem and offer interrupted IT support to customers and employees. But herein lies a challenge. A single Google search for the “best ITSM software” can yield thousands of results. In such a scenario, how do you find the […]
Published on 5th August 2024 by Gemma Harding Outsourcing customer service has become an increasingly popular strategy for small businesses. Expertise from external companies can increase your customer support while you focus on core activities. To truly reap the benefits of outsourced customer service, it’s important to implement best practices that ensure your service partner […]
Call centers are the frontline of customer interactions, and the quality of these interactions can make or break a company’s reputation. QA programs are crucial for maintaining high standards, but there’s an ongoing debate: Should your QA program focus more on strict call compliance adherence, ensuring every agent follows the script to the letter, or […]
