Intercom’s Post

"For me, “support” implies helping or lifting people, and I feel like we lift people up out of the issues they face so that they can get on with their day/work." That's what the customer support role means to this week's Response Time guest, Hilary L., Customer Support Operations Manager at Agorapulse. In this edition Hilary shares her thoughts on the importance of patience, how to maintain focus and productivity, and... why Ryan Reynolds would make a great customer support manager 👀 She also shares some salient advice for others in the industry, "This too shall pass. Got angry customers and feeling stressed? This too shall pass. Having a great day, manageable load, happy customers? This too shall pass. Whatever it is, go with the flow. It will be different tomorrow." Dive into the full interview over on the Intercom blog and learn more about Hilary's unique perspective! (🔗 on the last slide)

The Atlanta Customer Success Network will be bringing locals CS/CX Professionals together next week (7/25) for the first after work Happy Hour of the summer. We will be discussing the importance of multi-threading and building positive working relationships with customers. Other topics will be be discussed in this non formal networking event based on what's top of mind for the group. More information below, but feel free to reach out if you have questions and please register for this free event. See you next Thursday. #ATLCS #customersuccess #poweredbypeople #customerexperience #sipsntips #Roswell

Skillfully navigating difficult conversations can mean the difference between a customer staying and a customer leaving. Anyone in a customer-facing role who wants to learn how to confidently navigate tough conversations with customers should join our Difficult Customer Conversations course. This course covers 4 Tools for having difficult conversations and offers practice with real-world customer scenarios. At the end of the program, students will understand: ◼️ What happens to your body during a difficult conversation and how it can both negatively and positively impact the conversation ◼️ How to navigate a difficult conversation and how to use the 4 Tools for when your conversations awry ◼️ The 9 common mistakes people make in difficult conversations and how to avoid them ◼️ Strategies to build your confidence so you can have even the most difficult customer conversations Class is starting on January 23. Save your spot today: https://lnkd.in/g668Qi5Q #customersuccess #successcoaching #professionaldevelopment

👂 Why Hearing Your Customers Matters & How to Master It! 💬 Ever wondered why listening to your customers is more than just a skill—it's a superpower? Join us at our Customer Service Symposium to uncover the secrets of customer-centric strategies!✨ 👂 The Power of Listening: Understanding Their World: Listening isn’t just about hearing; it’s about comprehending their needs, desires, and challenges! Building Trust & Loyalty: By truly hearing them out, you build a bond that goes beyond transactions to foster long-term relationships! Innovation Catalyst: Customer feedback fuels innovation! Listening sparks ideas for services that genuinely meet their expectations! Book Your Seat: Ready to unlock the potential of listening for exceptional service? Secure your spot 🌟 email bianca.m@phoenixevents.co.za and request your seats!

Why is it important to listen to our customers? It allows us to build a deep understanding of their expectations and how our products perform against those expectations. Just finished the course “Listening to Customers” by Noah Fleming! Check it out: https://lnkd.in/dMRpHs9B #activelistening #customerservice.

Feedback sessions with customers and partners are gold. David Picard is an old user and partner of Surfe and he took the time to give me and Albina Ranniaia feedback on our current product and a new one that we are preparing to launch. Staying connected with your user base is really important because you learn things about your product that you wouldn't know otherwise, even if you know it inside out. That's why I'm planning to set aside specific times in my schedule for partner feedback sessions, focusing on both our product and partner program. How do you gather feedback from your partners? Do you make time for it, or do you have a specific workflow? 🙂

Happy Monday, CS Champions!! here's an exciting quote from "Marilyn Scuttle" "How you think about your customer influences how you respond to them.” As customer success professionals, our mindset shapes every interaction we have. So let's start this week by putting ourselves in our customers' shoes and thinking about how we can truly add value to their journey. Because every response, every solution, begins with understanding their perspective. I'm curious, as CS professionals how do you ensure your mindset aligns with your customers' needs? Share your strategies and experiences in the comments below!

How do you want your customer to feel after a conversation with you? Energised or drained? Check out this week’s blog for five tips for developing a learning mindset & fostering trust through customer conversations. Read it here: https://lnkd.in/g-Syxj2d Subscribe to more like this here: https://lnkd.in/ghMwfFXw #momentummindset #inspiration #workingwithcustomers #salescoaching

Huge advocates of this ⬇️ When was the last time you heard your customer's voice excluding escalations/calibration sessions? This is a question we ask the leaders we work with in contact centres whenever we're on site. The answer is often along the lines of 'not in a while'. Whenever we are working on site, we always ask to do some call listening or contact shadowing so that we are fresh and up to date with their customers - and we love it! We love hearing what the colleagues are saying but especially what the customer is saying, why they are making contact, how they are expressing themselves. All really valuable stuff. If you haven't listened to your customer's voice in a while, why not do it today? https://lnkd.in/eunFsjHz

Last year, I lost a major deal because I didn't understand my client's pain points well enough. It was a tough lesson, but it taught me the importance of deep customer empathy. Key Takeaways: - Always listen more than you speak - Ask open-ended questions to uncover true needs - Follow up with personalized solutions Since then, I've refined my approach and seen a 30% increase in closed deals. What lessons have you learned from past failures? Share your stories below! 👇 #Saassales