About 90 days ago I was on a monthly zoom call with colleagues (California had sheltered-in-place already). On this call, we took a straw poll to see how many people thought we’d be able to meet in person in one... Continue Reading →
Product managers are taught to say no. They are constantly inundated with requests from sales, executives, customers and the market. Developing an effective product strategy means saying no more often than yes. Des Traynor at Intercom says that delivering a cohesive product... Continue Reading →
As the command center for all customer support operations, the help desk plays a huge role in sourcing substantial information about your customers. Each bug report, customer conversation, and feature request is an opportunity to identify problems and needs that... Continue Reading →
Author: Nykki Yeager is a customer-centric consultant who writes about customer support, customer success, and management. Artificial intelligence has captured our imaginations for years, at least as early as 1872. But AI isn’t just in our stories anymore. Now, it’s... Continue Reading →
For most people, the word “sentiment” usually conjures the image of a gift card. Maybe you picture ‘Thoughts and Well Wishes!’ written above a picture of a sad puppy with some balloons, for example. But sentiment is actually one of... Continue Reading →
Idiomatic is committed to helping teams better understand customer feedback. Of course this means we’ve also been collecting feedback ourselves! With this major update, clients will see that we’re listening to all of that feedback. There are several exciting changes... Continue Reading →
It’s 2 o’clock on a Tuesday when a support ticket comes into your help desk reporting unusual site behavior. A Tier 1 customer support agent tests the issue and finds they can replicate it. Lo and behold – another ticket... Continue Reading →
The first support agent at your company knew most customers on a first name basis. They knew the history of every product change. The voice of the company developed around them. Customers raved about the service because it was friendly,... Continue Reading →
86% of customers say they will pay more for a better customer experience. As customers ourselves, this makes sense intuitively. I will happily pay a premium for a consistent, convenient and personalized experience. According to a recent PwC study, “73%... Continue Reading →
