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🚀 Exciting News from Intercom: Introducing Copilot! 🚀 In the ever-evolving world of customer support, Intercom has just unveiled a game-changer: Copilot. This innovative #AI feature is setting new benchmarks by enabling teams to find answers to customer queries swiftly and efficiently, all from one place inside the help desk. What makes Copilot stand out? It seamlessly searches across: Public help centre articles 🌍 Past conversations 🗣️ Snippets 📋 Internal articles 📚 But, how do you ensure that your team leverages Copilot to its full potential? That's where we come in! At Sabel Customer Success Solutions (SCSS), we're excited to help businesses like yours not only gain access to this new feature but also configure and optimise it to suit your unique needs. With our expert guidance, integrating Fin Copilot with your internal articles becomes a breeze. Plus, we'll help you establish a Knowledge Hub, a central place to manage all your content efficiently, including: Organising content with folders, advanced search, and filters 🗂️ Creating Internal Articles for capturing internal processes 📘 Importing internal content easily from tools like Guru, Confluence, and Notion 🔄 Embrace the future of customer support with Intercom's Copilot and SCSS's expert setup and optimisation services. Let's make your support content management effortless and your customer support top-notch. We'd love to hear your thoughts on this new feature! Drop a message below sharing what you think about Copilot. And if you're keen to explore how you can access and fully leverage Copilot for your team, click the link to book a meeting with us: https://lnkd.in/ep99tz6U. Let's Enable your Customer Success. #IntercomCopilot #CustomerSupport #AI #SCSS #InnovationInSupport #intercom

𝐅𝐫𝐢𝐝𝐚𝐲 𝐅𝐨𝐜𝐮𝐬: Latest and Trending Articles on Customer Success Staying updated with the latest trends and insights is crucial for driving customer success. Here are two must-read articles from this week that offer valuable perspectives: 1️⃣ "The Future of Customer Success: 2024 Trends to Watch" This article explores emerging trends in customer success, such as the increasing use of AI and automation to personalize customer experiences and streamline support. 𝐊𝐞𝐲 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲𝐬: 1. Leveraging AI to enhance customer interactions. 2. The growing importance of automation in customer support. 3. Personalizing customer experiences for better engagement. 2️⃣ "Building Resilient Customer Success Teams" Discover strategies for building resilient customer success teams, including fostering a culture of continuous learning and adaptability. 𝐊𝐞𝐲 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲𝐬: 1. Fostering a culture of continuous learning within your team. 2. Developing adaptability to handle various challenges. Empowering your team to maintain high levels of customer satisfaction. Keeping abreast of these trends not only helps us stay ahead of the curve but also equips us with the knowledge to better serve our customers. What are your thoughts on these articles? Do you have any other must-read recommendations this week? DM me the word "Article" and I will share the links with you! #SameerKatkade #CustomerSuccess #FridayFocus #TrendingArticles #IndustryInsights #ContinuousLearning

Is your customer journey map getting much usage in product development? If you dust it off every few months, you are missing an opportunity to tie your customer journey into daily product operations. When you add operational principles to your customer journey, then your customer journey becomes an integral part of your service. Benefits: 1. Operational principles empower independent work --> No more custom milestones, terms, and risks 2. Relationship building --> A stable service foundation leads to more collaboration 3. Controls one-off creations --> Leverage subject matter experts to reduce customizations This week's newsletter is a case study in turning your check-the-box customer journey into a well-used efficiency engine. Link: https://lnkd.in/gWHDaYCA #productmanagement #productdevelopment #product

#productwalk ////prompt_start//// …. …. …. …. <How do you engage with your customers?> ///discussion/// … … … <It’s critical as #productleaders to ensure that our products deliver value to our users. But to deliver value you have to connect with users - customer enagagement is a product team problem for all companies, but specifically if you’re running a product operating model.> //context// .. .. <Let’s take a walk and talk about context on customer engagement from a software perspective. There’s a lot that you can do to boost your engagement just by taking a new perspective on what it means to engage with your customers. /Let’s walk/ . <end> #productmanagement #customerengagement #productinnovation #softwarerelease

Next time you hear a small-business employer saying: "Why can't people just do things the way I want them done?" Or a variation of it. Ask them: "Why does that matter to you?" The answer is very unlikely to be "Because I'm the boss." But if it is, dig deeper: "Why does that matter to the business?" The real issue almost certainly isn't that the boss is a control freak. It's much more likely that they've spent a lot of personal time and effort building an amazing customer experience, and they feel it's being jeopardised by other people, who maybe don't care as much as they do, or don't have as much at stake as they do. The trouble is that in building up a successful business on their own, they've internalised everything they've learned. They've created tacit knowledge, locked inside their head. And now that knowledge has to be passed on. And passing it on is hard. Because the owner no longer knows what what they know, so they can't volunteer that information. And the other person doesn't know what they don't know, so they can't ask the right questions. The answer is to find a way to extract that tacit knowledge in a way that creates context and meaning for anyone that has to use it. For me, that means, instead of just dumping that knowledge into small, generic functional areas, like 'invoicing' or 'customer onboarding'; you organise it into a structure that keeps everyone focused on the customer and the customer experience, and makes it easy to learn, follow and improve. In other words, it means re-framing the business as a system for making and keeping promises, then documenting the processes that make sure that happens consistently every time. Doing this means a business owner only has to get everything out of their head once. While many others can learn from them, together or separately. One way to deliver an amazing customer experience at scale. Discipline makes Daring possible. Ask me how. #customerexperience #enablingframework #responsibleautonomy #scalability #thedisappearingboss

🤔 Uncover the most common mistakes companies make during chatbot deployment. 💡 Be smart, ensure your solution is crafted by experts. 😯 Discover these pitfalls and more in this article: https://lnkd.in/e2V2w39C

Ever wondered what the best tools are for journey mapping? We continue our article series on Journey Mapping, with Part 2, "What are the Tools for Journey Mapping?", where we explore the various options for building and maintaining your journey maps. Check it out! https://lnkd.in/ebc57_qD

The Journey Mapping series continues! Check out the latest article, examining the journey mapping tools landscape, and how you can capture your journeys to drive alignment and action! #CX #CustomerJourneys #JourneyMapping

In our seminal blog, "Why products Fail?, we highlighted the failures caused by a breakdown in communication, specifically as it relates to capturing and transferring feedback between customer facing teams or tools and product teams. Additionally, the cornerstone of any effective feedback program is to open as many channels of feedback as possible. If you really want to understand user needs, then you have to meet them where they are by providing a communication channel at every touchpoint. These two concepts were top of mind as we recently overhauled and re-launched the UserVoice Feedback Capture Chrome Extension. This tool has become essential for some of the world's leading product teams, offering a streamlined workflow with multi-domain feedback capability, ensuring feedback is directed to the correct product team and reducing miscommunication. Additionally, the improved user experience ensures an uninterrupted workflow, making it easier to integrate feedback management into your daily routine. If you're ready to open up more channels to your customers while also leveling up your product strategy, hit the link below. Not currently using our tools? Shoot us a DM to get started. https://bit.ly/3zXuIV1 #productmanagement #product #userfeedback #customerfeedback #productstrategy #voiceofcustomer #productroadmap

🚀 Unlocking the Power of Automation in Customer Experience Strategy! 🔑 Key Takeaways: 1.Enhanced Efficiency: Automation empowers businesses to deliver prompt responses and seamless experiences, eliminating bottlenecks and reducing response times. 2.Personalization at Scale: Through data-driven insights, companies can tailor interactions to individual preferences, fostering deeper connections and bolstering brand loyalty. 3.24/7 Support: With automated systems in place, customers enjoy round-the-clock assistance, ensuring their needs are met regardless of the time zone or device. 💡 Empowering Businesses: Embracing automation isn't just about efficiency—it's about unlocking new opportunities for growth and innovation. By embracing automation, businesses can redirect resources towards high-impact initiatives, driving sustainable growth and fostering a culture of continuous improvement.