Alish Gill

Alish Gill

Content Writer

Alish is a tech newb, an AI enthusiast, and a passionate writer. She primarily writes about AI products. She has combined a bachelor’s degree in engineering with her love for writing into a fascinating career at SearchUnify. When not reading or writing, she can be found chatting with bots.

Leveraging AI Bots to Supercharge Your Agent Productivity & Prevent Burnout

Leveraging AI Bots to Supercharge Your Agent Productivity &#...

It’s high time companies made some changes to improve support agents’ experience and quality of work life. After all, agent experience is as important as customer experience, and elevating the former propels the latter. How do you improve your agents’ experience? By employing technology that aids agents in finishing mundane tasks and provides case-resolving information on the fly. One such technology is agent assist bots, also known as agent-facing AI bots or agent automation bots. This blog post explains what they…

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How To Hot-Wire Your Enterprise Search Engine with Content Lifecycle Management

How To Hot-Wire Your Enterprise Search Engine with Content L...

Organizations all across the globe struggle with enterprise search. So much so that they hire search and taxonomy consultants to implement search projects or fine-tune their existing search engines for the best results. And for a while, it works. Then, the enterprise search engine relapses into its former messy state. There are two reasons why that happens: Enterprise search is not a ‘set it and forget it’ project but a continuous enhancement effort to support changing user and business needs. A…

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How Bluebeam Improved Their Community Experience & Witnessed 62% Case Deflection

How Bluebeam Improved Their Community Experience & Witn...

“By using SearchUnify to harness the power of AI, Bluebeam was able to use technology to dramatically improve our customers’ support experience, measurably increasing our ability to quickly connect customers with the resources they need.” - Jim Atkinson, President and Chief Customer Officer, ‎Bluebeam, Inc. Customer support communities have become the norm for companies to propel knowledge sharing, 24/7 availability, idea generation, but most importantly, lend a helping hand to support agents by deflecting tickets. When a community evolves into a…

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How Semantic Annotations Can Help Improve Findability of Your Content

How Semantic Annotations Can Help Improve Findability of You...

An IDC report suggested that the collective sum of the world's data will grow to 175 zettabytes by 2025. Some estimates even suggest that 80-90% of this data is unstructured. “If one were able to store 175ZB onto BluRay discs, then you’d have a stack of discs that can get you to the moon 23 times,” says David Reinsel, senior vice president at IDC. Unstructured data in business includes emails, presentations, data shared across chat, and other collaborative tools like web…

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5 Customer Success KPIs to Measure the Impact of Your Customer Relations

5 Customer Success KPIs to Measure the Impact of Your Custom...

“Customer Success is where 90% of the revenue is.” –Jason M. Lemkin Growing companies and their founders will tell you that customer success is no longer a buzzword but a proactive and focused approach for creating lifelong customers. That’s because they know that the probability of selling to an existing customer is 60–70%, which is way more than selling to a new prospect i.e., 5-20%. Also, the latter costs five times more! This is the reason that the concept of having…

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A Step-by-Step Guide for Establishing Your Customer Service ROI

A Step-by-Step Guide for Establishing Your Customer Service ...

There are two types of customer service: the first one never lets you down, delights you, meets your expectations, engages you in new exciting ways, while the other ensures you lose the will to live. Brands that offer the former build a cult following of customers, and rightly so. While it’s a known fact that customer service can make or break your business in moments (thanks to social media), there is an image of cost-center attached to it. That’s why only…

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How KCS Reduces Time-To-Value, Agent Onboarding Time, and Customer Effort

How KCS Reduces Time-To-Value, Agent Onboarding Time, and Cu...

Anything that inhibits your customers from driving value from your product or service is a hurdle you need to overcome. It can be an installation, feature, configuration, or a how-to problem. The more effort and time your customers spend on resolving their issues, the more you fail in your mission of making their lives easier. This is where knowledge-centered service (KCS) comes into play. What Is Knowledge-Centered Service (KCS) It is a framework for collecting, structuring, reusing, and improving knowledge consistently…

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3 Ways Your Support Outcomes Benefit From KCS

3 Ways Your Support Outcomes Benefit From KCS

Unlike the traditional add-on process of knowledge engineering, KCS becomes the way people solve problems and creates knowledge as a by-product of problem-solving. – KCS Academy Knowledge-centered service (KCS) has been around for a long time. If implemented properly, it reduces customer time-to-value and improves agent workflows by facilitating intelligent workflows, so much so that an average team observes: A 30 – 50% increase in first-contact resolution 70% faster time-to-proficiency for new analysts 20 – 35% improvement in employee retention 20…

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Agile Knowledge Management: Why & How to Inculcate It

Agile Knowledge Management: Why & How to Inculcate It

While agile knowledge management is relatively a new concept, this is how KM processes should have been in the first place. What does it mean? Is it the right way to manage knowledge in your organization? What’s wrong with the system already in place? We will answer all these questions and much more in this blog post. Let’s get cracking. What Is Agile Knowledge Management? Organizations that have successfully incorporated the agile principles and values have achieved a flexible and more…

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How to Make Personalization at Scale More ‘Personal’

How to Make Personalization at Scale More ‘Personal’

World’s leading B2C brands have inculcated the personalization seeds so deep in customers that it has changed the very fabric of the digital world. No wonder customers expect the same from B2B companies. And when made personalization at scale possible, companies have lit up their business like the fourth of July. Source : Instapage Why is Personalization Easier Said Than Done? As much as 79% of organizations that exceeded revenue goals have a documented personalization strategy. They understand that customers feel…

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