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.

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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5 Customer Service Trends that Leaders Need to Keep an Eye On in 2021

5 Customer Service Trends that Leaders Need to Keep an Eye O...

An every-cloud-has-a-silver-lining kind of professional will describe this year in two words- digital transformation. Although the abrupt shift–moving businesses online, enabling employees to work from home, conducting conferences virtually, etc.–posed challenges initially, it’s safe to say that companies weathered the pandemic as gracefully as they could. The situation(s) led to the installment of a flurry of apps to help employees, as well as, customers. Having used new interfaces for the first time (by some customer age groups) and the new way…

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5 Powerful Customer Experience Trends That Will Shape 2021 & Beyond

5 Powerful Customer Experience Trends That Will Shape 2021 &...

Businesses around the world are hoping that 2021 brings with itself much-needed stability and normalcy back into our lives. But one thing is clear: customer behavior has changed based on how brands pivoted and delivered through the pandemic. Many reports from leading research institutes have emphasized the role of customer experience going forward. Hence, companies need to focus on raising their CX bar. With this in mind, the following are our top picks for CX trends to sail smoothly next year.…

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6 Innovative Apps that Should be Part of Your 2021 Support Budget

6 Innovative Apps that Should be Part of Your 2021 Support B...

You’re probably sick of some words like ‘disruption,’ ‘uncertain times,’ ‘volatile markets,’ etc. I know I am. But they will continue to float around, at least for a few more months. Undoubtedly, this is the hardest time to grow (or sustain) a business, but if you are smart about certain things (like customer service & experience), you will come out stronger. They Say Pivot, but How? Harvard Business Review opines that to survive, you need to challenge traditional ideas and use…

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CTO’s POV: Augment Workforce Productivity and Reduce Customer Effort to Weather All Disruptions

CTO’s POV: Augment Workforce Productivity and Reduce Custo...

Companies across the globe are under immense pressure as they continue to tread along the tricky waters of a once-in-a-lifetime occurring pandemic. Changed customer attitudes and behaviors alongside new workforce challenges and priorities have essentially transformed the way things are done, pushing organizations into a new era. One with a digital-first approach. We caught up with Vishal Sharma, SearchUnify’s CTO, to get answers to the most crucial questions that have left service and support leaders at sixes and sevens. He shares…

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3 Powerful Ways to Imbue AI for Predictive Customer Service

3 Powerful Ways to Imbue AI for Predictive Customer Service

Artificial intelligence is transforming different business verticals in real-time. From Netflix, acting as a movie matchmaker with its personalized recommendations, Amazon suggesting new purchases using customer search history & transactions, to American Express predicting and preventing fraudulent transactions, businesses have struck gold with AI, more accurately with predictive AI. Predictive customer service allows you to take preemptive measures for customer support. It means that you can provide help to your customers long before the problem even occurs. This blog post walks…

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5 Pillars of Modern Customer Service to Future Proof Your Business

5 Pillars of Modern Customer Service to Future Proof Your Bu...

This year made sure that digital transformation didn’t remain a ‘bandwagon’ to jump on but the default option of companies. Many brands have pivoted themselves to meet short-term survival goals. But to be part of the long game means building resilient customer service that keeps experience–customer and employee–at the core. Are we still concerned about the experience? Well, yes. Harvard Business Review observed that businesses, even established ones, face threats due to customers’ increased willingness to experiment with different offerings during…

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5 Essential CX Metrics to Measure Customer Self-Service Success

5 Essential CX Metrics to Measure Customer Self-Service Succ...

Back in the day, when people needed to fix something, they would simply pick up the phone and connect with a service professional for help. A lot has changed. They no longer call your support representatives as the first step, well, more than 6 out of 10 U.S. consumers, at least. They prefer self-service channels such as a website, community, mobile app, voice response system, or online chat. Also, people no longer ask questions about just break-fix issues, but procedural questions…

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Reducing Customer Time to Value Across Your KCS Journey

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Reducing Customer Time to Value Across Your KCS Journey