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.

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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How to Measure and Improve Case Deflection

How to Measure and Improve Case Deflection

In 2019, Gartner revealed that 70% of customers use self-service channels at some point in their resolution journey. But unfortunately, as little as 9% of them report resolving their issues completely via self-service. Now, that is startling. The biggest barrier to self-service & case deflection on communities is that most companies tend to capture information in separate systems, often with little to no integration with the community. The situation only gets worse when businesses resort to stand-alone investments in applications and…

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Engineering Rich Content Snippets for Superior Search Experience

Engineering Rich Content Snippets for Superior Search Experi...

Ever entered a bakery and marveled at the rich, creamy chocolate cakes staring at you through the glass? (If you haven’t, you freak me out.) That’s what rich snippets are to users when they look at the search results page. They give users a “sneak peek” so that they know which result to click. According to Search Engine Watch, rich snippets make it easier for search engines to crawl your site and interpret the pages. While rich snippets are already popular…

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Unlocking the Full Potential of MS Dynamics 365

Unlocking the Full Potential of MS Dynamics 365

Microsoft Dynamics 365 is one of the most widely used business application platforms. It unifies CRM and ERP capabilities, allowing businesses to transform their customer service. But there is always scope for improvement. For instance, when contact center agents have to switch from Dynamics 365 to other content repositories to answer customer queries. Navigating the information maze impacts their total time to resolution negatively. Limited personalization and relevance in search suggestions further lower the quality of user interactions. This is where…

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The Rise of the Unsupervised Learning-Based Chatbot Models

The Rise of the Unsupervised Learning-Based Chatbot Models

In the Gartner Hype Cycle of 2019, chatbots were at the peak of inflated expectations, representing premature enthusiasm and hype for the technology due to a select few success stories. Ever since their origin, chatbots were hailed as game-changers. Unfortunately, due to their inability to go beyond basic queries, they failed to sweep us off our feet. But according to the latest reports, chatbots are all set to make a roaring comeback this year. What has changed now? Before we answer…

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5 Pragmatic Ways to Ensure Successful KCS Implementation

5 Pragmatic Ways to Ensure Successful KCS Implementation

Knowledge is power. This is especially true when it comes to the support and services world. That’s why many firms have embraced KCS. Knowledge-centered support (KCS) is a well-known concept of collecting, organizing, and using knowledge for improving customer service. Even after adopting this approach, only a handful of firms are actually able to sustain KCS. In this blog post, we shift our focus to the Evolve loop. It helps support leaders to determine the performance of support content (KB articles…

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Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Support (re)Focus 2021 – A Virtual Customer Conference