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.

7 Ways To Measure & Improve Your Customer Service Performance

7 Ways To Measure & Improve Your Customer Service Perfo...

91% of disgruntled customers that don't complain simply leave. And 76% of customers opine that it is now easier than ever to take their business elsewhere. These statistics only prove how customer experience has turned into the latest battlefield for businesses. With 97% of customers having a "very good" or "excellent" service experience being "very" or "extremely likely" to tell people about it, it becomes absolutely essential to ensure your customers are happy with your service. You need to have a…

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How to Measure Your Self-Service Success

How to Measure Your Self-Service Success

By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. - Gartner You’ve probably set up one or more self-service channels - an online community, or virtual assistants. If you haven’t, it’s time! Having said that, self-service works wonders only if done right. But how do you know if your self-service is working? To measure that, here are certain metrics that you need to track regularly. Case Deflection The most efficient way of quantifying…

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5 Common Myths About Self-Service

5 Common Myths About Self-Service

More & more number of support firms are rapidly adopting self-service or the 'do-it-yourself' model. 70% of customers now expect a company’s website to include a self-service application. Support folks love it because self-service equals case deflection, which eventually translates into reduced support costs. So, it’s a win-win for customers as well as customer support leaders. As popular a method it is, as many misconceptions or myths are attached to it. In this blog post, we’re debunking common ones. Myth 1:…

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How Faceted Search Can Help Users Cut Through the Information Clutter

How Faceted Search Can Help Users Cut Through the Informatio...

We live in an age where we are exposed to huge volumes of information every second. Did you know by the year 2020, 1.7 megabytes of new information will be created every second, per person (Source)? Having said that, currently, 95% of businesses need to manage unstructured data (Source). Hence, it would be correct to assume that a traditional search engine would function as the agent of chaos. Luckily, faceted search can help avert such situations. But first, for the uninitiated:…

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How Machine Learning Makes Enterprise Search Smarter

How Machine Learning Makes Enterprise Search Smarter

Investing in AI technologies is amongst the topmost priorities for support leaders across the globe. According to the Salesforce State of Service report 2019, the adoption of AI in customer service is projected to surge by 143% over the next 18 months. The same report also says, 64% of customers expect tailored engagement based on past interactions and a unified brand experience. To meet these expectations, companies now realize that they need to harness the power of customer data and improve…

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3 Challenges Your Customers Are Facing on Your Self-Help Portal & How to Overcome Them

3 Challenges Your Customers Are Facing on Your Self-Help Por...

“Customers are not just buying a product or service; they are buying an experience.” – Bernard Kelvin Clive Customers value experience over everything else, their expectations are at an all-time high, and that’s true for every organization. Tech behemoths like Google and Amazon have raised the bar for customer experience and it’s become imperative for others in the industry to up their game and deliver spectacular customer experience, especially in the case of customer service. 33% of Americans say they’ll consider…

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3 AI Add-Ons to Enhance Your Enterprise Search

3 AI Add-Ons to Enhance Your Enterprise Search

The search bar on your portal may not be the first thing that your customers click on but they surely resort to it every time they’re lost and that’s when you go big or go home. Businesses have started seeing search as a powerful tool and are heavily investing in enterprise search to stay ahead of the curve. According to MillionInsights, the global enterprise search market is anticipated to reach USD 8.90 billion by 2024. It’s about time you too jump…

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6 Best Practices for Successful Customer Onboarding for SaaS Companies

6 Best Practices for Successful Customer Onboarding for SaaS...

According to The Temkin Group, companies earning $1 billion annually can expect to earn an additional $700 million within 3 years if they invest in customer experience. For SaaS companies, in particular, they can increase revenue by $1 billion. Gone are the days when product quality and price were the key differentiators of businesses. By the year 2020, customer experience will overtake price and product as the key brand differentiator. When a buyer has finally taken the plunge to go for…

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Leverage AI across the Customer Journey – from Onboarding to Retention

Leverage AI across the Customer Journey – from Onboarding ...

Closing a deal is not the end, only the beginning. Good customer relationship is an outcome of great customer experience, and it influences retention, lifetime value, and expansion. So, you need to focus on delivering great experiences at each step of the customer journey after sales – from onboarding to retention. 70% of customers expect a company’s website to include a self-service application. This figure is specific to the customers at the onboarding stage. 59% of the ones at the nurturing…

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What the ASP Conference Taught Us About the Changing Support Landscape

What the ASP Conference Taught Us About the Changing Support...

The ASP Conference held in San Diego, CA on March 27 and 28 killed it with all the unique ideas and information shared by passionate support professionals. What made it hotter than all the other conferences is the most relevant and latest topics sprouting in the support sector like how AI and Machine learning are changing the landscape and how support leaders can make the most of them. Here are 5 major takeaways from the ASP Conference: 1. Problem Prevention: Customer…

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