Deepika Bothra

Deepika Bothra

Content Writer

Deepika is an inquisitive and a creative mind. She combines her incessant curiosity with her passion for writing, to put into words AI and search solutions. When not reading or writing, she can be found exploring the world in real.

5 Reasons Why Knowledge Management Programs Fail

5 Reasons Why Knowledge Management Programs Fail

Knowledge is power, but only if it is shared. This is why organizations emphasize knowledge management. An efficacious KM program ameliorates self-service, reduces employee effort, improves customer onboarding, drives support ROI, and the list goes on. Fun Fact: As per TSIA, employee-facing and customer-facing knowledge programs get an average rating of a measly 5.5 out of 10. Is your KM program also facing headwinds? Let’s find out what’s standing in the way of your KM nirvana. Top Challenges Impeding the Successful…

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Understanding Hierarchical Clustering & Its Use Cases

Understanding Hierarchical Clustering & Its Use Cases

The amount of data is growing exponentially. In fact, global data creation is projected to grow to more than 180 zettabytes by 2025. And, this number is only going to increase with the growth of the Internet of Things (IoT). So, analyzing big data volumes can be daunting; not just because of the quantity of data but also because it is scattered across the enterprise. Enter Hierarchical Clustering - data analysts’ knight in shining armor. It is the most common method…

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How SearchUnify Makes Salesforce Service Console Users’ Life Easier

How SearchUnify Makes Salesforce Service Console Users’ Li...

Salesforce® Service Cloud needs no introduction. It is one of the most popular and highly-rated customer service software solutions. Support agents spend most of their time browsing through it to quickly solve problems. But here’s the catch: enterprise knowledge is not limited to one application or platform. It spreads across repositories, which is why support agents have to toggle between multiple systems and consoles to access the right help content at the right time. This platform-hopping results in long wait times…

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6 Chatbot Trends That’ll Take 2022 by Storm

6 Chatbot Trends That’ll Take 2022 by Storm

The worldwide chatbot market is projected to amount to $454.8 million in revenue in 2027, up from 40.9 million dollars in 2018. The chatbot wave is at an all-time high, and there isn’t a single industry that remains unaffected. So, going into 2022, we thought of acquainting you with the top six trends that’ll help you ride the chatbot wave without hitting the proverbial wall. Read More.

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5 Customer Success Trends that Should be on Every Organization’s Radar in 2022

5 Customer Success Trends that Should be on Every Organizati...

It’s no secret that exceptional marketing and sales efforts are a proven success mantra for any business. But in a world where customers are spoiled for choice, they aren’t enough. Customer success plays a pivotal role in locking-in customers by meeting (or preferably exceeding) their expectations and boosting satisfaction. Before moving forward, if you are still using customer support and customer success interchangeably, then here’s a blog post to acquaint you with the similarities, differences, and a lot more. Keeping pace…

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The Key to Developing an Efficacious Escalation Prediction Model

The Key to Developing an Efficacious Escalation Prediction M...

A question that always pops up in our head while raising a support ticket is, ‘when will it be resolved?’ In today’s cut‑throat market, support organizations can gain a competitive edge only by providing top‑notch customer service. Firms are seeking ways to meet customer demand and enhance their satisfaction. And, one way to achieve this is by being able to answer how long it will take to fix a problem or resolve a query. Assessing the probability of support ticket escalation…

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How Customer Expansion Strategy Catapults Business Growth

How Customer Expansion Strategy Catapults Business Growth

Acquiring a new customer can cost five times more than retaining an existing one. Imagine the amount of time, energy, and resources that are squandered on acquiring new customers. This is why organizations are emphasizing on customer renewals. But, what about scaling up? You cannot solely rely on renewals for that. This is where a customer expansion strategy can make all the difference. A strategic plan to expand your customers once they have onboarded helps tap into a plethora of growth…

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Knowledge-First Model: The Force Majeure of Proactive Customer Support

Knowledge-First Model: The Force Majeure of Proactive Custom...

Most organizations today are flooded with copious data, irrespective of type and size. But, what’s the point if end-users are served with static, potentially outdated, and irrelevant information? This is where a knowledge-first model kicks in. The knowledge-first approach lays emphasis on capturing and leveraging enterprise knowledge to provide stellar end-to-end customer experiences while lowering support costs and preventing agent burnout. What’s more, it ensures that the right knowledge reaches the right people as quickly as possible so that customers don’t…

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From Reactive to Proactive: Revitalizing Your Support Org with Knowledge-First Approach

From Reactive to Proactive: Revitalizing Your Support Org wi...

Are your support mavens answering the same question time and again? Or, are they reinventing the wheel by looking for answers to a question that has already been resolved? If yes, then you are not alone in that boat. That’s how most support organizations function nowadays. Support agents resolve cases reactively; one case at a time. In contrast, support managers spend most of their time on reducing escalations, minimizing turnaround time, improving agent productivity, and boosting customer satisfaction to ensure that…

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5 Razor-Sharp KCS Metrics to Streamline Agent Workflows & Prevent Burnout

5 Razor-Sharp KCS Metrics to Streamline Agent Workflows &#03...

Knowledge-Centered Service (KCS) is a proven, principle-based methodology that captures, structures, reuses, and improves enterprise knowledge to streamline support processes. It emphasizes on continuously generating demand-driven and self-improving knowledge, thus maximizing support outcomes. This blog post focuses on the key KCS metrics that you need to track to improve agent workflows and operational efficiency. Let’s get rolling. Role of KCS in Streamlining Agent Workflows KCS helps you to tap into the collective knowledge of your organization. But, you cannot reap the…

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User Group Meet 2022