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.

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 But, what’s the point if end-users are served with static, potentially outdated, and irrelevant information?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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How Search Analytics Turn Your Content Strategy up to Eleven

How Search Analytics Turn Your Content Strategy up to Eleven

In online marketing, “content is king”, “relevance is queen”, and “engagement is the kingdom”. It is of utmost importance to track content’s performance. Otherwise, you stand at the risk of creating content that isn’t user-friendly and fails to address the searcher’s needs. And since we're on the subject of content performance, we need to talk about search analytics. Your customers and prospects leave digital footprints in the form of information they access. With search analytics, you can analyze these activities and…

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8 Focus Areas for Building an Efficacious E-Learning Strategy

8 Focus Areas for Building an Efficacious E-Learning Strateg...

Did you know that in 2017, the McKinsey Global Institute estimated that 60 percent of occupations had at least 30 percent of constituent work activities that could be automated by 2030? Simply put, as many as 375 million workers globally would have to switch occupations or acquire new skills by 2030 to fit into the new dynamics of work. Hence, technological advancements and new ways of working were already disrupting jobs and widening the skill gaps long before the pandemic era.…

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Self-Service Learning: The Best Way to Transform Your Training Landscape

Self-Service Learning: The Best Way to Transform Your Traini...

As per McKinsey Global Institute, as many as 375 million workers — or 14 percent of the global workforce — would have to switch occupations or acquire new skills by 2030 because of automation and artificial intelligence. We cannot emphasize enough the importance of employee and customer training. If you fail to bridge the skill gaps, not just your employee productivity but the overall brand experience takes a dip. However, the COVID-19 pandemic has changed the way we learn. From education,…

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Delivering Next-Gen CX & EX with the Powerful Duo of Salesforce & SearchUnify

Delivering Next-Gen CX & EX with the Powerful Duo of Sa...

Customer experience is among the most influential drivers of successful businesses — one bad experience, and you’ll surely drive customers away. PwC surveyed 15,000 consumers and discovered that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. This is why businesses are investing in CRM solutions to optimize interactions across touchpoints and build long-lasting relationships. Whenever there’s a mention of CRM, Salesforce…

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4 Handy Ways to Capture & Codify Tacit Knowledge in Your Organization

4 Handy Ways to Capture & Codify Tacit Knowledge in You...

“We know more than we can tell.”— Michael Polanyi Do you believe that knowledge is something that can always be recorded in words, visualized, and taught? Sorry to disappoint you, but this isn’t the case always. Can you teach someone innovation, sales, or leadership? Well, NO. These are elusive skills that come with experience and practice. This is where tacit knowledge comes into play. As the name suggests, such knowledge is hard to articulate and share. This is why capturing it…

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How Technology Silos Are Killing Your AX & Support ROI

How Technology Silos Are Killing Your AX & Support ROI

SWZD anticipates that big changes will brew up in IT due to the pandemic. Overall, IT budgets are expected to decline slightly year-over-year in 2021, but 80% of businesses still anticipate tech spending to stay the same or increase. Life without technology has become increasingly difficult in the digital era. Whether you are struggling with implementing a new solution or facing a glitch, contact channels like FAQs, self-service portals, online brand communities, virtual assistants, IVR systems, etc., have got you covered.…

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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