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 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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How a Robust Knowledge Base Remodels Your Support Organization

How a Robust Knowledge Base Remodels Your Support Organizati...

Are you swamped with an overwhelming amount of support tickets? Or do you and your team receive the same queries time and again? If yes, then chances are that you don’t have a robust knowledge base (KB) in place. With a strong KB, also known as a customer portal, you can empower users to solve their own queries, leaving ample time for you and your team to focus on more complex issues. But what’s an ideal knowledge base? Or how can…

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4 Lesser-Known Practices to Curtail Escalations & Lower Support Cost

4 Lesser-Known Practices to Curtail Escalations & Lower...

Escalation management is the process by which a customer’s complaint or issue is presented to a specialist or senior company representative — usually an L2 agent, supervisor, or manager. Escalations don’t just take a toll on the resolution time but other resources as well. Without effective escalation management, they lead to higher customer churn. The means of effective customer escalation management is AI & cognitive technology. Read on to know how SearchUnify’s Escalation Predictor is the need of the hour. Read…

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Zendesk + SearchUnify: A Potent Duo For Elevated Support Outcomes

Zendesk + SearchUnify: A Potent Duo For Elevated Support Out...

A research by Deloitte revealed that customers are likely to spend 140 percent more after a positive experience than customers who report negative experience. Customer experience is among the most influential drivers of successful businesses; and the epicenter of CX is customer journeys. This is why businesses are investing in support tools to optimize processes and interactions across all touchpoints of customer journeys to build long-lasting customer relationships. Trusted by more than 150,000 organizations across the globe to bring a sense…

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Content Findability: The Key to Improved EX & CSAT

Content Findability: The Key to Improved EX & CSAT

Happy employees are up to 31% more productive, raise sales by 37%, and improve the accuracy of tasks by 19%. Keeping employees happy is usually associated with recreational activities, foosball tables in the office, and frequent breaks. However, the most important factor often gets overlooked. Managers fail to gauge the pain points agents face and how they can improve multiple aspects of the job to enhance productivity and deliver stellar customer service experiences. In the information age where the sea of…

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Evolving Your Online Community Beyond A Support Forum

Evolving Your Online Community Beyond A Support Forum

Gone are the days when brand-building was just one-way communication. The key nowadays is co-creation and enabling customers to build your brand with you. And the smartest way to go about it is establishing a branded community. With online communities on the scene, brands are able to onboard customers, house answered support questions, and deflect tickets effortlessly. However, times are changing, and so are customer expectations. To keep your customers truly engaged, you need to bring your A-game and take your…

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How to Turn Your Customer Service Team Into a Profit Center

How to Turn Your Customer Service Team Into a Profit Center

Petrifying customer service stories are everywhere; and with an instant outlet on social media, these have only become more horrifying. Found a dead lizard in your food? Tweet a photo. The airline lost your baggage? Air your grievance on social media. There is no dearth of the abovementioned instances. No matter how good you are, such instances can happen. However, the way you handle them truly defines your customer relationships. If handled tactfully and empathetically, customer problems are opportunities in disguise.…

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The Whys And Hows Of Customer Experience ROI

The Whys And Hows Of Customer Experience ROI

Brands with superior customer experience bring in 5.7 times more revenue than their competitors. A number of facts and surveys prove that a stellar CX is non-negotiable for brands to survive. 73% of customers say a good experience is key in influencing their purchase decisions. We cannot emphasize enough the importance of creating unique and memorable experiences so that customers don’t feel unheard or neglected and abandon the brand. But as the saying goes if you can measure it, you can…

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Exploring the Correlation & Differences Between Customer Support & Customer Success

Exploring the Correlation & Differences Between Custome...

Customer success is one of the biggest buzzwords right now. As per Business Insider, customer success specialists have seen 34% annual growth in demand in the past five years. But, alas, not all companies have adopted it yet. Even worse, 36% of companies are unaware of the difference between customer support and customer success. Do you also think that they are the same? If yes, then this blog post will acquaint you with the similarities, differences, and a lot more. Let’s…

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How Cognitive Technology Helps You Modernize Support Strategy & Delivery

How Cognitive Technology Helps You Modernize Support Strateg...

Delivering exemplary customer service is non-negotiable for businesses to remain profitable in the long run. One wrong move and all your efforts go down the drain. In fact, 33 percent of Americans say they’ll consider switching companies after just a single instance of poor service. We cannot emphasize enough the importance of customer experience and how support teams need to be more proactive and efficient than ever before to retain customers. As per Temkin Group, companies that earn $1 billion annually…

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