Hardika is a happy-go-lucky person and an inquisitive soul. With an MBA in Marketing and profound love for writing, she weaves magic with her words. A budding Content Marketer and an admirer of all things AI, she focuses on products supporting customer service across industries at SearchUnify.
The global market for knowledge management is projected to reach a whopping size of US$1.1 Trillion by 2026, up from US$381.5 Billion in the year 2020. The success or failure of today’s customer service predominantly hinges on knowledge management. Picture this: when a customer hits a snag with one of your products or service, contacting a service agent would be the last option on their list. A self-help knowledge base article is preferred above all. But when self-service fails, they turn…
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The SaaS industry is riding the hyper-digitization wave. That has changed the way CX is perceived. Low-code development platforms, AI-infused innovations, and XaaS or ‘everything-as-a-service’ business models got their moment in the sun. But with evolving customer attitudes and behaviors, CX professionals are having a hard time keeping up and focusing on newer strategies to raise the CX bar. To get a scoop on all tech advancements in the customer experience world, the Technology & Services World: Interact Conference, Orlando is…
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What would happen if you visit a library with no specific order or classification of books? You might end up spending an eternity to find that one nugget of wisdom. What a waste of time and effort, huh? Now picture this: a service agent is assigned a high-priority ticket. But, what if s/he is unable to find that one piece of information that will resolve it instantly? The longer the resolution gets delayed, the more the customers get frustrated. What do…
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Nobody likes calling customer service these days. Many reasons behind it: confusing IVR menus, infinite transfers, reiterating query after every transfer, bot-like agents, and whatnot. When you put all these ingredients together, you get a painstakingly long waiting time. Reminds me of a Tom Petty single where he says, “the waiting is the hardest part.” ♫ 🎸 Now, the question arises—how can contact centers address this problem? The key is knowing your hold time and finding the fastest path to get…
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Knowledge Management is progressing at an unprecedented rate. Low-code development platforms and AI are fueling a revolution that is taking the customer service industry by storm. In light of this, most enterprises have veered to meet short-term survival goals. But long-term success requires more potent organizational forms like Community of Practice (CoPs). This agile framework not only promises to enrich the existing processes but also steer the organization clear of knowledge management whirlpools. Sounds great, right? Time to unravel what it…
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Is it just me, or is January flying by? Either way, I hope you’re having a productive one. Previously on our higher education series, we covered how the pandemic set the users—students and educators—on a path of disarray. The final installment of this saga is dedicated to none other than the Management. There’s no shred of doubt that higher education institutions (HEIs) weathered the pandemic as gracefully as they could. But with digital pedagogy becoming the norm now, they are confronted…
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The bizarre realities of the pandemic showed how unprepared industries were when up against abrupt changes. Sectors like higher education were hanging on a ledge. Evolving student preferences alongside new workforce challenges pushed education institutions to reinvent their operation with a digital-first approach. After the initial phase of the overhaul, online learning options—blended learning, hybrid learning models, synchronous and asynchronous learning, flipped classroom—became the ‘new normal.’ However, this ‘new normal’ engulfed academia in a bubble of obstacles. In our previous blog…
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AI in the education market is predicted to rise to $10.38 billion by 2026 Artificial Intelligence has mustered a lot of ballyhoo from all over the world. A quick search for "AI across industries" will return billions of results that pinpoint the same thing: the need for a digital brain. Thanks to cognitive technology, you can have one without much of a hassle. But, when the pandemic emerged, a need for digital transformation became a necessity for all industries. The higher…
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Back in the day, customer support was limited to connecting with a customer, serving a scripted response, closing the ticket, and moving on. A lot has changed since then. Now, the focus has not only veered towards hyper-personalized, proactive customer experience but also agent experience. That makes it mission-critical to change your outlook on support success as well. Take a moment and think: metrics like AHT and FRT emphasize speedy ticket resolution, sometimes even at the cost of customer satisfaction. Doesn't…
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The bizarre realities of pandemic ensured that the technological transformation doesn’t just remain a ‘bandwagon’ to jump on but the default option for businesses. Many enterprises have adapted to orient their short-term survival goals. However, to roar back and master the long game propounds building proactive customer service that keeps the experience of customers and agents at the core. But how are we supposed to do that? The answer is to adopt proactive support models – such as Intelligent Swarming. How…
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