Content Writer
Karan specializes in crafting unique and engaging content. He is a tech enthusiast, an avid reader and loves sharing knowledge about enterprise search, AI, analytics, and support optimization. He handles a variety of content from corporate blog, social media to video and technical documents.
“We have eliminated the word ‘escalation’ from our vocabulary,” said Marco Bill-Peter, VP of Global Support Services - Red Hat. Steve Young, former Service Business Transformation - Cisco, talked about “playing catch, not ping-pong,” and the objective of “the first person to work on a customer issue [case or incident] is the right person to resolve it.” These are just two of many businesses that are reimagining how work is assigned to resources. The traditional support model has reached the end…
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AEM is one of the most renowned content management suites. It’s a powerful solution that simplifies content management and delivery, which enables brands to deliver seamless digital experiences via web, mobile, and apps. While it has become an indispensable part of many organizations, it isn’t a one-stop-shop for their customers. Why? Let me explain. Information tends to be scattered across a variety of channels like community, documentation, help center, and whatnot. Every enterprise has an array of digital avenues. Your prospects…
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Change is inevitable. And nobody knows that better than businesses. They constantly need to adapt to the changing environment to continue operating. At times, this means forgoing age-long practices for new and more powerful methodologies. The mainstream support model has started showing its age. It’s paving way for a better modus operandi to align resources with work: Intelligent SwarmingSM (IS). The framework makes its case while challenging globally accepted support practices and structure. Sounds interesting, right? Time to see what it…
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“Master the topic, the message, and the delivery.” — Steve Jobs, Co-founder - Apple This is pretty much the gold standard of marketing, isn’t it? And it goes without saying that turning it into an operational strategy is quite a task for marketers. Why? Let me explain. Consumers use a myriad of channels to engage, interact, and purchase from a brand. This makes it increasingly difficult to listen, learn, and respond to every individual. To achieve this feat, it is paramount…
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For a business to remain profitable in the long run, it needs to have a solid foundation, right? For that, the management focuses on sales, marketing, engineering, etc. Unfortunately, the way people feel about the organization is seldom on top of their list. If you’re lacking in that department, the revenue will go downhill despite how good you are at everything else. To shed more light on the subject, I sat down with Vishal Sharma, SearchUnify’s CTO. Vishal is an epitome…
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Chatbots are not new. They first appeared in the 2000s and got a lot of attention from business owners due to the wide gamut of benefits they offered. Long story short, they promised to help businesses scale seamlessly & reduce expenditure. Unfortunately, things didn’t really pan out the way business leaders were hoping they would. In fact, there were more stories about blunders and failures than there were of success. So, chatbots just didn’t fail to deliver expected results, they failed…
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It is that time of the year when we dole out our power-packed release to feed your ever-growing appetite for information discovery, insights, and relevance. Following that tradition, we’re proud to introduce our latest release: Colubridae ‘20. Keeping in mind the changing priorities of businesses, in these ever-evolving times, it aims to facilitate remote collaboration. You can now leverage SearchUnify within SharePoint portals to keep your remote working employees productive and engaged. The release also enhances the search capabilities along with…
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We are living in the information age, which makes knowledge one of the most potent weapon in a company’s arsenal. Seamless and timely access to relevant information can make or break a company’s ability to stay competitive. Given the importance, it’s critical that organizations manage their knowledge effectively. But there’s a problem. Despite a good start, most organizations fail to keep the progress curve going up. With deep analytics, you can see that curve skyrocket. But how can analytics help with…
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We’re proud to introduce the latest release of SearchUnify - Mamba ‘20. It ushers in a bucketload of interesting additions along with functional and cosmetic enhancements that aim to build on the solution’s capability and user experience. Our goal is to develop a unified tech stack that helps power digital transformation across self-service portals & support teams. Not just that, we have also made key additions to the admin console to help them gain actionable insights faster. Incorporating feedback from our…
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Gone are the days when keeping the customers happy was the sole purpose of contact centers. If prolonged success is what a brand desires, then it needs to ensure that the service representatives are content, productive, and well-informed. Agent turnover has been one of the biggest challenges faced by organizations for decades. And yet, only a handful of enterprises have been able to overcome this hurdle and retain a majority of agents for the long haul. When Agents Walk Away ...…
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