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.
It’s a known fact that an effective customer experience strategy translates into lower customer churn rates along with improved CSAT scores and bottom lines. But how can firms evaluate the impact of their CX strategy? Is the experience really improving? This is where feedback kicks in. Quantitative feedback like NPS is a good indicator of brand performance. But it’s the qualitative feedback that tells how people feel about a brand. And this requires going text in the form of online reviews,…
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Data is undoubtedly one of the most powerful and expensive commodities. Your data contains information that can offer critical insights to validate assumptions, improve decision making, and steer towards a better future. You just need to look in the right place. However, that isn’t easy. Around 90 percent of an enterprise’s data is unstructured. And it is growing at 55 to 65 percent each year. To put it simply, organizations have it in abundance. Unfortunately, many businesses lack the technological component…
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“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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