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.
How you doin’? Absolutely thrilled to share that another power-packed release, Mamba ‘22, is out now! We’ve been working on ameliorating support experiences for quite a while, and Mamba ‘22 takes massive strides towards the same. It optimizes the workflows of customers, support engineers, and their managers. Additionally, there is a truckload of enhancements across our suite of support applications. There’s also a whole slew of other functional and cosmetic upgrades that will make the SearchUnify console a whole lot simpler…
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Aaaand, we’re back! Another scintillating release, Colubridae ‘21, has just landed. 🛬 You asked—and we delivered! There are also a few things that you didn’t really ask for, but we threw ‘em in any way! Why? Because keeping our customers happy is quite high on our to-do list. That makes delivering a splendid SearchUnify experience paramount. This release focuses on bolstering your customer and employee experience. In addition to new integrations, it improves the search experience, throws in more insightful reports,…
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If your organizational knowledge isn’t optimized for search intent, there’s a good chance that it might never see the light of day. I know it’s a big bolt out of the blue. But this is something that often slips under the noses and adversely impacts customer and employee experience. Before I get into the nitty-gritty, it is imperative to understand what we’re dealing with here. Let me explain. Search intent is the centerpiece for creating and delivering content that your users…
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This year brought in-person meetings and social gatherings like summits and conferences to a total standstill. As a result, virtual engagement got its moment in the sun. It paved the way for a strong surge in virtual engagement, which also found its way to online communities. FeverBee reported that community participation rose by 62%. For community managers, this is nothing less than a godsend. It is a big opportunity to fuel self-service and foster lasting relationships with customers. 2021 is going…
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Online communities are a big part of your customer’s experience. From enabling self-service to driving brand loyalty and engagement, they play a key in improving metrics like CSAT, customer retention rate, NPS, and whatnot. Both Forrester and Gartner agree that the future looks bright for self-service portals. Customers are accustomed to them, use them, and even prefer them as they’re always available with minimal waiting. So, why is it that some communities are struggling with adoption? The answer lies in the…
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As a customer, we’re past waiting on the phone to get support, aren’t we? Perhaps this is why a lot of people are turning to self-service channels to look for answers. Consequently, the traffic on the digital ‘non-voice’ channels increases significantly. Businesses understand the part self-service plays in their customer support & experience strategies. Virtual tools–including chatbots, online communities, documentation portals, and social media channels–take some load off their costly contact center. However, these mediums aren’t the silver bullet that organizations…
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2020 is slowly inching towards its end. This means it’s time for yet another enthralling release to deliver on the promise of augmented intelligence. Towards that end, we’re super pumped to announce our latest release: Mamba ‘21. This update focuses on making SearchUnify a more insightful, practical, and impact-driven platform. It packs a slew of new apps, features, & enhancements that drive up the usability quotient and bring down the time to realization. Here are some of the notable changes. 1.…
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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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