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’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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There is no denying the fact that the age of the customer is here. You may be in for a surprise when you contact customer service only to be carpet-bombed by a litany of questions about you and the issue you’re facing - as if they don’t know you or anything about the business you’ve done with them. Because when you pick-up your phone and call the customer hotline, you expect a friendly voice - IVR or real - that identifies…
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From Fortune 500 companies to startups, many corporates are hopping on the Salesforce train to connect with their customers. But will your customers be able to find what they need? Truth be told, not always. With all the power and potential this CRM brings to the table, it may be hard to digest that limitations exist. But alas, they do. And if you’re familiar with Salesforce, you’d agree with me. If you want to empower your customers with better discoverability, they’ll…
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There is one thing that often imprints customer’s memory over everything else: service experience. It goes without saying that the success of mega contact centers largely relies on customer support agents’ ability to deliver quality experience with every interaction. Agents who are proactive, knowledgeable, and professional in their conduct help your organization earn the reputation it so rightfully deserves. Their contribution is also reflected in the improving customer satisfaction metrics. Without a strong frontline (service staff), you risk losing goodwill, customers,…
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We are hosting a webinar with guest speaker Mike Gualtieri, Forrester’s VP & Principal Analyst. It will shed light on rising expectations from support ops and how you can leverage cognitive search to deliver better support and drive self-service. Register here. In this blog post, we’ll share three reasons why you should attend the webinar. To be honest, there are only two reasons why anyone might be interested in attending a webinar. First, the topic is relevant and you think you…
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When someone joins a new organization, they face a whole array of challenges that can bog down the excitement of a new workplace. And on top of it, there’s a tsunami of information and processes headed straight for them which can be overwhelming. We have all been there, haven’t we? There are a few things that organizations can do to make this process a lot less taxing. Some examples on top of my mind are orientation session, onboarding buddy, etc. However,…
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We are pleased to announce our first major release for the year – Colubridae ‘19. This update focuses on making SearchUnify more expansive, secure, insightful, and practical. Not just that, it also overhauls the complete look and feel of the console. The release brings in a slew of nifty enhancements based on periodic feedback from customers and requests from their users. Colubridae ‘19 is a potential game-changer, and we are confident that you will be pleased with all the upgrades. Some…
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So you deployed a chatbot that ticks all the right boxes. Great! Pat your back for me, will you? For the uninitiated, we wrote a blog that outlined the key considerations for choosing an omni-channel chatbot. However, that is not the end of the line in your chatbot journey. Digital shelf life is brutal. Web designs are labeled vintage in no time, web content’s lifespan is equivalent to a bot fly, and even the nifty-est of web tools are susceptible to…
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In conjunction with the onset of TSW Las Vegas 2018, we are proud to announce the imminent arrival of Sarah for an array of supported enterprise platforms. Sarah is an AI-powered chatbot designed for easy and quick interactions. She will be rolled out with our next release scheduled in November. But you did not hear that from me. Shush! Umm, but why Chatbot? In our discussion with several leaders from Fortune 500 companies as well as small and medium-sized enterprises, we found…
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