Madhuri Tripathi

Madhuri Tripathi

Madhuri is a finance graduate who loves words as much as numbers. Her interest in the world of B2B finance, a flair for writing, and the burgeoning field of AI brought her to SearchUnify where she writes works on product documentation, assists marketers, and writes blogs.

9 Factors That Can Improve the Health of Your Content

9 Factors That Can Improve the Health of Your Content

In one of our previous blog posts, we walked you through the factors to consider before investing in an enterprise search engine. In case you missed it, you can find it right here. But the success of this investment depends on a completely different set of variables. One of them is the quality or health of your content. An enterprise search engine can crawl and look for what you have, but your users need to associate some value with it. A…

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5 Factors to Consider Before You Invest in An Enterprise Search Engine

5 Factors to Consider Before You Invest in An Enterprise Sea...

Enterprise search engines have been god‑send. How else would organizations that deal with data oceans find the information they need? Thanks to AI, the search engines are only growing stronger with time. This is why a growing number of businesses have started upgrading their search engines. But how? While there are plenty of vendors who offer to sell or lend this solution, some organizations create their own search engines. So, what will you choose to do? Build, Borrow, or Buy? While…

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7 Effective Ways to Elevate Community Engagement with Cognitive Search

7 Effective Ways to Elevate Community Engagement with Cognit...

When you amalgamate Machine Learning (ML) and Natural Language Processing (NLP), you get a cognitive search solution. Years back, when Artificial Intelligence was in its infancy, no one would have imagined that a search box can furnish suggestions while the users type. But today, it is one of the most widespread features that businesses use. As per Gartner’s 2019 CIO Agenda survey, the organizations that employ AI have grown from 4% to 14% between 2018 and 2019. This acceleration points out…

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6 Substantial Ways Gamification Improves Support Outcomes

6 Substantial Ways Gamification Improves Support Outcomes

“Games are the only force in the known universe that can get people to take actions against their self-interest, in a predictable way without using force.” – Gabe Zichermann Customer support can be a challenging task. The support agents have to deal with people who might be trying to figure out something related to your product or service. And what classifies it as a challenging job? The agitated customers. Imagine someone turns to you when upset, frustrated, and angry, and you…

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Improving Employee Experience with TSIA’s E‑Pyramid for AI in Support

Improving Employee Experience with TSIA’s E‑Pyramid for ...

The world is transforming heaps and bounds with AI and cognitive tech and support teams are among the ones that have benefited the most with it. Organizations are focused on delivering the best experiences to their customers via effective support. And why not? Customer experience is speculated to beat price and product to become the key factor for brand differentiation. And while customer satisfaction is the goal, organizations cannot neglect the agents. Organizations need to make sure that the agents are…

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Prerequisites for Making Self-Service Success a Reality

Prerequisites for Making Self-Service Success a Reality

Businesses and customers both love self-service alike because a) it deflects the cases that the support has to otherwise personally assist and helps in resolving Level 1 queries, thus increasing the return on investment, and b) customers look for instant, or at least quick responses to their queries and self-service has proven to reduce customer churn rate and has influenced customer satisfaction rates positively. According to a study by Dimension Data, 73% of customers prefer to use a company’s website, instead…

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How to Level up Your Customer Service With Effective Knowledge Management

How to Level up Your Customer Service With Effective Knowled...

Do you know that as per a study conducted by Microsoft, 95% of customers say customer service is an important driver of loyalty to a brand? That’s why organizations nowadays are more focused on support. Every organization wants to provide products and services that require minimal assistance from them. Yet, some questions or issues do pop up and they require the guiding force of a blazing fast support team to address customer queries. Time is money for customers. And they don't…

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5 Effective Ways to Manage Your Remote Contact Center Workforce

5 Effective Ways to Manage Your Remote Contact Center Workfo...

Before the pandemic hit the globe, a survey (Global Workspace Survey) conducted by International Workplace Group (IWG) pointed out that a whopping 75% of respondents believed the flexible working to have become the “new normal.” So, this is not a new concept, for sure. But implementing the remote working policies for this long is a first for many organizations. And, they are facing some challenges like keeping the agents productive. The managers have to figure out ways by which the teams…

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6 Ways to Future Proof Your Customer Service Strategy

6 Ways to Future Proof Your Customer Service Strategy

In the last couple of months, the very definition of normal has undergone a drastic change. Things like work from home that were a rare sight earlier have now become mainstream. But it’s the business world that took the biggest brunt of the situation. With employees confined to their homes and customers walking away left, right, and center, things have been challenging to say the least. This has made customer retention all the more important. Fortunately, elevating CX to provide better…

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7 Ways Cognitive Technology can Help Improve Customer Effort Score

7 Ways Cognitive Technology can Help Improve Customer Effort...

We're in an era where technology has simplified almost every sphere of our life. Needless to say that people expect brands to leverage it too. And the need for simplicity becomes all the more necessary when it comes to after-sales service. How quickly brands resolve queries and the efforts customers have to put in for that decides how long they stick to the organization. That makes it imperative for firms to ensure the customers don't have to struggle to get answers.…

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Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

COGNITIVE TECHNOLOGY: THE FORCE MULTIPLIER FOR SCALING CUSTOMER SUCCESS