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6 Ways to Improve Conversion Rates on Your Site With AI‑Powered Search

6 Ways to Improve Conversion Rates on Your Site With AI‑Po...

Conversions are directly proportional to search. The smarter the search engine, the better the conversion rates. Whenever a visitor doesn’t find a relevant piece of information at your portal, they are likely to press the back button and look for the desired information at your competitors’ sites. So, every time you disappoint a visitor, you don’t just lose your credibility but also unleash a platform for your competitors to scale their business. Therefore, if used appropriately, on‑site search can be a…

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How AI Powers a Connected Customer Experience

How AI Powers a Connected Customer Experience

Contrary to the popular belief, customer experience isn’t a destination, but rather an ongoing journey. The journey commences the moment a prospect interacts with the brand. While every company has its own path to cover to meet the specific customer needs, the following three stages are usually a part of each customer journey — Presales, Onboarding, and Support. The success mantra of enabling great customer experiences is to optimize processes and interactions across all touchpoints at all the three stages in…

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How to Measure and Improve Case Deflection

How to Measure and Improve Case Deflection

In 2019, Gartner revealed that 70% of customers use self-service channels at some point in their resolution journey. But unfortunately, as little as 9% of them report resolving their issues completely via self-service. Now, that is startling. The biggest barrier to self-service & case deflection on communities is that most companies tend to capture information in separate systems, often with little to no integration with the community. The situation only gets worse when businesses resort to stand-alone investments in applications and…

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Engineering Rich Content Snippets for Superior Search Experience

Engineering Rich Content Snippets for Superior Search Experi...

Ever entered a bakery and marveled at the rich, creamy chocolate cakes staring at you through the glass? (If you haven’t, you freak me out.) That’s what rich snippets are to users when they look at the search results page. They give users a “sneak peek” so that they know which result to click. According to Search Engine Watch, rich snippets make it easier for search engines to crawl your site and interpret the pages. While rich snippets are already popular…

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How AI and Cognitive Technology Are Redefining Customer Escalation Management

How AI and Cognitive Technology Are Redefining Customer Esca...

“Connect me to your manager” is one of the most petrifying phrases for support representatives. However, conflict is inevitable in business because no matter how airtight your customer service is, you cannot please everyone all the time. Occasionally, customers will be unhappy, irate, and demand to speak to the higher authorities. And if such requests are mismanaged or ignored, it can negatively impact customer experience, loyalty, and the overall brand image. This is where escalation management kicks in. What is Escalation…

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Unlocking the Full Potential of MS Dynamics 365

Unlocking the Full Potential of MS Dynamics 365

Microsoft Dynamics 365 is one of the most widely used business application platforms. It unifies CRM and ERP capabilities, allowing businesses to transform their customer service. But there is always scope for improvement. For instance, when contact center agents have to switch from Dynamics 365 to other content repositories to answer customer queries. Navigating the information maze impacts their total time to resolution negatively. Limited personalization and relevance in search suggestions further lower the quality of user interactions. This is where…

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How to Improve Average Handle Time Without Compromising on CSAT

How to Improve Average Handle Time Without Compromising on C...

A research conducted by HubSpot revealed that customers are not as frustrated with slow response time (19%) and inability to self‑serve (14%) as they are by repeating themselves to multiple support reps (33%) and long hold times (33%). Since call centers are often customers’ first — and sometimes their only — human interaction with a company, you cannot mess with the experience because it can cost you a fortune. It can ruin your brand image, expedite customer loss, impact your long‑term…

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The Rise of the Unsupervised Learning-Based Chatbot Models

The Rise of the Unsupervised Learning-Based Chatbot Models

In the Gartner Hype Cycle of 2019, chatbots were at the peak of inflated expectations, representing premature enthusiasm and hype for the technology due to a select few success stories. Ever since their origin, chatbots were hailed as game-changers. Unfortunately, due to their inability to go beyond basic queries, they failed to sweep us off our feet. But according to the latest reports, chatbots are all set to make a roaring comeback this year. What has changed now? Before we answer…

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AI for Online Communities: A Sneak Peek of Community re(Focus) Panel Discussion

AI for Online Communities: A Sneak Peek of Community re(Focu...

On August 25th, 2020, Grazitti Interactive, the parent company of SearchUnify, hosted a virtual summit where community leaders from across the industries and verticals joined in to discuss and share their expertise about adopting AI for communities and community engagement. During the event, a panel discussion featuring Dave Evans, VP - Social Strategy, Khoros, Venessa Paech, Online Community Strategist & Founder - PeerSense, Mikhial Opletaye, VP, Applied Research - Higher Logic and Vishal Sharma, CTO, SearchUnify was held. In the course…

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How to Leverage Semantic Search to Step up Your Customer Support Game

How to Leverage Semantic Search to Step up Your Customer Support Game

In our previous blog post, we briefed you about why implementing the algorithms of web search engines in the enterprise environment won’t work. If you missed out on it, then catch a glimpse of the same here. In this blog post, we’ll walk you through how cognitive technologies work and how they power semantic search to deliver desired results. We’ll also touch upon the revolution caused by these solutions for the support use case. Let’s get rolling. How Do Cognitive Search…

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Whitepaper

When Customer Service Goes Remote

Elevating CX with a Future Proof AI-Dream Team

Whitepaper

When Customer Service Goes Remote

Elevating CX with a Future Proof AI-Dream Team