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3 Ways To Make The Most Out Of TSW Las Vegas 2019 Conference

3 Ways To Make The Most Out Of TSW Las Vegas 2019 Conference

The support industry is on the cusp of a massive technological revolution. Businesses are adopting the latest AI-fueled technologies to power exceptional interactions. By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017 (Source). Hence, it makes sense for businesses to be jumping on the AI bandwagon to enhance the support experience. For businesses looking to know everything about tech-advancements in service and support, the Technology & Services World Conference 2019,…

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6 Golden Tips to Provide a Smarter Customer Service Experience

6 Golden Tips to Provide a Smarter Customer Service Experien[...]

It’s no secret that businesses are continuously trying to win on the customer experience battlefield with smarter service. And you already have everything in place to make it happen. Let’s see: Contact center ✅ Well-trained support staff ✅ ✅ Cognitive technology ❓😶 Did you not check the third option? Uh-oh. Even if you did, there’s a good chance you aren’t leveraging its full capability to provide better customer service. Customers crave services that outdo their current experience. To deliver that, first…

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Why You Should Attend Our Webinar: Cognitive Search for Better Self-Service

Why You Should Attend Our Webinar: Cognitive Search for Bett[...]

According to a 2019 report by TSIA, as much as 52% of its members, which include both small and large service organizations in the tech sector, have already adopted intelligent search to provide better support and the remaining lot is planning to invest in it in the next year. The reason is crystal clear, search plays an important role in refining the quality of services you provide. Hence, the shift to cognitive search. But what most of the organizations fail to…

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7 Powerful Strategies to Reduce Your Agent Turnover Rate

7 Powerful Strategies to Reduce Your Agent Turnover Rate

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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Top 3 Customer Expectations & How You Can Stay on Top of Them

Top 3 Customer Expectations & How You Can Stay on Top o[...]

The best way to ensure loyal customers is by keeping them delighted. Having said that, it can’t be ignored that customer expectations have changed over the years. So if you want to win customer loyalty, you need to be aware of what customers look for in a brand. To help you with that, we will be shining some light on customer expectations. Without further ado, let’s begin! Expectation #1: Customers expect immediate, responsive service 64% of consumers and 80% of business…

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7 Ways To Measure & Improve Your Customer Service Performance

7 Ways To Measure & Improve Your Customer Service Perfo[...]

91% of disgruntled customers that don't complain simply leave. And 76% of customers opine that it is now easier than ever to take their business elsewhere. These statistics only prove how customer experience has turned into the latest battlefield for businesses. With 97% of customers having a "very good" or "excellent" service experience being "very" or "extremely likely" to tell people about it, it becomes absolutely essential to ensure your customers are happy with your service. You need to have a…

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How to Measure Your Self-Service Success

How to Measure Your Self-Service Success

By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. - Gartner You’ve probably set up one or more self-service channels - an online community, or virtual assistants. If you haven’t, it’s time! Having said that, self-service works wonders only if done right. But how do you know if your self-service is working? To measure that, here are certain metrics that you need to track regularly. Case Deflection The most efficient way of quantifying…

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4 Ways AI Can Transform Your Customer Service

4 Ways AI Can Transform Your Customer Service

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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Top 5 Search Pet Peeves on Your Salesforce Community

Top 5 Search Pet Peeves on Your Salesforce Community

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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6 Agent Productivity Hacks You Cannot Afford to Miss

6 Agent Productivity Hacks You Cannot Afford to Miss

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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