Blog


What the ASP Conference Taught Us About the Changing Support Landscape

The ASP Conference held in San Diego, CA on March 27 and 28 killed it with all the unique ideas and information shared by passionate support professionals. What made it hotter than all the other conferences is the most relevant and latest topics sprouting in the support sector like how AI and Machine learning are changing the landscape and how support leaders can make the most of them. Here are 5 major takeaways from the ASP Conference: 1. Problem Prevention: Customer…

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Colubridae ’19: Taking Massive Strides Towards Appeal, Security & Usability

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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6 Steps to Augment Agent Productivity in Salesforce Service Cloud

There are several things that distinguish you from your competitors, from your product or services to your vision and the way you present it. But what is the one thing that is common among all companies and yet different? Support Agents! They make a major contribution to your success by handling customer queries and providing handy solutions that help you retain your customers. Service representatives are often your company’s first point of contact so it is imperative that your customers have…

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5 Ways to Increase Case Deflection on Your Salesforce Community

"I will always choose a lazy person to do a difficult job because a lazy person will find an easy way to do it."- Bill Gates Millennials have grown up with this mantra and want solutions to their problems in the most effortless and fastest way possible. And the first place they go for finding their answers is your online community. Now, being a community specialist how do you make sure your overwhelmed customers go happy and smiling? Self-service. Bingo! And…

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3 Ways to Begin Your Support Transformation at the ASP Conference on Advanced AI Tools

According to Juniper Research, chatbot conversations will deliver approximately $8 billion in cost savings by 2022. Businesses are betting big on AI and chatbots, and a major chunk of this investment is in the customer support department. Gartner predicts that 85% of customer service interactions will be with chatbots by 2020. Having said that, only 17% of executives at major companies say they’re familiar with cognitive and AI technology. If you don’t want to be one of the ignorant majority that’s…

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Averting Bot Rot: 6 Easy Tips to Keep Your Chatbot Healthy

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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Demystify KCS With Our Comprehensible E-Book

So, you too heard that KCS works and tried implementing it in your organization, eh? Good. It actually does, but how’s it working for you? Or are you planning on implementing it, but still trying to figure out how? Sounds a bit complicated, doesn’t it? Fret not; it’s not as overwhelming as it sounds. We’ve cracked it for you. Read our eBook to understand what KCS is, how it works, and how you can successfully implement it in your organization. Not…

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8 Key Considerations While Adopting a Chatbot for Your Enterprise

Chatbots have been around for quite sometime now but popularized only recently (around 2016) with major brands and enterprises actively deploying chatbots for interacting with customers in a more efficient and cost-effective way. Chatbots not only assist but also automate & scale support operations. Take the case of KLM Royal Dutch Airlines for instance - the firm handled over 16,000 interactions every week. Once deployed, Blue Bot sent out nearly 2 million messages to over 500,000 customers in a span of…

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How Chatbots Are Sweetening the Pot for Customer Service

Our ability to comprehend content & context to give an ideal reaction is at the very heart of every interaction. But what if this underlying principle was imbibed into machines with AI and machine learning? The result is highly sophisticated bot-based conversations of today. The chatbot wave is at an all-time high and its impact is felt across every industry and operational domain. However, customer service is one area which has been particularly transformed. Through round-the-clock availability and engaging human-like conversations,…

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5 Ways Intelligent Search Streamlines & Optimizes User Experience

The core of business success is happy customers. However, here is a teeny-tiny challenge: keeping customers happy is no walk in the park. Why, you ask? Well, the answer is customer expectations. Your customers want answers, they want them now, and they want them without having to interact with a human support agent. They expect you to empower them to resolve their queries on their own, and they expect the self-help experience to be delightful as well. So, it’s not about…

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