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Three Pillars of Effective Support Interactions

Three Pillars of Effective Support Interactions

Rising customer expectations have propelled the use of the latest technology for better customer service. Artificial intelligence in support interactions is one such latest tech trend that has taken businesses by storm. Gartner says that by 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017. In fact, as many as 83% of businesses say AI is a strategic priority for them today. Smarter firms have started using AI applications like chatbots…

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SearchUnify Helps Businesses Accelerate Digital Transformation for Self-Service & Support with Mamba ‘20

SearchUnify Helps Businesses Accelerate Digital Transformati[...]

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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Highlights from Our Session with Kronos at TSW Las Vegas 2019

Highlights from Our Session with Kronos at TSW Las Vegas 201[...]

Last week was an absolute delight as I got the opportunity (at TSW Las Vegas 2019) to share my insights on cognitive search & its role in digitally transforming enterprises. It was a privilege to share the stage with Leo Daley, Community Director, Kronos. Kronos is a leading provider of Workforce Management and Human Capital Management cloud solutions that enable organizations to manage and engage their workforce. Kronos industry-centric workforce applications are purpose-built for businesses, healthcare providers, educational institutions, and government…

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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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