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7 Ways to Future-Proof Your Knowledge Management Strategy

7 Ways to Future-Proof Your Knowledge Management Strategy

Despite knowledge management being an indispensable part of business survival and growth, managers fail to implement it successfully across the entire organization. For starters, they mistake a general plan to make knowledge accessible to employees for a strategy. Secondly, they are incapable of tracing and articulating knowledge. Also, if the knowledge is recognized and recorded, turning tacit knowledge into explicit remains a challenge. By and large, a successful KM program increases productivity and goodwill of your brand whereas a failed one…

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Why You Need to Add Real-Time Search Analytics to Your Customer Service Strategy

Why You Need to Add Real-Time Search Analytics to Your Custo...

Shep Hyken advocates that your customers want a boring customer service experience. Yes, you read it right. But this statement should not be confused with providing average service. Customers want consistent, personalized service from a brand that they can trust, and they want to keep having that. The key is–knowing your customers and being able to anticipate what they want. And this happens when you have a 360° view of their digital footprints. But how can you empower each customer service…

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5 Go-to Strategies to Invigorate Your Online Community

5 Go-to Strategies to Invigorate Your Online Community

Everybody seems to be jumping on the community bandwagon. Having an online community, undoubtedly, has numerous benefits for your company–reduced customer support cost, more brand exposure & credibility, and customer insights. But to turn your online community from a nice-to-have website to a strategic advantage requires a lot of blood, sweat, and tears. Lana Lee, a Senior Community Strategist at Zuora, connected with community veteran John Summers for a quick podcast where she revealed five tips that worked for her and…

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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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Leverage Cognitive Search to Maximise Your SharePoint Investment

Leverage Cognitive Search to Maximise Your SharePoint Invest...

More than 190 million people across 200,000 organizations use Microsoft SharePoint for intranets, team sites and content management. Despite it being a great platform for intranets and sites, users have expressed that its search capabilities could be better. When operating within Microsoft environments, SharePoint is effective as standalone software. Otherwise, retrieving relevant results as and when needed becomes a little challenging. In this article, we’ll walk you through the top pain points reported by users with SharePoint intranet adoption and how…

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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 Merchandising Ideas For Driving Conversions on Your E-Commerce Site

6 Merchandising Ideas For Driving Conversions on Your E-Comm...

E-commerce space is brimming with companies, but most of them fail to stay ahead of the curve in terms of conversions and driving sales. If 76 out of every 100 visitors end up abandoning their cart, there is something that’s not adding up. Having the basics down might attract shoppers on your e-store but they convert, repeat shop, and become advocates of your brand only when they have an unforgettable shopping experience. The good news is you can build it with…

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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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A Sneak Peek of the AI-Enabled Knowledge Management and Support Webinar

A Sneak Peek of the AI-Enabled Knowledge Management and Supp...

Knowledge management is the process of capturing, distributing, and effectively using knowledge. - Tom Davenport The Technology Services Industry Association (TSIA) defines knowledge management as the controlling of facts, lessons, or best practices learned by employees that can be captured to benefit the whole organization. Although that may sound simple and easy, implementation isn’t definitely a piece of cake. As per TSIA’s Knowledge Management Survey 2019, only 4% of the companies make it to the final strategic phase of the maturity…

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The AI Dream Team: Future-Proof Your Customer Service Strategy With Cognitive Search & Applications
ON-DEMAND SESSION

The AI Dream Team: Future-Proof Your Customer Service Strategy With Cognitive Search & Applications

The AI Dream Team: Future-Proof Your Customer Service Strategy With Cognitive Search & Applications
ON-DEMAND SESSION

The AI Dream Team: Future-Proof Your Customer Service Strategy With Cognitive Search & Applications