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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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5 Common Myths About Self-Service

5 Common Myths About Self-Service

More & more number of support firms are rapidly adopting self-service or the 'do-it-yourself' model. 70% of customers now expect a company’s website to include a self-service application. Support folks love it because self-service equals case deflection, which eventually translates into reduced support costs. So, it’s a win-win for customers as well as customer support leaders. As popular a method it is, as many misconceptions or myths are attached to it. In this blog post, we’re debunking common ones. Myth 1:…

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How Faceted Search Can Help Users Cut Through the Information Clutter

How Faceted Search Can Help Users Cut Through the Informatio[...]

We live in an age where we are exposed to huge volumes of information every second. Did you know by the year 2020, 1.7 megabytes of new information will be created every second, per person (Source)? Having said that, currently, 95% of businesses need to manage unstructured data (Source). Hence, it would be correct to assume that a traditional search engine would function as the agent of chaos. Luckily, faceted search can help avert such situations. But first, for the uninitiated:…

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3 Reasons to Attend Our Webinar on Optimizing Self-Service & Support with Cognitive Search

3 Reasons to Attend Our Webinar on Optimizing Self-Service &[...]

We are hosting a webinar with guest speaker Mike Gualtieri, Forrester’s VP & Principal Analyst. It will shed light on rising expectations from support ops and how you can leverage cognitive search to deliver better support and drive self-service. Register here. In this blog post, we’ll share three reasons why you should attend the webinar. To be honest, there are only two reasons why anyone might be interested in attending a webinar. First, the topic is relevant and you think you…

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How Machine Learning Makes Enterprise Search Smarter

How Machine Learning Makes Enterprise Search Smarter

Investing in AI technologies is amongst the topmost priorities for support leaders across the globe. According to the Salesforce State of Service report 2019, the adoption of AI in customer service is projected to surge by 143% over the next 18 months. The same report also says, 64% of customers expect tailored engagement based on past interactions and a unified brand experience. To meet these expectations, companies now realize that they need to harness the power of customer data and improve…

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3 Challenges Your Customers Are Facing on Your Self-Help Portal & How to Overcome Them

3 Challenges Your Customers Are Facing on Your Self-Help Por[...]

“Customers are not just buying a product or service; they are buying an experience.” – Bernard Kelvin Clive Customers value experience over everything else, their expectations are at an all-time high, and that’s true for every organization. Tech behemoths like Google and Amazon have raised the bar for customer experience and it’s become imperative for others in the industry to up their game and deliver spectacular customer experience, especially in the case of customer service. 33% of Americans say they’ll consider…

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3 AI Add-Ons to Enhance Your Enterprise Search

3 AI Add-Ons to Enhance Your Enterprise Search

The search bar on your portal may not be the first thing that your customers click on but they surely resort to it every time they’re lost and that’s when you go big or go home. Businesses have started seeing search as a powerful tool and are heavily investing in enterprise search to stay ahead of the curve. According to MillionInsights, the global enterprise search market is anticipated to reach USD 8.90 billion by 2024. It’s about time you too jump…

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Young & Proud: SearchUnify Is the Youngest Vendor to Be Evaluated in The Forrester Wave™: Cognitive Search, Q2 2019

Young & Proud: SearchUnify Is the Youngest Vendor to Be[...]

On May 29, Forrester released The Forrester Wave™: Cognitive Search, Q2 2019. Among 12 solutions, Grazitti Interactive’s AI-enabled enterprise search platform, SearchUnify, was the youngest vendor! This is a very proud moment for all of us here at SearchUnify. We started developing this innovative enterprise search solution in 2016, and in less than three years we took a spot in the Forrester Wave™ Report alongside bigger companies that have been around far longer. The report points out that, “Employees and customers…

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