The webinar, scheduled for August 31, 2023, at 8:00 AM PST, will showcase how cognitive technology can help with escalation management.
Mountain View, CA | August 7, 2023 – SearchUnify, a leading unified cognitive platform is pleased to announce its upcoming webinar in collaboration with FT Works, a strategic support consulting company. The webinar titled “Beating the Escalation Blues with Cognitive Technology” will take place on August 31, 2023, at 8:00 AM PST.
Escalations are costly and lead to customer churn. In fact, a single customer escalation can cost $10,000. While escalations are a fact of (support) life, choosing the right strategies and tools can minimize your costs and customer risks.
Brian Corcoran, Regional Sales Manager and Global Support SME, SearchUnify, in conversation with Francoise Tourniaire, Author and Customer Success & Support Consultant, FT Works, will show you how to adopt escalation management best practices in conjunction with cognitive technology to tame escalations.
“Escalation management is often seen as a necessary evil by support organizations–but it can also transform customer relationships and be the source of deep learning. We will show you how to use each escalation as a learning tool, and Brian will highlight how technology can be a powerful ally for escalation management,” states Francoise Tourniaire, Author and Customer Success & Support Consultant, FT Works.
“In today’s customer-centric world, unhappy customers can quickly move on to a new product or service if their issues are not resolved on time. Having an effective escalation management strategy or solution in place is therefore quite essential,” says Brian Corcoran, Regional Sales Manager, SearchUnify. “At SearchUnify, we leverage the CPR (Case Categorization, Prioritization, and Routing) framework empowered by cognitive technology to tackle escalations and streamline our customer support process. We look forward to sharing deeper insights during our forthcoming webinar with FT Works.” he further adds.
Author and Customer Success & Support Consultant
Regional Sales Manager and Global Support SME
Title: Beating the Escalation Blues with Cognitive Technology
When: August 31, 2023, at 8:00 AM PST.
Register for the webinar here.
SearchUnify is a unified cognitive platform, by Grazitti Interactive, and is built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Cognitive Search, SUVA (the World’s First Federated, Information Retrieval Augmented Chatbot for Fine-tuned, Contextual, and Intent-driven Conversational Experiences at Scale), Agent Helper, Knowbler (the World’s First Knowledge-centered Customer Service Software), Escalation Predictor, and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
About FT Works
FT Works helps technology companies create and improve their customer success and support operations through a wide range of consulting, training, and coaching services. They can help you design customer journey maps, streamline processes, design your support website, train your team on customer skills, and create effective metrics and dashboards.
Senior Social Media Manager, SearchUnify