Mountain View, CA | August 18, 2021: SearchUnify is collaborating with Klever Insight to host a live webinar on September 15, 2021, at 10:00 AM PST. The webinar will shed light on why customer support teams need to move from case-first to knowledge-first and how they can make this transition simple and sustainable.
SearchUnify, by Grazitti Interactive, is a recognized unified cognitive platform that powers enterprise search and a suite of next-gen support applications. Klever Insight is one of the pioneers of interactive digital advisor helping service organizations evolve and improve their processes. In the webinar, Phil Verghis, CEO of Klever Insight, and Alok Ramsisaria, CEO of Grazitti Interactive will discuss how the right strategy and next-gen technology can help customer support teams move to a sustainable customer support model.
Most support organizations operate with a case-first model. They resolve customer issues reactively while aiming for higher CSAT and lower support costs. 60-90% issues are recurring in nature. This vicious cycle of resolving mundane tasks leads to burnt out and demotivated employees and high attrition rate.
A focus on capturing and leveraging knowledge can be a real game changer. However, the transition from case-first to knowledge-first demands a great deal of organizational changes. This webinar sheds light on how you can simplify the transition with a combination or the right strategy and technology.
“Instead of mindless automation, optimizing processes to get them aligned with your organizational goals sets you on the path to a sustainable customer support model,” says Phil Verghis, CEO of Klever Insight. “However, sometimes, when the process is optimally designed, it becomes unnatural for the organization to follow it. Therefore, you need a strategy to make these changes simple, joyful, and in the workflow for your employees to adopt them,” he further added.
Alok Ramsisaria, CEO, Grazitti Interactive, said, “To make the transition of moving from case-first to knowledge-first simple and sustainable, one fundamental part that you need is technology that enables, not hinders this change. Combined with the right strategy, good technology helps you minimize the friction between resolving cases and creating knowledge – making the processes simple and easy to implement.”
Title: Case First to Knowledge First: Simplifying the Journey to Sustainable Customer Support
When: September 15, 2021, at 10:00 AM PST
CEO & Co-Founder
Chief Executive Officer
Register for the webinar here.
About Klever Insight
The Klever Insight solution—which comprises consulting services, software-as-a-service, and pilot and accelerator programs—helps service and support and shared services organizations evolve and improve their process, culture, and metrics. It’s a customized solution at out-of-the-box pricing that yields results in as little as 30 days.
SearchUnify is a unified cognitive platform by Grazitti Interactive that revolutionizes information findability, fuels an insights engine, and makes for a robust platform for AI-based apps like Intelligent Chatbots, Agent Helper, Community Helper, KCS Enabler, and Escalation Predictor. Its AI powers relevant and personalized search results for customers, partners, and employees across industries.
Ajay Paul Singh
Head of Marketing, SearchUnify