Customer Support

Premium Support: The Reckoning Force Behind Stellar Customer Experiences

Premium Support: The Reckoning Force Behind Stellar Customer Experiences

September 16, 2022

Premium support is the gold standard to transform your support services and take them a notch higher. Why and how? Let this blog guide your path!

Why Swarming Model Makes Sense for Your Support Organization

Why Swarming Model Makes Sense for Your Support Organization

July 20, 2022

The archaic support model has developed a lot of crevices over time. Intelligent Swarming not only plugs them but also sweetens the pot in several ways.

Colubridae ‘22: Doubling Down on Relevant Digital Experiences

Colubridae ‘22: Doubling Down on Relevant Digital Experiences

June 15, 2022

Colubridae ‘22 is out. What was the vision behind it and what are some of the key additions it introduces? Our Product Evangelist, Bharat Sethi, explains.

Building a Strategic Framework to Create & Maintain a KCS Culture

Building a Strategic Framework to Create & Maintain a KCS Culture

May 20, 2022

Read this blog to learn how a strategic framework can align KCS practices to your organizational goals and enable you to effectively achieve them.

The Role of Cognitive Technology in Improving the Digital Customer Experience

The Role of Cognitive Technology in Improving the Digital Customer Experience

May 9, 2022

Support organizations have invested heavily in multiple digital support channels to create a seamless omnichannel digital customer experience. Read this blog to learn how cognitive technology brings more opportunities to improve the digital support experience for both customers and employees.

5 Challenges that Cast a Shadow Over Contact Center Agents

5 Challenges that Cast a Shadow Over Contact Center Agents

April 22, 2022

Outdated technology is hindering your agents to deliver peak performance. This blog post identifies 5 such challenges that could be at the center of it.

Top 5 Challenges Businesses Need to Overcome to Successfully Adopt KCS

Top 5 Challenges Businesses Need to Overcome to Successfully Adopt KCS

March 30, 2022

KCS is taking the customer service world by storm. But after the initial kick-off, many firms leave the knowledge management programs hanging. Wondering why? This blog post explains.

4 Reasons Why Companies Fail to Provide a Seamless Digital Customer Experience

4 Reasons Why Companies Fail to Provide a Seamless Digital Customer Experience

March 15, 2022

Can’t put your finger on why your firm is struggling with DCX? This post reveals four factors that could be at pulling you down.

5 Easy Ways to Ace New & Unknown Support Issues

5 Easy Ways to Ace New & Unknown Support Issues

March 2, 2022

Achieve support equilibrium by minimizing agents' time spent on known issues and empowering them with information to resolve new incidents. How? Here are five easy ways:

5 Ways to Lower Your Contact Center’s Average Speed to Answer

5 Ways to Lower Your Contact Center’s Average Speed to Answer

February 22, 2022

Lowering Average Speed to Answer (ASA) can be an insurmountable task for many contact centers. But not anymore! With SearchUnify & AI added to your tech stack, supercharge your agent productivity and CX.

Evaluating Self-Service Success Beyond the Hubbub of Case Deflection

Evaluating Self-Service Success Beyond the Hubbub of Case Deflection

February 9, 2022

Learn why case deflection is facing flak & why organizations need to give up age-old self-service approach. The post also covers 3 CX metrics you need to track!

How SearchUnify Makes Salesforce Service Console Users’ Life Easier

How SearchUnify Makes Salesforce Service Console Users’ Life Easier

January 7, 2022

Simplify your support agents’ life working in Salesforce Service Cloud with SearchUnify’s unified cognitive platform. Tap into AI & ML to redefine information discovery.