Customer Support

Customer Success: Pushing the Envelope Beyond Customer Support

Customer Success: Pushing the Envelope Beyond Customer Support

October 20, 2021

Enterprises are jumping on the customer success bandwagon to maximize CX. Little do they realize that without the right tech, their goals will remain far from reach. This quick post can help fix that:

Automation & Cognitive Tech in Customer Support: Myth vs Reality

Automation & Cognitive Tech in Customer Support: Myth vs Reality

October 13, 2021

Automation & cognitive tech for customer service are now popular. Many myths have also cropped up. This post debunks winnows facts from myths for good:

How to Scale Your Customer Success Function with Cognitive Technology

How to Scale Your Customer Success Function with Cognitive Technology

September 14, 2021

Is cognitive technology the answer to scaling customer success function efficiently? If so, how? This crisp blog post answers this and many more questions about what’s next in CS.

Knowledge-First Model: The Force Majeure of Proactive Customer Support

Knowledge-First Model: The Force Majeure of Proactive Customer Support

September 9, 2021

In customer-centric times, proactive customer service is the way forward. If you are still operating on a reactive, case-first model, then this blog post is for you.

Delivering Harmonized Customer Experience Across Support Channels

Delivering Harmonized Customer Experience Across Support Channels

September 3, 2021

It’s not about channel; it’s about experience. Customers want to be heard, irrespective of the number of channels being offered. Learn how cognitive technology integrates each channel & offers a seamless customer support experience.

5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

August 18, 2021

Escalations are inevitable. But, for support success, it's important that we manage them well. Learn how to create an effective ticket escalation strategy, here.

How Regex Patterns Unlock the Next Level of Relevance & Content Findability

How Regex Patterns Unlock the Next Level of Relevance & Content Findability

August 10, 2021

What is regex? How does it work? What is the connection between regex and cognitive search? This blog post answers all these questions and more. Read on!

A Stepwise Guide to Implementing Contact Center Benchmarking

A Stepwise Guide to Implementing Contact Center Benchmarking

August 5, 2021

Implement a benchmark plan to measure the success of your contact center operations with these 8 simple steps. Also, learn how to improve contact center quality.

How TSIA’s Support Services Maturity Model Revitalizes Your Support Function

How TSIA’s Support Services Maturity Model Revitalizes Your Support Function

July 15, 2021

Service organizations are struggling to demonstrate measurable performance. To circumvent a myopic approach, TSIA has come up with a proven model.

Colubridae ‘21: Adding Another Dimension to Usability, Intent Optimization, Chatbot Storyboarding, & More

Colubridae ‘21: Adding Another Dimension to Usability, Intent Optimization, Chatbot Storyboarding, & More

June 17, 2021

Colubridae ‘21, the first major release of the year, is out to skyrocket your self-service & support ecosystem with more cognitive fuel & a bonus feature.

How Dynamic Decision Tree Structure Unlocks Contextual Chatbot Interactions

How Dynamic Decision Tree Structure Unlocks Contextual Chatbot Interactions

June 10, 2021

The secret to successful chatbot conversations, at scale, are dynamic decision tree structures. Don’t know what they are? Read this blog post to find out all about them!

A Paradigm Shift in Linking Articles: Reference vs Resolution

A Paradigm Shift in Linking Articles: Reference vs Resolution

June 4, 2021

This blog points out the difference between reference and resolution articles. It also explains why it's best to close your tickets by attaching resolutions.

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Support (re)Focus 2021 – A Virtual Customer Conference