Customer Support

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.

5-Step Strategy for Building a Compelling Case for AI in Customer Service

5-Step Strategy for Building a Compelling Case for AI in Customer Service

June 2, 2021

In the ever-evolving technology landscape, progressive service leaders have witnessed AI working in mysterious ways. Check out how to build a successful business case in AI to augment support experience for both your customers and employees.

No More Tier Fear: Catapulting Intelligent Swarming  & Support Efficiency with Cognitive Tech

No More Tier Fear: Catapulting Intelligent Swarming & Support Efficiency with Cognitive Tech

May 28, 2021

Inconsistent response times can lure your customers away. By embedding cognitive technology, you can propel intelligent swarming that can do wonders for your organization. Check out how!

6 Fascinating Ways to Align Support & Product Teams for an Optimized Product Roadmap

6 Fascinating Ways to Align Support & Product Teams for an Optimized Product Roadmap

May 25, 2021

The best way to identify your customers’ wants is to integrate support insights with product teams. This blog post covers six ways in which you can do that.

5 Sure-Fire Ways to Ratchet up Proactive Customer Support With Intelligent Chatbots

5 Sure-Fire Ways to Ratchet up Proactive Customer Support With Intelligent Chatbots

May 12, 2021

Mastering the proactive approach is a top priority of many support leaders. Chatbots can help you proliferate proactiveness with a more personalized experience. Let’s find out how.

How Synergy Between TTR and Cognitive Technology Amplifies CX

How Synergy Between TTR and Cognitive Technology Amplifies CX

May 7, 2021

Measuring TTR is an effective way to quantify agent productivity. This blog lists 4 nifty ways to leverage cognitive technology to reduce TTR & increase CSAT.

4 Handy Ways to Capture & Codify Tacit Knowledge in Your Organization

4 Handy Ways to Capture & Codify Tacit Knowledge in Your Organization

May 4, 2021

Support agents possess a ton of tacit knowledge but it is only fruitful if organizations tap into it. Learn how to capture tacit knowledge for KCS success.

5 Pro Tips to Deliver Exceptional B2B Customer Service

5 Pro Tips to Deliver Exceptional B2B Customer Service

April 29, 2021

Nurturing good customer relationships in B2B is critical. One wrong move can lure them away. Check out 5 best practices to deliver stellar customer service.

4 Shackles that Hold Back a Successful Proactive Support Model

4 Shackles that Hold Back a Successful Proactive Support Model

April 22, 2021

Proactive support is something that’s much talked about but less achieved feat by organizations. This blog post lists the top five hurdles and how you can overcome them.