It's finally Friday evening, and your team is looking for Happy Hour, craving a change of scenery. But what's the game plan? Do you plan to wander aimlessly in hopes to stumble upon a hidden gem? Nah! Instead, you whip out your trusty sidekick, Google, and let it do the…
In today's world, self-service rules. Most people want to do everything on their smartphones. With minimal effort. They demand a great experience while doing these things. And they are getting it. Because if you disappoint them, they leave you immediately, or as quickly as they can. Sure, some B-to-B customers…
Did you know the global artificial intelligence market size was valued at $136.55 billion in 2022? And a whopping 70% of organizations are currently testing the waters with Generative AI! Since the advent and overnight stardom of ChatGPT, many organizations have decided to take a deeper dive into the world…
Imagine your favorite coffee machine breaks, leaving you without your morning pick-me-up. What would you do in this situation? Would you rather spend two hours talking to customer support, or Google your way out? Well, there's a better solution—Self-service. You can easily access instructions on the self-service portal and fix…
Did you know that a single customer escalation can cost $10,000? And that does not even include the possibility of customer churn based on a bad experience. What if you could avoid escalations entirely? Reliably manage them to a swift and positive conclusion? Even use them to improve your support…
In today's digital world, enterprises often come up with innovative ways to connect with their audience. Customer communities are one of the direct and prominent ways. In fact, a staggering 85% of brand owners believe that having an online customer community fosters trust among their audience. Moreover, it opens up…
91% of customers say they would use a knowledge base if it met their needs. In the era of digital transformation, customers expect more control over their experiences. Self-service has emerged as a prominent solution to meet these expectations. While there are myriads of ways businesses self-serve, maintaining a consistent…
Did you know that 86% of consumers would pay more for greater convenience, and wouldn’t mind paying a premium for a welcoming experience? Clearly, it is up to the brands to deliver such experiences, keeping the customers’ needs in mind. For that, organizations enable seamless omnichannel or multi-channel customer service.…
Digitalization has transformed the way businesses interact with their customers. And with the emergence of breakthrough technologies along with it, businesses are now anticipating customers’ needs and providing impeccable experiences that speak volumes. But how would one stay abreast of them, especially when the pace of evolution is relentless? To…
In the previous article ‘Maximizing on the KCS Solve Loop for Knowledge Management Success,’ we discussed the phases of Knowledge-centered Service (KCS Solve Loop), the key barriers to its adoption, and how cognitive technology facilitates the implementation. In this blog post, we will shift our focus to the evolve loop,…
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