"This is not what I'm looking for." Many users go through the same experience even after leveraging enterprise search. Ever wondered why? As the digital landscape evolves, user demand changes. They crave a seamless search experience that is not just personalized, but delivers relevant and accurate results. This is where…
The business world is no stranger to change. But in recent years, the pace of that change has become truly disruptive. New technologies emerge seemingly overnight, customer expectations shift on a dime, and a single innovative player can reshape entire industries. Traditional models struggle to keep up, leaving businesses scrambling…
Remember the first time you interacted with a chatbot? It felt like magic - a machine mimicking human conversation! While those early attempts were a novelty, they often left users more frustrated than satisfied. These rudimentary chatbots relied heavily on scripted responses and keywords, leading to awkward and unproductive interactions.…
Forrester reported that enterprise adoption of GenAI surged from 62% to 71%, indicating one of the fastest adoption rates for a new technology in the enterprise. With the emergence of large language models (LLMs), the support industry has undergone a paradigm shift. LLMs' exceptional abilities in text generation, summarization, language…
Do you ever feel like some users are stuck in a product limbo? They might have signed up, but rarely interact. Or, they use the product regularly, but only the basic features. This value gap - the disconnect between what your product offers and how much customers are utilizing it…
In today's fast-paced world, self-service portals have become a cornerstone for business growth. Moreover, 88% of people worldwide expect brands to offer customer support portals so they can help themselves. It is not just a trend; it's a necessity for businesses to stay competitive and meet customer expectations. However, poorly…
Imagine that you’re a tech enthusiast. You are interested in knowing about the emerging trends in Generative AI. So, you start typing keywords into the search engine, hoping to find relevant blogs and articles. But when you sift through the search results you realize that while some sources are valuable,…
In today’s fast-paced world, delivering exceptional customer service is crucial for any industry. Customers demand quick, prompt, and effective answers to their queries. More so, they hate to wait and expect service to be delivered 24/7 across multiple channels. However, customer support teams are often grappling with an overwhelming influx…
At a recent meeting for the Consortium for Service Innovation’s ongoing initiative, Understanding Success by Channel, Sara Feldman executed a one-two punch at claims of “frictionless” or “seamless” CX that had me cheering in my seat. To paraphrase, Sara said that we need to get real about providing a frictionless…
Exceptional customer support is the secret weapon for businesses. But what's the hidden ingredient behind those stellar results? It's an organization's knowledge management (KM) system. Knowledge is power, and that’s why savvy organizations are integrating the KCS framework with their workflows to wangle their knowledge bases. But scaling this knowledge…
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