Customer service teams have one end goal—to satisfy and delight every customer that seeks assistance. But can they actually inch closer to this goal when the ticket backlog runs in heaps? To address this, organizations opt to hire more support agents. There’s a catch though: agents have to manually figure…
“Look at the community as a success center and not just the collaboration platform” Customer communities started out as a means to control the influx of support tickets and slash support costs. But over the years, they have become the holy grail for customer engagement, experience, and success, apart from…
Voice of Customer + Search = EASE In the checkout line at my local grocery store last night, I was struck by the parallels between the “real world” experience I was having and what I do for work every day. As a Customer Success & Search Specialist at SearchUnify, my…
60-90% of issues that support agents resolve are recurring. And, 98% of support managers’ time is spent on putting out fires, managing escalations, and firefighting. Whether you are a startup or a fifty-year-old organization, speedy case resolutions will remain one of your ultimate goals. However, many enterprises still depend on…
Revenue in the Enterprise Software segment is projected to reach US$347.30bn by 2027. In the era of digital transformation, one of the most efficacious ways to optimize big data volumes is to use an advanced enterprise search solution. Organizations can choose to either build, borrow, or buy one. While there…
In the world of break-neck speed, many hold the notion that winning customer support is a gift bestowed upon a chosen few. The truth is that support enthusiasts are always at the shoreline with waves of uncertainty and evolving challenges lapping at their toes. But events like Support (re)Focus 2022…
According to Google, 27% of the global online population uses voice search on mobile. That translates to over two billion users! Who could have imagined it would be so easy to speak what you want and get the desired results? All this is possible because of NLP. It has brought…
Rapid digitization and ever-evolving customer expectations are constantly creating a massive technological revolution. And it seems like this will carry on. The only way to succeed is by keeping yourself up-to-date with current trends and taking action that is tailored to your organizational needs. In light of this, SearchUnify &…
Delivering positive customer experiences (CX) is paramount for service organizations. While there are a plethora of elements that drive remarkable CX, one that stands out is Agent experience (AX). Let me paint a picture for you. Service agents are on the front lines to help customers resolve their issues and…
It is that time of the year when we lift the curtains on our much-anticipated release to satiate the appetite of our excellence-hungry customers. Upholding the tradition, Mamba ‘23 brings some massive upgrades and new features ideated via periodic customer feedback and changing trends. So, rest assured, you’re in for…
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