With the rise of customer journey analytics, and analysis to correlate customer experience with subscription renewals and account expansion, technology companies are identifying the support experience as a primary driver of customer success. There have been extensive investments in support technology related to both assisted and unassisted support. However, TSIA’s…
Knowledge is power, but only if it is shared. This is why organizations emphasize knowledge management. An efficacious KM program ameliorates self-service, reduces employee effort, improves customer onboarding, drives support ROI, and the list goes on. Fun Fact: As per TSIA, employee-facing and customer-facing knowledge programs get an average rating…
The SaaS industry is riding the hyper-digitization wave. That has changed the way CX is perceived. Low-code development platforms, AI-infused innovations, and XaaS or ‘everything-as-a-service’ business models got their moment in the sun. But with evolving customer attitudes and behaviors, CX professionals are having a hard time keeping up and…
Contact centers play a critical role in amplifying retention and rendering stellar CX at scale. However, they are still perceived as cost centers despite their rapid growth and potential. And why is that? Outmoded technology coupled with poor execution leads to unpleasant experiences for individuals on both ends of a…
Human language is complex, ambiguous, and diverse. Comprehending the written and spoken word is a piece of cake for humans. However, it can be quite challenging for computers or machines. Thousands of queries are run every second, and classifying them in the correct class is paramount for generating relevant search…
What would happen if you visit a library with no specific order or classification of books? You might end up spending an eternity to find that one nugget of wisdom. What a waste of time and effort, huh? Now picture this: a service agent is assigned a high-priority ticket. But,…
The amount of data is growing exponentially. In fact, global data creation is projected to grow to more than 180 zettabytes by 2025. And, this number is only going to increase with the growth of the Internet of Things (IoT). So, analyzing big data volumes can be daunting; not just…
According to a survey, 61% of the respondents believe that customer experience will overtake price and product as the most important brand differentiator. Customers have a plethora of options at their behest. A remarkable CX is what differentiates a top-notch brand from an average one. And, with digitalization displacing the…
Time is of the essence, especially in the world of support where companies are always racing against it. Customers expect instant resolutions. If you fail to live up to their expectations, they wouldn’t think twice before jumping ship. Zendesk revealed that after more than one bad experience, around 80% of…
Nobody likes calling customer service these days. Many reasons behind it: confusing IVR menus, infinite transfers, reiterating query after every transfer, bot-like agents, and whatnot. When you put all these ingredients together, you get a painstakingly long waiting time. Reminds me of a Tom Petty single where he says, “the…
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