The best way to ensure a continuous stream of revenue, especially for a SaaS company, is to help your existing customers get more from your product. But how? That is why the customer success function came into being. In its early days, customer success primarily focused on “fixing the wound”…
Most organizations today are flooded with copious data, irrespective of type and size. But, what’s the point if end-users are served with static, potentially outdated, and irrelevant information? This is where a knowledge-first model kicks in. The knowledge-first approach lays emphasis on capturing and leveraging enterprise knowledge to provide stellar…
A Gallup study revealed that only 33% of employees are engaged in their job. The cardinal goal of an organization is to enhance CSAT, primarily by providing unrivaled CX. A critical component to achieve this feat is through happy, motivated, and engaged employees. They are the heart and soul of…
More channels aren’t always equivalent to more value for customers. In fact, customers no longer care about the number of channels being offered to them. All they want is a consistent, seamless, and personalized customer experience, irrespective of the support channel. It’s imperative to orchestrate the CX experience in a…
Are your support mavens answering the same question time and again? Or, are they reinventing the wheel by looking for answers to a question that has already been resolved? If yes, then you are not alone in that boat. That’s how most support organizations function nowadays. Support agents resolve cases…
Cybersecurity Ventures opines that global cybercrime will cost the world a whopping $10.5 trillion annually by 2025. Every day headlines bring new reminders that the future is uncertain. On top of it, cybercrime is becoming more aggressive and dangerous for enterprises worldwide. Thanks to the ever-evolving digital age and the…
Knowledge-Centered Service (KCS) is a proven, principle-based methodology that captures, structures, reuses, and improves enterprise knowledge to streamline support processes. It emphasizes on continuously generating demand-driven and self-improving knowledge, thus maximizing support outcomes. This blog post focuses on the key KCS metrics that you need to track to improve agent…
Knowledge is power, but only when you can find it at the right time. One of the reasons why many organizations struggle with harnessing the power of knowledge is due to findability issues (say hello to data silos.) This is why knowledge management is so crucial. Without it, businesses will…
Customers jumping ship due to subpar support experience is your worst nightmare coming to life. But irrespective of how airtight your customer service is, there will be cases where customers become unhappy or irate and demand to speak to the higher authority. Additionally, not all tickets are created equal. Some…
Today, data has become irrevocably intertwined with business strategies because leaders want to pursue progress, innovation, and on top of all, outshine others. And extracting value from organizational data helps achieve these goals, that too, at scale. But where there is data, there are data silos. To overcome this hurdle…
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