It’s high time companies made some changes to improve support agents’ experience and quality of work life. After all, agent experience is as important as customer experience, and elevating the former propels the latter. How do you improve your agents’ experience? By employing technology that aids agents in finishing mundane…
When a customer avails of your service and/or buys your product, there are two scenarios that are likely to happen. One, they could patronize your services for a long time to come. Or two, you could fall short of their expectations and indelibly mar the CX. The latter is often…
Your service reps interact with customers who already trust your brand. That makes upselling and cross-selling a lot easier. In fact, according to a Forbes article, you have a 60-70% better chance to sell to an existing customer as opposed to the 5-20% chance of selling to a new prospect.…
Organizations all across the globe struggle with enterprise search. So much so that they hire search and taxonomy consultants to implement search projects or fine-tune their existing search engines for the best results. And for a while, it works. Then, the enterprise search engine relapses into its former messy state.…
“By using SearchUnify to harness the power of AI, Bluebeam was able to use technology to dramatically improve our customers’ support experience, measurably increasing our ability to quickly connect customers with the resources they need.” - Jim Atkinson, President and Chief Customer Officer, Bluebeam, Inc. Customer support communities have become…
Intelligent chatbots or virtual assistants are built on the underlying technology of natural language processing and machine learning. AI-driven bots improve themselves by self-learning as and when more data is fed to them while elevating customer interactions. This blog discusses in detail what NLQA is and the key role NLQA…
Gone are the days when customers used to settle for mediocre experiences. Along with immediacy, they want accurate results. However, no matter how much you prepare, there will always be one odd query that generates an empty or ‘No Results’ page. Planning for such inevitable dead-ends is at the heart…
You: ‘Hey! Can you tell me more about this offer?’ Bot: Sure, can I have your email address? You: I am yet to register. Bot: I am sorry, this email doesn’t exist. You: I am not a registered member. Bot: This email doesn’t match any existing ID. Yikes! If you’ve…
SWZD anticipates that big changes will brew up in IT due to the pandemic. Overall, IT budgets are expected to decline slightly year-over-year in 2021, but 80% of businesses still anticipate tech spending to stay the same or increase. Life without technology has become increasingly difficult in the digital era.…
An IDC report suggested that the collective sum of the world's data will grow to 175 zettabytes by 2025. Some estimates even suggest that 80-90% of this data is unstructured. “If one were able to store 175ZB onto BluRay discs, then you’d have a stack of discs that can get…
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