Conversions are directly proportional to search. The smarter the search engine, the better the conversion rates. Whenever a visitor doesn’t find a relevant piece of information at your portal, they are likely to press the back button and look for the desired information at your competitors’ sites. So, every time…
Contrary to the popular belief, customer experience isn’t a destination, but rather an ongoing journey. The journey commences the moment a prospect interacts with the brand. While every company has its own path to cover to meet the specific customer needs, the following three stages are usually a part of…
In 2019, Gartner revealed that 70% of customers use self-service channels at some point in their resolution journey. But unfortunately, as little as 9% of them report resolving their issues completely via self-service. Now, that is startling. The biggest barrier to self-service & case deflection on communities is that most…
Ever entered a bakery and marveled at the rich, creamy chocolate cakes staring at you through the glass? (If you haven’t, you freak me out.) That’s what rich snippets are to users when they look at the search results page. They give users a “sneak peek” so that they know…
“Connect me to your manager” is one of the most petrifying phrases for support representatives. However, conflict is inevitable in business because no matter how airtight your customer service is, you cannot please everyone all the time. Occasionally, customers will be unhappy, irate, and demand to speak to the higher…
Microsoft Dynamics 365 is one of the most widely used business application platforms. It unifies CRM and ERP capabilities, allowing businesses to transform their customer service. But there is always scope for improvement. For instance, when contact center agents have to switch from Dynamics 365 to other content repositories to…
A research conducted by HubSpot revealed that customers are not as frustrated with slow response time (19%) and inability to self‑serve (14%) as they are by repeating themselves to multiple support reps (33%) and long hold times (33%). Since call centers are often customers’ first — and sometimes their only…
The worldwide chatbot market is projected to amount to 454.8 million U.S. dollars in revenue by 2027, up from 40.9 million dollars in 2018. The digital world has seen three generations of chatbot technology. The first two chatbot generations were based on a predefined set of rules and supervised machine…
On August 25th, 2020, Grazitti Interactive, the parent company of SearchUnify, hosted a virtual summit where community leaders from across the industries and verticals joined in to discuss and share their expertise about adopting AI for communities and community engagement. During the event, a panel discussion featuring Dave Evans, VP…
In our previous blog post, we briefed you about why implementing the algorithms of web search engines in the enterprise environment won’t work. If you missed out on it, then catch a glimpse of the same here. In this blog post, we’ll walk you through how cognitive technologies work and…
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