Artificial intelligence is transforming different business verticals in real-time. From Netflix, acting as a movie matchmaker with its personalized recommendations, Amazon suggesting new purchases using customer search history & transactions, to American Express predicting and preventing fraudulent transactions, businesses have struck gold with AI, more accurately with predictive AI. Predictive…
Delivering exemplary customer service is non-negotiable for businesses to remain profitable in the long run. One wrong move and all your efforts go down the drain. In fact, 33 percent of Americans say they’ll consider switching companies after just a single instance of poor service. We cannot emphasize enough the…
91% of organizations identify web self-service as a relevant investment focus for its ability to help reduce contact center costs, relieve pressure on customer support agents, and drive customer journey KPIs. However, only 9% of customers are able to optimize those channels and self-serve successfully. Have you ever received a…
This year made sure that digital transformation didn’t remain a ‘bandwagon’ to jump on but the default option of companies. Many brands have pivoted themselves to meet short-term survival goals. But to be part of the long game means building resilient customer service that keeps experience–customer and employee–at the core.…
Did you know that 91 percent of unhappy customers don’t even give you a second chance? They simply switch brands without lodging a complaint. So, if you’ve become complacent with the absence of feedback, then apologies for bursting your bubble — it’s high time you tap into your complaint data…
2020 is slowly inching towards its end. This means it’s time for yet another enthralling release to deliver on the promise of augmented intelligence. Towards that end, we’re super pumped to announce our latest release: Mamba ‘21. This update focuses on making SearchUnify a more insightful, practical, and impact-driven platform.…
Back in the day, when people needed to fix something, they would simply pick up the phone and connect with a service professional for help. A lot has changed. They no longer call your support representatives as the first step, well, more than 6 out of 10 U.S. consumers, at…
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…
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