Everybody seems to be jumping on the community bandwagon. Having an online community, undoubtedly, has numerous benefits for your company–reduced customer support cost, more brand exposure & credibility, and customer insights. But to turn your online community from a nice-to-have website to a strategic advantage requires a lot of blood,…
Businesses and customers both love self-service alike because a) it deflects the cases that the support has to otherwise personally assist and helps in resolving Level 1 queries, thus increasing the return on investment, and b) customers look for instant, or at least quick responses to their queries and self-service…
Do you know that as per a study conducted by Microsoft, 95% of customers say customer service is an important driver of loyalty to a brand? That’s why organizations nowadays are more focused on support. Every organization wants to provide products and services that require minimal assistance from them. Yet,…
More than 190 million people across 200,000 organizations use Microsoft SharePoint for intranets, team sites and content management. Despite it being a great platform for intranets and sites, users have expressed that its search capabilities could be better. When operating within Microsoft environments, SharePoint is effective as standalone software. Otherwise,…
Before the pandemic hit the globe, a survey (Global Workspace Survey) conducted by International Workplace Group (IWG) pointed out that a whopping 75% of respondents believed the flexible working to have become the “new normal.” So, this is not a new concept, for sure. But implementing the remote working policies…
E-commerce space is brimming with companies, but most of them fail to stay ahead of the curve in terms of conversions and driving sales. If 76 out of every 100 visitors end up abandoning their cart, there is something that’s not adding up. Having the basics down might attract shoppers…
In the last couple of months, the very definition of normal has undergone a drastic change. Things like work from home that were a rare sight earlier have now become mainstream. But it’s the business world that took the biggest brunt of the situation. With employees confined to their homes…
Knowledge management is the process of capturing, distributing, and effectively using knowledge. - Tom Davenport The Technology Services Industry Association (TSIA) defines knowledge management as the controlling of facts, lessons, or best practices learned by employees that can be captured to benefit the whole organization. Although that may sound simple…
“We have eliminated the word ‘escalation’ from our vocabulary,” said Marco Bill-Peter, VP of Global Support Services - Red Hat. Steve Young, former Service Business Transformation - Cisco, talked about “playing catch, not ping-pong,” and the objective of “the first person to work on a customer issue [case or incident]…
Tech giants have exploited big data to give birth to Siri and Alexa, a form of AI that surprises us every time we use it because it gets better every time. These AI apps are powered by well-built ‘knowledge graphs’ that help them provide relevant responses to users. Is it…
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