There is no denying the fact that the age of the customer is here. You may be in for a surprise when you contact customer service only to be carpet-bombed by a litany of questions about you and the issue you’re facing - as if they don’t know you or…
From Fortune 500 companies to startups, many corporates are hopping on the Salesforce train to connect with their customers. But will your customers be able to find what they need? Truth be told, not always. With all the power and potential this CRM brings to the table, it may be…
There is one thing that often imprints customer’s memory over everything else: service experience. It goes without saying that the success of mega contact centers largely relies on customer support agents’ ability to deliver quality experience with every interaction. Agents who are proactive, knowledgeable, and professional in their conduct help…
More & more number of support firms are rapidly adopting self-service or the 'do-it-yourself' model. 70% of customers now expect a company’s website to include a self-service application. Support folks love it because self-service equals case deflection, which eventually translates into reduced support costs. So, it’s a win-win for customers…
We live in an age where we are exposed to huge volumes of information every second. Did you know by the year 2020, 1.7 megabytes of new information will be created every second, per person (Source)? Having said that, currently, 95% of businesses need to manage unstructured data (Source). Hence,…
We are hosting a webinar with guest speaker Mike Gualtieri, Forrester’s VP & Principal Analyst. It will shed light on rising expectations from support ops and how you can leverage cognitive search to deliver better support and drive self-service. Register here. In this blog post, we’ll share three reasons why…
Investing in AI technologies is amongst the topmost priorities for support leaders across the globe. According to the Salesforce State of Service report 2019, the adoption of AI in customer service is projected to surge by 143% over the next 18 months. The same report also says, 64% of customers…
“Customers are not just buying a product or service; they are buying an experience.” – Bernard Kelvin Clive Customers value experience over everything else, their expectations are at an all-time high, and that’s true for every organization. Tech behemoths like Google and Amazon have raised the bar for customer experience…
The search bar on your portal may not be the first thing that your customers click on but they surely resort to it every time they’re lost and that’s when you go big or go home. Businesses have started seeing search as a powerful tool and are heavily investing in…
On May 29, Forrester released The Forrester Wave™: Cognitive Search, Q2 2019. Among 12 solutions, Grazitti Interactive’s AI-enabled enterprise search platform, SearchUnify, was the youngest vendor! This is a very proud moment for all of us here at SearchUnify. We started developing this innovative enterprise search solution in 2016, and…
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