So, you too heard that KCS works and tried implementing it in your organization, eh? Good. It actually does, but how’s it working for you? Or are you planning on implementing it, but still trying to figure out how? Sounds a bit complicated, doesn’t it? Fret not; it’s not as…
Chatbots have been around for quite sometime now but popularized only recently (around 2016) with major brands and enterprises actively deploying chatbots for interacting with customers in a more efficient and cost-effective way. Chatbots not only assist but also automate & scale support operations. Take the case of KLM Royal…
Our ability to comprehend content & context to give an ideal reaction is at the very heart of every interaction. But what if this underlying principle was imbibed into machines with AI and machine learning? The result is highly sophisticated bot-based conversations of today. The chatbot wave is at an…
The core of business success is happy customers. However, here is a teeny-tiny challenge: keeping customers happy is no walk in the park. Why, you ask? Well, the answer is customer expectations. Your customers want answers, they want them now, and they want them without having to interact with a…
Okay, here comes the news that we’ve been eagerly waiting to share - we have successfully rolled out the biggest and most anticipated release of the year - Mamba! This release brings in a whole array of new features and upgrades, and this blog post gives you a sneak peek…
In conjunction with the onset of TSW Las Vegas 2018, we are proud to announce the imminent arrival of Sarah for an array of supported enterprise platforms. Sarah is an AI-powered chatbot designed for easy and quick interactions. She will be rolled out with our next release scheduled in November. But…
Digital transformation is the current talk of the support industry. And why wouldn’t it be? From reducing support costs, to improving agent efficiency, to enhancing user experience, it offers a myriad of benefits that ensure that relevance prevails. The more personalized and contextual the experience you offer across various verticals…
Let’s face it, we are living in an era where almost all information is barely an internet search away. Search engines like Google have made people accustomed to seeing relevant results almost instantly. This becomes an issue for organizations in terms of meeting customers’, employees’, and partners’ expectations around the…
In the good ol’ days, all technical writers had to do was collaborate with SMEs (Subject Matter Experts), format paragraph headings, and convert technical jargon into comprehensible language for the layman. Had you asked them about accessibility or user experience of their content, they might have laughed at you. They…
Online communities on Lithium play a crucial role in fostering long-term relationship between a brand and its customers. They enable easy access to answers and give users the ability to share their experiences. This improves knowledge sharing and gives customers an opportunity to resolve minor queries themselves. This is why…
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