Learn about the latest developments in enterprise search, AI, CRM, CMS, online communities, intranets, etc.
Turning Your Unstructured Data Cave into a Gold Mine of Insights
August 13, 2020
Turning Your Unstructured Data Cave into a Gold Mine of Insi…
Data is undoubtedly one of the most powerful and expensive commodities. Your data contains information that can offer critical insights to validate assumptions, improve decision making, and steer towards a better future. You just need to look in the right place. However, that isn’t easy. Around 90 percent of an enterprise’s data is unstructured. And it is growing at 55 to 65 percent each year. To put it simply, organizations have it in abundance. Unfortunately, many businesses lack the technological component…
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6 Unique Ways Cognitive Search Powers Frictionless B2B E-Commerce Experience
August 12, 2020
6 Unique Ways Cognitive Search Powers Frictionless B2B E-Com…
The ‘new normal’ has every industry engulfed in clouds of uncertainty. Has it altered the B2B e-commerce landscape? Hmmm, let’s see… B2B Buyers, on being asked, If it’s appropriate to market products and services to them right now: The most important thing they’d like to know from their B2B technology & service providers right now: If their company is considering any B2B purchases at this time: LeadMD opines that B2B clients are a tad frustrated with the mention of COVID-19 but…
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7 Ways to Future-Proof Your Knowledge Management Strategy
August 7, 2020
7 Ways to Future-Proof Your Knowledge Management Strategy
Despite knowledge management being an indispensable part of business survival and growth, managers fail to implement it successfully across the entire organization. For starters, they mistake a general plan to make knowledge accessible to employees for a strategy. Secondly, they are incapable of tracing and articulating knowledge. Also, if the knowledge is recognized and recorded, turning tacit knowledge into explicit remains a challenge. By and large, a successful KM program increases productivity and goodwill of your brand whereas a failed one…
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Why You Need to Add Real-Time Search Analytics to Your Customer Service Strategy
August 4, 2020
Why You Need to Add Real-Time Search Analytics to Your Custo…
Shep Hyken advocates that your customers want a boring customer service experience. Yes, you read it right. But this statement should not be confused with providing average service. Customers want consistent, personalized service from a brand that they can trust, and they want to keep having that. The key is–knowing your customers and being able to anticipate what they want. And this happens when you have a 360° view of their digital footprints. But how can you empower each customer service…
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5 Go-to Strategies to Invigorate Your Online Community
July 30, 2020
5 Go-to Strategies to Invigorate Your Online Community
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, sweat, and tears. Lana Lee, a Senior Community Strategist at Zuora, connected with community veteran John Summers for a quick podcast where she revealed five tips that worked for her and…
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Prerequisites for Making Self-Service Success a Reality
July 28, 2020
Prerequisites for Making Self-Service Success a Reality
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 has proven to reduce customer churn rate and has influenced customer satisfaction rates positively. According to a study by Dimension Data, 73% of customers prefer to use a company’s website, instead…
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How to Level up Your Customer Service With Effective Knowledge Management
July 23, 2020
How to Level up Your Customer Service With Effective Knowled…
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, some questions or issues do pop up and they require the guiding force of a blazing fast support team to address customer queries. Time is money for customers. And they don’t…
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Leverage Cognitive Search to Maximise Your SharePoint Investment
July 21, 2020
Leverage Cognitive Search to Maximise Your SharePoint Invest…
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, retrieving relevant results as and when needed becomes a little challenging. In this article, we’ll walk you through the top pain points reported by users with SharePoint intranet adoption and how…
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5 Effective Ways to Manage Your Remote Contact Center Workforce
July 16, 2020
5 Effective Ways to Manage Your Remote Contact Center Workfo…
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 for this long is a first for many organizations. And, they are facing some challenges like keeping the agents productive. The managers have to figure out ways by which the teams…
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6 Merchandising Ideas For Driving Conversions on Your E-Commerce Site
July 14, 2020
6 Merchandising Ideas For Driving Conversions on Your E-Comm…
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 on your e-store but they convert, repeat shop, and become advocates of your brand only when they have an unforgettable shopping experience. The good news is you can build it with…