Self-Service

Colubridae ‘22: Doubling Down on Relevant Digital Experiences

Cognitive Technology, Customer Service, Customer Support, Self‑Service

Colubridae ‘22 is out. What was the vision behind it and what are some of the key additions it introduces? Our Product Evangelist, Bharat Sethi, explains.

June 15, 2022

Colubridae ‘22 is out. What was the vision behind it and what are some of the key additions it introduces? Our Product Evangelist, Bharat Sethi, explains.

Evaluating Self-Service Success Beyond the Hubbub of Case Deflection

Self‑Service, Customer Experience, Customer Support

Learn why case deflection is facing flak & why organizations need to give up age-old self-service approach. The post also covers 3 CX metrics you need to track!

February 9, 2022

Learn why case deflection is facing flak & why organizations need to give up age-old self-service approach. The post also covers 3 CX metrics you need to track!

Top Technology Trends That Will Shape Customer Support in 2022

Customer Support, Customer Experience, Self‑Service

Striving to deliver exceptional customer support in 2022? We got you covered! This blog post reveals 9 trends that will redefine customer support in 2022 and beyond.

November 24, 2021

Striving to deliver exceptional customer support in 2022? We got you covered! This blog post reveals 9 trends that will redefine customer support in 2022 and beyond.

3 Easy Ways to Carpe Diem at TSW Las Vegas 2021

Customer Service, Cognitive Technology, Self‑Service

TSW Las Vegas 2021 is a catalyst that connects you to business leaders across verticals. If you wish to scale, refine, & accelerate your strategy, then meet us there!

October 14, 2021

TSW Las Vegas 2021 is a catalyst that connects you to business leaders across verticals. If you wish to scale, refine, & accelerate your strategy, then meet us there!

Search Intent: The Firepower for Optimizing Self-Service Experiences

Search Intent, Self‑Service, Customer Experience

Firms today are switching to self-service portals to reduce costs, drive revenue & CSAT. But user intent has a pivotal role to play. This blog explains how.

July 6, 2021

Firms today are switching to self-service portals to reduce costs, drive revenue & CSAT. But user intent has a pivotal role to play. This blog explains how.

How to Combat Low LMS Adoption with Engaging Learning Experiences

LMS Adoption, Enterprise Search, Self‑Service

AI-powered LMS platforms come bearing a myriad of benefits for creating hyper-personalized experiences in the most seamless way possible. Read more to know how!

June 22, 2021

AI-powered LMS platforms come bearing a myriad of benefits for creating hyper-personalized experiences in the most seamless way possible. Read more to know how!

Colubridae ‘21: Adding Another Dimension to Usability, Intent Optimization, Chatbot Storyboarding, & More

Colubridae '21, Customer Support, Self‑Service

Colubridae ‘21, the first major release of the year, is out to skyrocket your self-service & support ecosystem with more cognitive fuel & a bonus feature.

June 17, 2021

Colubridae ‘21, the first major release of the year, is out to skyrocket your self-service & support ecosystem with more cognitive fuel & a bonus feature.

How Dynamic Decision Tree Structure Unlocks Contextual Chatbot Interactions

Customer Support, Self‑Service, Chatbot

The secret to successful chatbot conversations, at scale, are dynamic decision tree structures. Don’t know what they are? Read this blog post to find out all about them!

June 10, 2021

The secret to successful chatbot conversations, at scale, are dynamic decision tree structures. Don’t know what they are? Read this blog post to find out all about them!

How KCS & Self-Service Work Hand-in-Hand to Drive AX & CX

Self‑Service, KCS, Customer Experience

Learn how to adopt KCS and elevate CX. Also, improve agent productivity with self-service by capturing the collective knowledge of your organization.

March 12, 2021

Learn how to adopt KCS and elevate CX. Also, improve agent productivity with self-service by capturing the collective knowledge of your organization.

6 Online Community Trends & Lessons That’ll Spearhead Customer Engagement in 2021

Community Engagement, Self‑Service, Online Communities

Thanks to 2020, online communities will evolve and redefine their goals in 2021. Here are a couple of trends that you should keep an eye out for.

December 15, 2020

Thanks to 2020, online communities will evolve and redefine their goals in 2021. Here are a couple of trends that you should keep an eye out for.

5 Powerful Customer Experience Trends That Will Shape 2021 & Beyond

Customer Experience, CSAT, Predictive Analytics, Self‑Service, Proactive Support

Many reports from leading research institutes have emphasized the role of CX going forward and a new year means new trends to look out for. In this post, we’ve rounded up five customer experience trends that businesses should bet on to prevail.

December 10, 2020

8 Ways to Catapult Self-Service Efficacy with Better Findability

Self‑Service, CSAT, Content Findability, Customer Experience

When the self-service fails, it increases the burden on agents and degrades customers’ trust. To prevent that, you need better content findability. This post explains how:

November 27, 2020

When the self-service fails, it increases the burden on agents and degrades customers’ trust. To prevent that, you need better content findability. This post explains how:

June 15, 2022

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