Do you ever feel like some users are stuck in a product limbo? They might have signed up, but rarely interact. Or, they use the product regularly, but only the basic features. This value gap - the disconnect between what your product offers and how much customers are utilizing it…
Did you know that 88% of people worldwide expect brands to offer customer support portals for self-service? In today's fast-paced world, self-service portals have become a cornerstone of staying competitive and meeting customer expectations. However, a poorly designed self-service portal can backfire, making it challenging for customers to find the answers…
Gartner indicates that 44% of customers visit an organization's website first before contacting support agents. In this digital era, customers are not willing to call support and are stuck with endless phone menus. Instead, they love it when an organization values their time and provides an exceptional self-service experience. As…
In today’s fast-paced world, delivering exceptional customer service is crucial for any industry. Customers demand quick, prompt, and effective answers to their queries. More so, they hate to wait and expect service to be delivered 24/7 across multiple channels. However, customer support teams are often grappling with an overwhelming influx…
At a recent meeting for the Consortium for Service Innovation’s ongoing initiative, Understanding Success by Channel, Sara Feldman executed a one-two punch at claims of “frictionless” or “seamless” CX that had me cheering in my seat. To paraphrase, Sara said that we need to get real about providing a frictionless…
Exceptional customer support is the secret weapon for businesses. But what's the hidden ingredient behind those stellar results? It's an organization's knowledge management (KM) system. Knowledge is power, and that’s why savvy organizations are integrating the KCS framework with their workflows to wangle their knowledge bases. But scaling this knowledge…
Forrester found that 43% of visitors head straight to the search box, while searchers are 2-3 times more likely to convert than non-searchers, highlighting the critical importance of search relevance. Imagine this: you enter a library brimming with knowledge, but the librarian speaks a different language. You ask for a…
Only 21% of customers trust the established global brands' ability to safeguard their personal information, highlighting waning confidence in data security among customers. Generative AI and LLMs in enterprise search are indeed powerful technologies. However, using these technologies can be a double-edged sword. On the one hand, they're fantastic for…
According to Forbes, 50% of users who interact with chatbots find the conversations to be frustrating, while 30% say one bad experience with a bot will drive them away. No business can afford to lose its customer base, but what is the alternative? Chatbots' go-to responses are often generic and…
Ever feel like you're drowning in documentation? You're not alone. The average employee spends a whopping 2.8 hours a week just writing stuff down, and then even more time hunting for that information in the company database. Talk about frustrating! Here's the thing: knowledge is power, especially in the business…
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