I’m going to put this as nicely as I can: SaaS help seekers are not the best searchers, especially when they’re in an enterprise support portal or community. I can say this with confidence because I’ve been analyzing user queries within support portals and communities for almost a decade. More…
Knowledge management (KM) is one of the strongest pillars of any thriving business but is often built on the weakest ground. In fact, around 36% felt poor technology infrastructure hindered their company's knowledge management. Moreover, managing scattered information within enterprises' knowledge base has become tricky, creating data silos. Thankfully, Generative…
For the past several years, ASP has awarded four or five support websites each year in our annual Best Support Websites competition. In 2023 we made seven awards, all for high scores. We cut off the awards at 740 points out of a 1,000 possible this year, the same as…
A McKinsey report estimates that generative AI could add $2.6 trillion to $4.4 trillion in value across industries by 2030. In this competitive landscape, AI continues to make significant transformations in various industries. Currently, the emergence of generative AI has added a new dimension to this evolution, enabling businesses to…
Only 21% of customers express confidence in the ability of established global brands to safeguard their personal information. This shows how trust in data security wavers. On top of it, in the search for profitable growth, more and more companies are making major investments in generative AI. While this has…
With Black Friday and the holiday season on horizon, businesses are eagerly anticipating a boom in their sales graph. While rigorous efforts are put into marketing and product distribution, there is one critical aspect often left in the shadows - customer support. Amidst the frenzy of customer inquiries, support tickets,…
McKinsey estimated that applying generative AI to customer care functions could increase productivity at a value ranging from 30 to 45 percent of current function costs. In the dynamic landscape of customer support, staying ahead of the curve is not merely a strategic advantage—it's a necessity. The pulse of customer…
In today's competitive business landscape, it is more important than ever to provide an exceptional customer experience (CX). As we stand on the brink of 2024, it's crucial to recognize that customer expectations and preferences are changing at an unprecedented pace, driven by technological advancements and shifting societal values. But…
In the vast expanse of the internet, a virtual cityscape thrives, where people from all corners of the world converge to connect, share, and engage. Online and customer communities have become the beating heart of this digital realm, serving as platforms where like-minded individuals and diverse voices find a common…
When attending webinars or conferences, my default approach is usually to filter the information through the lens of clients and prospects. How can I use what I’ve learned to help other companies? This is my Consultant Brain hard at work, always in overdrive. Last week, however, TSIA World Envision defied…
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