IDC suggests that 87% of C-Suite executives say their organization is doing some initial exploration of potential use cases of GenAI. The customer support space is awash with an unparalleled wave of innovations, all thanks to Generative AI. Having enchanted us with its capabilities, generative AI-powered products have not only…
According to an IDC study, “Fortune 500 companies lose at least $31.5 billion a year by failing to share knowledge.” In the world of customer support, creating impeccable experiences is the name of the game. One key player in this arena is Agent Experience (AX). But challenges like rigorous training,…
Navigating the plethora of cognitive search vendors can be daunting for any enterprise leader. The choice you make in steering your search endeavors is crucial, and that's where the wisdom of customer reviews becomes your guiding light. Info-Tech's SoftwareReviews Report might come in handy. This report acts as your compass…
Ring in the new year with a victory lap through SearchUnify's incredible 2023! As we bid farewell to 2023, it's the perfect time to look back at our remarkable journey filled with unprecedented achievements, technological advancements, insightful webinars, and significant milestones. True to our mission, we remained committed to empowering…
A salesforce survey stated that 68% of employees reported that GenAI will help them better serve their customers and revolutionize the customer experience. In the past, the idea of machines comprehending language and crafting human-like text responses seemed like a distant dream. But in today's ever-evolving landscape of artificial intelligence…
In the vast landscape of digital data where information proliferates at an unprecedented rate, effective information retrieval has become a paramount challenge. And come to think of it, nowhere is this challenge more evident than in customer support where the need for quick issue resolution is crucial. Picture this: A…
In a dynamic landscape, providing exceptional customer support is daunting without the right tools. Traditional methods often fall short in meeting modern support needs, leading to a high volume of inquiries, frustrated customers, scattered data sources, missing high-priority tickets, ticket assigning, etc. This is where automated ticketing systems come to…
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…
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