Customer support is reigning supreme again, thanks to advances in technology and user expectations. It has become a critical driver of an organization’s credibility, customer loyalty, and customer satisfaction. While companies have been applauded for delivering stellar support, many are relentlessly chastised for delivering outmoded reactive support. According to the…
Time is of the essence, especially in the world of support where companies are always racing against it. Every time customers contact the support desk with a problem, they want an instant resolution. If you fail to live up to their expectations then the onus of customer churn is on…
“We know more than we can tell.”— Michael Polanyi Do you believe that knowledge is something that can always be recorded in words, visualized, and taught? Sorry to disappoint you, but this isn’t the case always. Can you teach someone innovation, sales, or leadership? Well, NO. These are elusive skills…
The business landscape is changing rapidly. Organizations are now making strides to carefully create unique, compelling CX strategies to stand out in a volatile global market. According to a PwC report, 85% of consumers would pay more for greater convenience, and wouldn’t mind paying a premium for a friendly, welcoming…
I was frustratingly trying to connect my smart T.V. to Netflix yesterday when that little circle kept rolling, trying to load. Then, an error code popped up with the hideous ‘please try again in some time’ message. In less than a minute, my iPhone chimed with a new notification: an…
One of the key findings from the Gartner Customer Experience Management Survey was that customers are more likely to renew a relationship if their interactions with a company are fast and easy. So, the burning question is, how do your agents prioritize support tickets or service requests efficiently? Cognitive technology…
It’s high time companies made some changes to improve support agents’ experience and quality of work life. After all, agent experience is as important as customer experience, and elevating the former propels the latter. How do you improve your agents’ experience? By employing technology that aids agents in finishing mundane…
When a customer avails of your service and/or buys your product, there are two scenarios that are likely to happen. One, they could patronize your services for a long time to come. Or two, you could fall short of their expectations and indelibly mar the CX. The latter is often…
Your service reps interact with customers who already trust your brand. That makes upselling and cross-selling a lot easier. In fact, according to a Forbes article, you have a 60-70% better chance to sell to an existing customer as opposed to the 5-20% chance of selling to a new prospect.…
Organizations all across the globe struggle with enterprise search. So much so that they hire search and taxonomy consultants to implement search projects or fine-tune their existing search engines for the best results. And for a while, it works. Then, the enterprise search engine relapses into its former messy state.…
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