Are you swamped with an overwhelming amount of support tickets? Or do you and your team receive the same queries time and again? If yes, then chances are that you don’t have a robust knowledge base (KB) in place. With a strong KB, also known as a customer portal, you…
One of the most important attributes of good customer service is how quickly you can resolve their issues. Putting customers in a queue while they wait for the next available agent is asking them to play time-consuming routing roulette—a gamble that could go wrong. The solution? An intelligent routing system…
AI and automation have become the business linchpins to drive successful conversations online. So much so that, a recent survey found that chatbots rank in the top three most preferred ways to contact companies for a question or complaint. Furthermore, users expect companies to respond to queries 24/7. Automating the…
There are two types of customer service: the first one never lets you down, delights you, meets your expectations, engages you in new exciting ways, while the other ensures you lose the will to live. Brands that offer the former build a cult following of customers, and rightly so. While…
Customers today are more aware and empowered than ever before. Driving efficiency and creating a positive customer experience is only possible if you have a bird’s-eye view of your customer’s journey. Technologies like intelligent applications, automation, etc have seen a widespread adoption to improve customer experience in general. One such…
Over the years, the role of support agents has shifted from simple problem-solving to building lifelong customer relations. Since support agents today play a strategic role, they have the potential to add more business value. It’s a no-brainer that a well-versed support rep who can effectively close tickets translates into…
Chatbots are revolutionizing digital automation and becoming one of the main channels of communication between a customer and a business. Whenever a prospect lands on your page, the first point of interaction they have, in all probability, is with a chatbot. A chatbot should aim to equip your business with…
Enterprises today cannot ignore personalization and rely on their product or service alone to drive sales. Despite all the hullabaloo about the rational buyer, most buying decisions still have emotions in the driver's seat. That's why businesses leave no stone unturned to win customers over with gripping digital experiences. More…
Escalation management is the process by which a customer’s complaint or issue is presented to a specialist or senior company representative — usually an L2 agent, supervisor, or manager. Escalations don’t just take a toll on the resolution time but other resources as well. Without effective escalation management, they lead…
Anything that inhibits your customers from driving value from your product or service is a hurdle you need to overcome. It can be an installation, feature, configuration, or a how-to problem. The more effort and time your customers spend on resolving their issues, the more you fail in your mission…
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