91% of organizations identify web self-service as a relevant investment focus for its ability to help reduce contact center costs, relieve pressure on customer support agents, and drive customer journey KPIs. However, only 9% of customers are able to optimize those channels and self-serve successfully. Have you ever received a…
This year made sure that digital transformation didn’t remain a ‘bandwagon’ to jump on but the default option of companies. Many brands have pivoted themselves to meet short-term survival goals. But to be part of the long game means building resilient customer service that keeps experience–customer and employee–at the core.…
Did you know that 91 percent of unhappy customers don’t even give you a second chance? They simply switch brands without lodging a complaint. So, if you’ve become complacent with the absence of feedback, then apologies for bursting your bubble — it’s high time you tap into your complaint data…
2020 is slowly inching towards its end. This means it’s time for yet another enthralling release to deliver on the promise of augmented intelligence. Towards that end, we’re super pumped to announce our latest release: Mamba ‘21. This update focuses on making SearchUnify a more insightful, practical, and impact-driven platform.…
57% of today’s customers prefer to engage companies through digital customer service channels. Back in the day, when people needed to fix something, they would simply pick up the phone and connect with a service professional for help. A lot has changed. They no longer call your support representatives as…
Conversions are directly proportional to search. The smarter the search engine, the better the conversion rates. Whenever a visitor doesn’t find a relevant piece of information at your portal, they are likely to press the back button and look for the desired information at your competitors’ sites. So, every time…
Contrary to the popular belief, customer experience isn’t a destination, but rather an ongoing journey. The journey commences the moment a prospect interacts with the brand. While every company has its own path to cover to meet the specific customer needs, the following three stages are usually a part of…
Salesforce research reveals that 61% of customers would prefer to use self-service to resolve simple issues. If self-service can resolve simple and recurring queries, it will be a win-win situation for both customers and agents. However, the question arises as to whether customer issues are completely resolved via self-service. The…
Ever entered a bakery and marveled at the rich, creamy chocolate cakes staring at you through the glass? (If you haven’t, you freak me out.) That’s what rich snippets are to users when they look at the search results page. They give users a “sneak peek” so that they know…
“Connect me to your manager” is one of the most petrifying phrases for support representatives. However, conflict is inevitable in business because no matter how airtight your customer service is, you cannot please everyone all the time. Occasionally, customers will be unhappy, irate, and demand to speak to the higher…
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