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…
A research by Deloitte revealed that customers are likely to spend 140 percent more after a positive experience than customers who report negative experience. Customer experience is among the most influential drivers of successful businesses; and the epicenter of CX is customer journeys. This is why businesses are investing in…
Numerous organizations are resorting to virtual assistants as their primary source of engagement with prospective and existing customers. Virtual assistants or chatbots were introduced as the means to augment user experience by providing the most relevant results in real-time. But is that really the case? Deemed to be refreshingly authentic…
Happy employees are up to 31% more productive, raise sales by 37%, and improve the accuracy of tasks by 19%. Keeping employees happy is usually associated with recreational activities, foosball tables in the office, and frequent breaks. However, the most important factor often gets overlooked. Managers fail to gauge the…
Gone are the days when brand-building was just one-way communication. The key nowadays is co-creation and enabling customers to build your brand with you. And the smartest way to go about it is establishing a branded community. With online communities on the scene, brands are able to onboard customers, house…
Unlike the traditional add-on process of knowledge engineering, KCS becomes the way people solve problems and creates knowledge as a by-product of problem-solving. – KCS Academy Knowledge-centered service (KCS) has been around for a long time. If implemented properly, it reduces customer time-to-value and improves agent workflows by facilitating intelligent…
While agile knowledge management is relatively a new concept, this is how KM processes should have been in the first place. What does it mean? Is it the right way to manage knowledge in your organization? What’s wrong with the system already in place? We will answer all these questions…
In one of our previous blog posts, we walked you through the factors to consider before investing in an enterprise search engine. In case you missed it, you can find it right here. But the success of this investment depends on a completely different set of variables. One of them…
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