Knowledge is power. This is especially true when it comes to the support and services world. That’s why many firms have embraced KCS. Knowledge-centered support (KCS) is a well-known concept of collecting, organizing, and using knowledge for improving customer service. Even after adopting this approach, only a handful of firms…
Let me run you through a hypothetical scenario. If it sounds not so hypothetical to you, this blog post is definitely for you. Dave and Judy are friends and work in the same organization but different projects. They go out for a quick lunch break at a nearby restaurant. After…
“Games are the only force in the known universe that can get people to take actions against their self-interest, in a predictable way without using force.” – Gabe Zichermann Customer support can be a challenging task. The support agents have to deal with people who might be trying to figure…
The world is transforming heaps and bounds with AI and cognitive tech and support teams are among the ones that have benefited the most with it. Organizations are focused on delivering the best experiences to their customers via effective support. And why not? Customer experience is speculated to beat price…
Data is undoubtedly one of the most powerful and expensive commodities. Your data contains information that can offer critical insights to validate assumptions, improve decision making, and steer towards a better future. You just need to look in the right place. However, that isn’t easy. Around 90 percent of an…
The ‘new normal’ has every industry engulfed in clouds of uncertainty. Has it altered the B2B e-commerce landscape? Hmmm, let’s see... B2B Buyers, on being asked, If it’s appropriate to market products and services to them right now: The most important thing they’d like to know from their B2B technology…
Despite knowledge management being an indispensable part of business survival and growth, managers fail to implement it successfully across the entire organization. For starters, they mistake a general plan to make knowledge accessible to employees for a strategy. Secondly, they are incapable of tracing and articulating knowledge. Also, if the…
Shep Hyken advocates that your customers want a boring customer service experience. Yes, you read it right. But this statement should not be confused with providing average service. Customers want consistent, personalized service from a brand that they can trust, and they want to keep having that. The key is–knowing…
Everybody seems to be jumping on the community bandwagon. Having an online community, undoubtedly, has numerous benefits for your company–reduced customer support cost, more brand exposure & credibility, and customer insights. But to turn your online community from a nice-to-have website to a strategic advantage requires a lot of blood,…
Businesses and customers both love self-service alike because a) it deflects the cases that the support has to otherwise personally assist and helps in resolving Level 1 queries, thus increasing the return on investment, and b) customers look for instant, or at least quick responses to their queries and self-service…
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