Online communities are a big part of your customer’s experience. From enabling self-service to driving brand loyalty and engagement, they play a key in improving metrics like CSAT, customer retention rate, NPS, and whatnot. Both Forrester and Gartner agree that the future looks bright for self-service portals. Customers are accustomed…
As a customer, we’re past waiting on the phone to get support, aren’t we? Perhaps this is why a lot of people are turning to self-service channels to look for answers. Consequently, the traffic on the digital ‘non-voice’ channels increases significantly. Businesses understand the part self-service plays in their customer…
Companies across the globe are under immense pressure as they continue to tread along the tricky waters of a once-in-a-lifetime occurring pandemic. Changed customer attitudes and behaviors alongside new workforce challenges and priorities have essentially transformed the way things are done, pushing organizations into a new era. One with a…
Artificial intelligence is transforming different business verticals in real-time. From Netflix, acting as a movie matchmaker with its personalized recommendations, Amazon suggesting new purchases using customer search history & transactions, to American Express predicting and preventing fraudulent transactions, businesses have struck gold with AI, more accurately with predictive AI. Predictive…
Delivering exemplary customer service is non-negotiable for businesses to remain profitable in the long run. One wrong move and all your efforts go down the drain. In fact, 33 percent of Americans say they’ll consider switching companies after just a single instance of poor service. We cannot emphasize enough the…
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…
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