“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…
Do you know that as per a study conducted by Microsoft, 95% of customers say customer service is an important driver of loyalty to a brand? That’s why organizations nowadays are more focused on support. Every organization wants to provide products and services that require minimal assistance from them. Yet,…
More than 190 million people across 200,000 organizations use Microsoft SharePoint for intranets, team sites and content management. Despite it being a great platform for intranets and sites, users have expressed that its search capabilities could be better. When operating within Microsoft environments, SharePoint is effective as standalone software. Otherwise,…
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