According to a 2019 report by TSIA, as much as 52% of its members, which include both small and large service organizations in the tech sector, have already adopted intelligent search to provide better support and the remaining lot is planning to invest in it in the next year. The…
Gone are the days when keeping the customers happy was the sole purpose of contact centers. If prolonged success is what a brand desires, then it needs to ensure that the service representatives are content, productive, and well-informed. Agent turnover has been one of the biggest challenges faced by organizations…
The best way to ensure loyal customers is by keeping them delighted. Having said that, it can’t be ignored that customer expectations have changed over the years. So if you want to win customer loyalty, you need to be aware of what customers look for in a brand. To help…
91% of disgruntled customers that don't complain simply leave. And 76% of customers opine that it is now easier than ever to take their business elsewhere. These statistics only prove how customer experience has turned into the latest battlefield for businesses. With 97% of customers having a "very good" or…
By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. - Gartner You’ve probably set up one or more self-service channels - an online community, or virtual assistants. If you haven’t, it’s time! Having said that, self-service works wonders only if done right.…
There is no denying the fact that the age of the customer is here. You may be in for a surprise when you contact customer service only to be carpet-bombed by a litany of questions about you and the issue you’re facing - as if they don’t know you or…
From Fortune 500 companies to startups, many corporates are hopping on the Salesforce train to connect with their customers. But will your customers be able to find what they need? Truth be told, not always. With all the power and potential this CRM brings to the table, it may be…
There is one thing that often imprints customer’s memory over everything else: service experience. It goes without saying that the success of mega contact centers largely relies on customer support agents’ ability to deliver quality experience with every interaction. Agents who are proactive, knowledgeable, and professional in their conduct help…
More & more number of support firms are rapidly adopting self-service or the 'do-it-yourself' model. 70% of customers now expect a company’s website to include a self-service application. Support folks love it because self-service equals case deflection, which eventually translates into reduced support costs. So, it’s a win-win for customers…
We live in an age where we are exposed to huge volumes of information every second. Did you know by the year 2020, 1.7 megabytes of new information will be created every second, per person (Source)? Having said that, currently, 95% of businesses need to manage unstructured data (Source). Hence,…
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