In today’s fast-paced world, modern customers have little patience for waiting on hold during customer support calls. Instead, they increasingly prefer to resolve issues on their own through self-service. A prime example of this is Apple’s iPhone knowledge base, where users can easily access articles to troubleshoot common issues like…
In today’s fast-paced digital world, customer expectations are soaring. They demand instant answers, personalized experiences, and seamless support across all channels. But are your support operations equipped to keep up? Many companies struggle to scale their support while maintaining a consistent and efficient customer experience (CX). Siloed knowledge bases, outdated…
Ah, the holiday season—the most wonderful time of the year! But for support agents? Not so much. It’s the busiest, most chaotic time, with customer queries piling up faster than holiday shopping carts. Customer support during the holidays can see support requests shoot up by 5 to 10 times, and…
"Too often, people think of knowledge management as a noun. They’re mistaken: Knowledge Management is a verb, a way of getting work done." ~ Jeff Angus The present scenario witnesses a large volume of customer inquiries that come with the pressure on support teams to resolve issues quickly and efficiently.…
In this era of artificial intelligence, AI chatbots and virtual assistants are at the forefront of the customer support landscape. With these assistants reshaping customer support and transforming customer experience, the major question that arises is: Can these machines understand emotions? This question has always remained a hot topic for…
Agentic AI is generating significant buzz, promising a future of autonomous agents transforming enterprise operations. However, amidst the excitement, a crucial element often gets overlooked: the practicalities of implementation. Without robust process automation and orchestration, the vision of agentic AI remains largely unrealized. CxOs navigating the vendor landscape must prioritize…
Customer service teams are often caught in a cycle of endless support tickets, reactive problem-solving, and constant firefighting. As customers demand faster, more personalized service, traditional support models just can’t keep up. For decision-makers, the pressure to reduce costs while improving efficiency and customer satisfaction is overwhelming. But what if…
In today’s digital world, online communities are an inseparable part of business. They are a support hub where customers and enthusiasts share knowledge, solve problems, and engage with each other to build a strong brand community. Thus, these communities foster a culture of collaboration and support, thereby improving customer satisfaction,…
"Sharing knowledge is sharing wealth." – Andrew-Knox B Kaniki, Author Today, efficient knowledge management isn’t just a ‘nice-to-have’ thing, but a necessity for sustainable growth and customer satisfaction. Companies that effectively manage knowledge see a 10-40% increase in operational efficiency with significant employee and customer satisfaction improvements. Simply put, the…
The dust has finally settled on Dreamforce 2024, but the excitement in the tech world is far from over. With over 1,500 sessions and thousands of attendees, this year's event was a whirlwind of cutting-edge AI revelations and strategic networking. But here’s the real question: Amid all the buzz and…
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