Colubridae ‘21, the first major release of the year, is out to skyrocket your self-service & support ecosystem with more cognitive fuel & a bonus feature.
The secret to successful chatbot conversations, at scale, are dynamic decision tree structures. Don’t know what they are? Read this blog post to find out all about them!
This blog points out the difference between reference and resolution articles. It also explains why it's best to close your tickets by attaching resolutions.
In the ever-evolving technology landscape, progressive service leaders have witnessed AI working in mysterious ways. Check out how to build a successful business case in AI to augment support experience for both your customers and employees.
Inconsistent response times can lure your customers away. By embedding cognitive technology, you can propel intelligent swarming that can do wonders for your organization. Check out how!
The best way to identify your customers’ wants is to integrate support insights with product teams. This blog post covers six ways in which you can do that.
Mastering the proactive approach is a top priority of many support leaders. Chatbots can help you proliferate proactiveness with a more personalized experience. Let’s find out how.
Measuring TTR is an effective way to quantify agent productivity. This blog lists 4 nifty ways to leverage cognitive technology to reduce TTR & increase CSAT.
Support agents possess a ton of tacit knowledge but it is only fruitful if organizations tap into it. Learn how to capture tacit knowledge for KCS success.
Nurturing good customer relationships in B2B is critical. One wrong move can lure them away. Check out 5 best practices to deliver stellar customer service.
Proactive support is something that’s much talked about but less achieved feat by organizations. This blog post lists the top five hurdles and how you can overcome them.
Case assignment has evolved. If you’re still using the old approach, you’re lagging behind. This blog post explains how you can effectively triage tickets with cognitive tech.
