Customer expectations keep going higher.

We are in a new year and with each year, expectations for customer support keeps going higher. Customers continue to ask for faster and better…Continue readingCustomer expectations keep going higher.

How are you planning to make AI investments in customer support?

As companies make strategic investments in AI for customer support in 2021 and beyond, their top 3 drivers are: a) Cost reduction, b) Increasing capacity,…Continue readingHow are you planning to make AI investments in customer support?

How are you planning to transform your organization from reactive to proactive support?

More than three of four support leaders want to provide proactive support to their customers. But only one in four say they have the tools…Continue readingHow are you planning to transform your organization from reactive to proactive support?

How are you addressing agent burnout?

ContactCenter Pipeline’s annual survey says attrition is the #1 challenge for customer support centers and most contact centers have over 30% attrition rates. A large…Continue readingHow are you addressing agent burnout?

The 80/20 Rule in Customer Support – And the Need to Break It

By Prosenjit Sen Co-Founder and CEO, Quark.ai We’ve all been there. Drumming our fingers for hours or even days while a customer-support organization struggles to…Continue readingThe 80/20 Rule in Customer Support – And the Need to Break It

How are you planning to improve CX and EX in your support organization?

Companies are now using AI more broadly to optimize the Customer Experience as well as the Employee Experience. Using a platform that can bring AI,…Continue readingHow are you planning to improve CX and EX in your support organization?

Quark.ai Brings Unsurpassed Accuracy, Speed, and Scale To Enterprise Customer Responsiveness

San Jose, CA. 11/10/2020 / PRNewswire— Quark.ai, a SaaS technology vanguard provider of Autonomous Customer Support, announced today that the Quark.ai Autonomous Support Platform has been successfully…Continue readingQuark.ai Brings Unsurpassed Accuracy, Speed, and Scale To Enterprise Customer Responsiveness

How are you measuring and optimizing customer effort?

The amount of effort that the customer has to make to get technical support has a direct effect on customer retention. Low automation and unconnected…Continue readingHow are you measuring and optimizing customer effort?

Better rep experience drives positive outcomes

When support organizations focus on AX (agent experience), on average it drives over 19% productivity with an 11% higher customer satisfaction score and it also…Continue readingBetter rep experience drives positive outcomes

How are you helping your support teams with automation?

More than 75% of customers expect support agents to have the context and information to effectively solve their problems. Yet nearly half of agents almost…Continue readingHow are you helping your support teams with automation?