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?

How are you approaching AI investments for your customer support org?

Companies get burned trying to follow a project-based path to AI adoption: pick a problem, build a model, see if it works, then put it…Continue readingHow are you approaching AI investments for your customer support org?

Have are you planning to empower your support agents with AI and automation?

Customer Experience is about creating ‘moments that matter’ when it comes to customer service and technical support. The quest for better customer experience is giving…Continue readingHave are you planning to empower your support agents with AI and automation?

What’s your Customer Effort Score?

Customer Effort Score is a very important metric to measure in the overall Customer Experience. Customers are expecting a low effort service so that they…Continue readingWhat’s your Customer Effort Score?

How are you using automation to solve collaboration in support teams?

When your internal teams play hot potato with support cases or when calls get transferred between different teams, customers no longer feel valued. The majority…Continue readingHow are you using automation to solve collaboration in support teams?