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?

Which are the most frustrating aspects of a bad customer service experience?

Companies start with the good intent of automating their support but end up making bad automation choices which results in worse customer experience. We are…Continue readingWhich are the most frustrating aspects of a bad customer service experience?

How do you plan to address customers’ changing expectations?

Your customers now have a dramatically different expectation of support than in prior years. They are expecting a much faster response time from their vendors.…Continue readingHow do you plan to address customers’ changing expectations?

Autonomous support is key to deliver a great customer experience

Delivering great customer experience is becoming critical Case in point: Zendesk’s 2020 CX report states that “Roughly half of the customers say they would switch…Continue readingAutonomous support is key to deliver a great customer experience

Predictive analytics is essential for a modern customer support strategy

Delivering support to customers even before things break is an aspiration for most Customer Support leaders: it helps to deliver a great customer experience and…Continue readingPredictive analytics is essential for a modern customer support strategy

Saving customers time is a great way to drive superior customer experience.

Customers are increasingly looking for more self-service when it comes to technical support. And if they can’t find a solution to their problem, they will…Continue readingSaving customers time is a great way to drive superior customer experience.

The secret to boosting customer support agent productivity

In addition to Customer Experience, Customer Support leaders also prioritize ‘rep experience’. In fact, over 95% of customer support leaders believe that improving frontline productivity…Continue readingThe secret to boosting customer support agent productivity