Blog
Which communication method do you most prefer to use for customer service issues?
Business app. social app. SMS/text. More and more, your customers want to use them all. But adding channels increases integration costs — and the overall cost of delivering customer support. That is why companies need an AI platform that seamlessly integrates across...
Customer support teams are getting about 30% more tickets post-pandemic
Customer support teams are seeing a higher ticket volume than what they used to get before the pandemic. Dealing with this higher volume becomes challenging in an environment where customer expectations keep going up, budgets are flat, and there is agent attrition....
Quark.ai Brings Autonomous Customer Support to the Zendesk Marketplace
PARTNER PRESS RELEASEZENDESK MARKETPLACE Media Contact:Robert FerriQuark.ai(415) 575-1589robert.ferri@robertferri.com Quark.ai Automation Resolves Customer Issues with Unrivaled Speed and Accuracy San Jose, CA. July 06, 2021 – Quark.ai today announced the listing...
In 2021, even more customers are looking for faster resolutions
We all know that the speed of customer response is one of the most important drivers of customer experience. Interestingly, Zendesk’s latest report shows customers expecting a quick response have gone up from 61% in 2020 to 73% in 2021. Fast customer response requires...
Support agents continue o spend precious time researching problems
Customer Support agents spend more than half of their time manually researching customer problems. And the problem is getting worse, especially for technology and industrial companies. The increasing complexity of products, combined with the fragmented expansion of...
Products are becoming increasingly complex to support.
Product complexity has almost doubled in the past two decades from 42% in 2003 to 76% in 2021. This complexity has overwhelmed support agents, increased MTTR and costs to support the products, leading to lower CSAT. To keep up with this complexity, organizations need...
Quark.ai Announces Autonomous Customer Support on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace
SAN JOSE, Calif., June 8, 2021 /PRNewswire/ -- Quark.ai today announced it has launched Quark.ai Autonomous Customer Support on Salesforce AppExchange, empowering enterprise customers to interpret complex customer cases and automatically provide...
How much time do you spend managing and accessing your different communication tools per day?
Customer agents have to navigate multiple systems that are not connected to each other in order to resolve customer issues. This introduces complexity and uncertainty into your customer experience. There is a significant monetary cost associated with this kind of...
Customers like to switch channels during support, are you ready?
Over 8 out of 10 customers want to have the ability to move from one assisted channel to another, such as moving from web chat to a live conversation. To achieve this seamless switching and provide a great customer experience, customer support leaders require AI...
Customer care about first interaction with knowledgeable agents
The things that customers value most about support are: resolution in the first interaction with knowledgeable agents who can provide a fast response time. Despite technology investments, most companies still struggle to deliver a valuable customer experience. Using...
Churn is expensive, here’s how to mitigate
Churn is expensive for any company as it directly impacts revenue and getting customer support right is very important to address churn. In fact, 67% of churn is due to the inability to resolve customer’s issues during the first interaction. That’s the reason...
Join us for TSIA Webinar: Instant Resolutions to Customer Issues; No More Hours of Document Search
We are excited to team up with Technology & Services Industry Association (TSIA) for this timely webinar on Autonomous Customer Support. Please join us to see how AI/ML can be used to bring automation to Technical Support for High Tech and Industrial...