News & Blog
Delivering insights in real time is the #1 roadblock to a great customer experience
Delivering a personalized Customer Experience is critical to the success of your products and services. But despite substantial technology investment, the inability to deliver real-time insights continues to stand in the way of a truly personalized customer...
Limited staffing is impacting customer support organisations
Customer Support in the COVID era confronts two conflicting and seemingly irreconcilable trends. The first trend is a pandemic-inspired downward pressure on budget and human resources — often to the point of layoffs. The second is a mega-trend: the corresponding...
How would you like to improve self-service experience for your support portal?
81% of customers across industries attempt to resolve their issues through self-service before reaching out to a live representative. Customers type in the problem and receive document links to read. They usually end up submitting a ticket anyways. Customers intend to...
How are you planning to address self-service in your support strategy?
Despite massive investments in self-service platforms, support agents still need to get involved in most customer interactions. When customers go to the support portal to get answers, that they get a list of documents to read. Do you think customers have time to read...
How is your chatbot implementation creating value for customers?
While chatbots are emerging as an interesting way to automate customer support, customers are not yet trusting chatbots to solve their problems. At the end of the day, customers need a resolution for their issues. Support organizations for High Tech and Industrial...
Understanding Customer Intent
Nearly 2/3rd of companies are investing in AI and automation to better understand customers’ intent. To understand this intent correctly, it is critical for AI and automation to work across the customer support stack; something that Quark does by design. Quark's...
What does your organization consider as the top three benefits of AI?
Most organizations view their investments in AI as means to a better customer experience, reduction in costs, and having better analytics. With Quark.ai’s Autonomous Support platform, customers have been able to enjoy all three of these benefits. How are you...
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 outcomes: significantly improved response times, ability to resolve issues quickly, and deliver a great customer experience....
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, and c) Freeing agents for more productive tasks That is why investing in a next-gen platform like Quark. ai that...
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 and automation to do it. Quark’s Autonomous Support software is helping customers to move rapidly from a reactive support model...
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 part of this is due to agent stress and burnout. As customer support agents move the work home due to...
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 resolve what we consider to be a straight-forward issue. First we get a non-answer. Then an incomplete...