News & Blog
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...
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, NLP and Deep Learning across all the Customer Support systems is the way to make this happen. How are you planning to...
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 deployed at Fortune 1000 companies in the High Tech...
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 systems increase the burden on customers to get help. Investing in AI-driven automation across the customer support...
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 reduced customer's effort by 9%. In fact, with cross-stack autonomous platforms, companies are surpassing...
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 never or only occasionally have the context they need to most effectively and efficiently solve their issue. It’s...
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 into production. This ‘AI by project’ approach fails often because it requires that too many new things work well together. An...
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 rise to Super Agents: Customer Support professionals that have access to AI-infused agent desktop...
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 don’t have to provide a lot inputs and repeat information at every interaction. Teams that reduce customer effort...
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 of customers expect their vendors to collaborate effectively within their teams to find solutions to their...