Blog

AI Adoption Advances, But Foundational Barriers Remain

Why do many companies continue to struggle with deploying AI solutions? Typically, AI implementations require complex data transformations for the models, and the move from pilot to production becomes more complicated with the large amounts of additional data to...

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Quark Roadmap Youtube Video

It is time for a change in the customer support realm - In my eyes, having agents type in keywords searching for documents that may or may not possess relevant answers is outdated and inadequate.  What do we bring to the table? Quark.ai enables autonomous...

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Gartner Article

Gartner correctly predicted that in order to cope with the avalanche of digital information, customers will turn to automation moving forward.   I find that it is vital to appeal to Generation Z, one of the largest customer bases, who are already...

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2021 Review

As we emerge from a successful go-to-market year for the company, we enter 2022 on a mission to establish Quark.ai as the technology leader in Autonomous Customer Support for technology, manufacturing and other industrial enterprises. We are pleased to say...

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Top 3 Reasons For High Turnover Within Customer Support Roles

The Human Resource Institute estimates that turnover costs about $10-$15k for a frontline employee!  But what are the reasons for high turnover within customer support roles? These are the top three: 𝗣𝗼𝗼𝗿 𝗴𝗿𝗼𝘄𝘁𝗵 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀: Most customer support reps don’t plan on...

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Why Self-Service is Great for Your Business

Why Self-Service is Great for Your Business

Introduction There is a compelling need for top-notch customer service. Imagine if you answered every email in minutes, or in the case of inbound phone calls, your customer service team was able to immediately take care of any issues. Well, guess what? You can do just...

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DNX Ventures Webinar

Pre-emptive support - a utopia or reality? I recently had the pleasure of joining Linden Hillenbrand, SVP Customer Success, PS, & Support at Procore, for a stimulating discussion hosted by DNX Ventures about the evolving needs and increasing requirements...

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Customer Frustration Will Lead to Churn

Customer Frustration Will Lead to Churn

In a study by Kolsky, 13% of customers who are unhappy with their CX will share their experience with 15 or more people. But while customers may share their experiences with their friends, they are much less likely to share it with the company itself: only 1 in 26...

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Self-Service Help Will Be The First Choice

Zendesk released a major study where they sought to find out how customers want to be helped by the companies they buy from. The results showed that 𝟔𝟕% 𝒐𝒇 𝒄𝒖𝒔𝒕𝒐𝒎𝒆𝒓𝒔 𝒑𝒓𝒆𝒇𝒆𝒓 𝒔𝒆𝒍𝒇-𝒔𝒆𝒓𝒗𝒊𝒄𝒆 𝒕𝒐 𝒔𝒑𝒆𝒂𝒌𝒊𝒏𝒈 𝒕𝒐 𝒂 𝒄𝒐𝒎𝒑𝒂𝒏𝒚 𝒓𝒆𝒑𝒓𝒆𝒔𝒆𝒏𝒕𝒂𝒕𝒊𝒗𝒆, and I'm positive this number will...

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Challenges of Enterprise Search

Enterprise search is hard. In a report by Kurt Kragh Sørensen of intranet benchmark vendor, IntraTeam, which surveyed the members of its enterprise search manager community, 28% said enterprise search was hard or very hard, while 44% said they were...

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