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…Continue readingHow are you measuring and optimizing customer effort?
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?
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?
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
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
Automation is *the* key to deliver an omnichannel customer experience 67% of customers use different channels like email, chat, phone etc to get help. Customers…Continue readingOmnichannel customer experience requires automation across the stack
“The majority of service leaders (56%) are already exploring ways to use AI, according to the ‘State of Service’. In a time of crisis, one…Continue readingAutomation is the key to scale Customer Support
Tech companies including Facebook, Square, Shopify and Twitter are recommending long term or even permanent work from home policy. On one hand, professionals are welcoming…Continue readingRemote work forever or is this just a short work trend?
One of the leading providers of the Application Infrastructure, Data Center automation, and cloud orchestration solutions created significant value for their customers by accelerating their…Continue readingHow a hypergrowth Fortune 1000 company provides customers support at scale