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…Continue readingHow are you measuring and optimizing customer effort?

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…Continue readingHave are you planning to empower your support agents with AI and automation?

Which are the most frustrating aspects of a bad customer service experience?

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?

Predictive analytics is essential for a modern customer support strategy

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

Autonomous support is key to deliver a great customer experience

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

Omnichannel customer experience requires automation across the stack

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

Automation is the key to scale Customer Support

“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

Remote work forever or is this just a short work trend?

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?

How a hypergrowth Fortune 1000 company provides customers support at scale

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