Resources for your support team.
Customer agents have to navigate multiple systems that are not connected to each other in order to resolve customer issues. This introduces complexity and uncertainty into your customer experience. There is a significant monetary cost associated with this kind of...
Over 8 out of 10 customers want to have the ability to move from one assisted channel to another, such as moving from web chat to a live conversation. To achieve this seamless switching and provide a great customer experience, customer support leaders require AI...
The things that customers value most about support are: resolution in the first interaction with knowledgeable agents who can provide a fast response time. Despite technology investments, most companies still struggle to deliver a valuable customer experience. Using...
Churn is expensive for any company as it directly impacts revenue and getting customer support right is very important to address churn. In fact, 67% of churn is due to the inability to resolve customer’s issues during the first interaction. That’s the reason...
We are excited to team up with Technology & Services Industry Association (TSIA) for this timely webinar on Autonomous Customer Support. Please join us to see how AI/ML can be used to bring automation to Technical Support for High Tech and Industrial...
Despite investments made by companies in technical support technologies over the years, the top reasons for customers’ bad service experience are long hold times and automation that prevents them from reaching human agents. Automation should enable optimization of the...
When providing support to customers, speed of response and resolution is critical in delivering a great experience. But fragmented systems and a lack of connected customer support data prevent most companies from fulfilling this vision. This is where an AI support...
The cost of customer support delivery continues to be high across channels. This is forcing customers to look at automation to manage costs but it’s hard to automate across the customer support technology stack. And as we know, companies have struggled to automate...
As companies undergo digital transformation, the number of touchpoint with customers also increase. This creates an increase in support ticket volume and many companies are surprised by it. However, having an AI platform that can integrate across the customer support...
Even though companies have made a lot of investments in implementing contact center platforms, those are still not integrated with the rest of the customer support technology stack. 82% of companies have yet to realize gains in customer experience and agent 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...
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...