Resources for your support team.
Technical support cost is 100x greater than that of self-service. It's time to introduce a scalable and effective self-service strategy. Organizations already possess the information within volumes of content to provide resolutions at self-service. They just don’t...
Companies that deliver a superior customer experience also deliver superior revenues — on average, 4% to 8% higher than their market peers. Fast time to resolution, either through self-service or live support, is an absolute requirement for a great customer...
Majority of support cases created have incomplete information. Imagine the hard work and pain that technical support teams have to go through to piece together case information, perform research and provide resolution to the customer. That’s why Customer Support...
Customer effort is an important element of the customer’s experience. The lower the effort, the better the experience. Explaining the problem to multiple customer support agents creates frustration. That’s one of the many reasons why companies invest in an Autonomous...
Most customer support cases come from customer’s challenges to deal with installation, configuration, and ongoing product issues. Customers need help across their life cycle of product usage. Investing in Autonomous Customer Support helps companies to provide a great...
When a support agent is not able to resolve a case, the usual path is to escalate to the next tier of support, or send it to a different solution team or send it to one of the “expert coaches”. This method increases the time it takes to resolve the customer...
Over the last few years, organizations have tightly managed customer support budgets and headcount. Even though resources have stayed flat, case volume has continued to increase. This situation creates strain on support organizations' ability to provide a great...
The pandemic has exposed many gaps for customer support organizations: technology gaps, service channel gaps, operational gaps, skills gaps, and many more. Investing in an Autonomous Customer Support system helps customers to not only address the technology gaps but...
Delivering a quality response and solution to the customer is AS important as delivering it quickly. This is a classic situation that most customer support professionals are frequently caught in: how can I respond to customers quickly and with a quality solution....
Customers and end-users are becoming increasingly tech-savvy each year. They can resolve most common issues on their own using search but when they encounter tough technical issues, they turn to technical support. Due to this trend, providing technical support is...
In the Covid era, chances are that your customer support team is no longer co-located or even connected. Companies need automation to harness the collective intelligence and expertise of their customer support teams, even though they might be distributed physically...
Support agents are feeling stress and burnout due to the increase in support ticket volume during this pandemic. Most of an agent’s time is spent researching the tickets and identifying a solution. That is why Customer Support organizations need an AI platform...