Resources for your support team.
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...
Customer support teams are seeing a higher ticket volume than what they used to get before the pandemic. Dealing with this higher volume becomes challenging in an environment where customer expectations keep going up, budgets are flat, and there is agent attrition....
We all know that the speed of customer response is one of the most important drivers of customer experience. Interestingly, Zendesk’s latest report shows customers expecting a quick response have gone up from 61% in 2020 to 73% in 2021. Fast customer response requires...
Customer Support agents spend more than half of their time manually researching customer problems. And the problem is getting worse, especially for technology and industrial companies. The increasing complexity of products, combined with the fragmented expansion of...
Product complexity has almost doubled in the past two decades from 42% in 2003 to 76% in 2021. This complexity has overwhelmed support agents, increased MTTR and costs to support the products, leading to lower CSAT. To keep up with this complexity, organizations need...
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...