Resources for your support team.
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...
81% of customers across industries attempt to resolve their issues through self-service before reaching out to a live representative. Customers type in the problem and receive document links to read. They usually end up submitting a ticket anyways. Customers intend to...
Despite massive investments in self-service platforms, support agents still need to get involved in most customer interactions. When customers go to the support portal to get answers, that they get a list of documents to read. Do you think customers have time to read...
While chatbots are emerging as an interesting way to automate customer support, customers are not yet trusting chatbots to solve their problems. At the end of the day, customers need a resolution for their issues. Support organizations for High Tech and Industrial...
Nearly 2/3rd of companies are investing in AI and automation to better understand customers’ intent. To understand this intent correctly, it is critical for AI and automation to work across the customer support stack; something that Quark does by design. Quark's...
Most organizations view their investments in AI as means to a better customer experience, reduction in costs, and having better analytics. With Quark.ai’s Autonomous Support platform, customers have been able to enjoy all three of these benefits. How are you...
We are in a new year and with each year, expectations for customer support keeps going higher. Customers continue to ask for faster and better outcomes: significantly improved response times, ability to resolve issues quickly, and deliver a great customer experience....
As companies make strategic investments in AI for customer support in 2021 and beyond, their top 3 drivers are: a) Cost reduction, b) Increasing capacity, and c) Freeing agents for more productive tasks That is why investing in a next-gen platform like Quark. ai that...
More than three of four support leaders want to provide proactive support to their customers. But only one in four say they have the tools and automation to do it. Quark’s Autonomous Support software is helping customers to move rapidly from a reactive support model...