Resources for your support team.
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...
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...