Customer Service

Resources for your support team.

B2B Commerce

According to a recent study by Episerver, 98% of B2B eCommerce customers were discouraged from completing a purchase because of incomplete or incorrect product information. That’s a speed bump that needs to be flattened.  Once B2B eCommerce buyers identify what...

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The State of Field Services 2021 Report

According to a recent Technology & Services Industry Association (TSIA) report, π˜›π˜©π˜¦ 𝘚𝘡𝘒𝘡𝘦 𝘰𝘧 𝘍π˜ͺ𝘦𝘭π˜₯ 𝘚𝘦𝘳𝘷π˜ͺ𝘀𝘦𝘴 2021, the attached image shows the driver tree for equipment manufacturers with Proactive Support organizations. In the last several years'...

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CNBC Study

According to a new CNBC|Momentive study, half of U.S. workers describe their companies as understaffed, causing burn out and prompting higher percentages of workers to leave their positions.  Understaffing, prominent in customer support operations, begs...

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HBR Analytics Services Survey, March 2020

Delivering a high-quality, personalized, and seamless customer experience across all channels, business lines, and products ranks as important to the vast majority of organizations. In the Harvard Business Review Analytic Services Survey of 2020, 88% of the...

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AI Adoption Advances, But Foundational Barriers Remain

Why do many companies continue to struggle with deploying AI solutions? Typically, AI implementations require complex data transformations for the models, and the move from pilot to production becomes more complicated with the large amounts of additional data to...

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Quark Roadmap Youtube Video

It is time for a change in the customer support realm - In my eyes, having agents type in keywords searching for documents that may or may not possess relevant answers is outdated and inadequate.  What do we bring to the table? Quark.ai enables autonomous...

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Gartner Article

Gartner correctly predicted that in order to cope with the avalanche of digital information, customers will turn to automation moving forward.   I find that it is vital to appeal to Generation Z, one of the largest customer bases, who are already...

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Top 3 Reasons For High Turnover Within Customer Support Roles

The Human Resource Institute estimates that turnover costs about $10-$15k for a frontline employee!Β Β But what are the reasons for high turnover within customer support roles?Β These are the top three: 𝗣𝗼𝗼𝗿 π—΄π—Ώπ—Όπ˜„π˜π—΅ π—Όπ—½π—½π—Όπ—Ώπ˜π˜‚π—»π—Άπ˜π—Άπ—²π˜€: Most customer support reps don’t plan on...

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Why Self-Service is Great for Your Business

Why Self-Service is Great for Your Business

Introduction There is a compelling need for top-notch customer service. Imagine if you answered every email in minutes, or in the case of inbound phone calls, your customer service team was able to immediately take care of any issues. Well, guess what? You can do just...

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