Resources for your support team.
I was recently featured as a guest speaker at the DNX® Venture Webinar - ZERO-TIME SUPPORT A UTOPIA OR WITHIN REACH. The Moderator Eva Nahari asked me the following question that I thought of sharing with you: Question: Is AI actually economically...
I was recently featured as a guest speaker at the DNX® Venture Webinar - ZERO-TIME SUPPORT A UTOPIA OR WITHIN REACH. The Moderator Eva Nahari asked me the following question that I thought of sharing with you: Question: Is Preventive support...
The State of Field Services 2021, a recent Technology & Services Industry Association (TSIA) report, maintains that there are key activities that field services organizations can do today while working on accelerating connectivity through IoT:• Capture...
The Age of the Intelligent Chatbot is about to begin. And it can’t come a moment too soon. A recent Forrester study on AI-powered Personalized Chatbots showed the following: - 92% of firms surveyed say it’s either “very important” or “important” for...
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...
The Human Resource Institute estimates that turnover costs about $10-$15k for a frontline employee! But what are the reasons for high turnover within customer support roles? These are the top three: 𝗣𝗼𝗼𝗿 𝗴𝗿𝗼𝘄𝘁𝗵 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀: Most customer support reps don’t plan on...
When it comes to solving problems, time is of the essence. One-third of all customers consider the most important aspect of good customer service experiences is being able to get their problem solved in one single sitting, regardless of the amount of time spent...
In a study by Kolsky, 13% of customers who are unhappy with their CX will share their experience with 15 or more people. But while customers may share their experiences with their friends, they are much less likely to share it with the company itself: only 1 in 26...
Zendesk released a major study where they sought to find out how customers want to be helped by the companies they buy from. The results showed that 𝟔𝟕% 𝒐𝒇 𝒄𝒖𝒔𝒕𝒐𝒎𝒆𝒓𝒔 𝒑𝒓𝒆𝒇𝒆𝒓 𝒔𝒆𝒍𝒇-𝒔𝒆𝒓𝒗𝒊𝒄𝒆 𝒕𝒐 𝒔𝒑𝒆𝒂𝒌𝒊𝒏𝒈 𝒕𝒐 𝒂 𝒄𝒐𝒎𝒑𝒂𝒏𝒚 𝒓𝒆𝒑𝒓𝒆𝒔𝒆𝒏𝒕𝒂𝒕𝒊𝒗𝒆, and I'm positive this number will...
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...
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...