Resources for your support team.
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...
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...
ContactCenter Pipeline’s annual survey says attrition is the #1 challenge for customer support centers and most contact centers have over 30% attrition rates. A large part of this is due to agent stress and burnout. As customer support agents move the work home due to...
Companies are now using AI more broadly to optimize the Customer Experience as well as the Employee Experience. Using a platform that can bring AI, NLP and Deep Learning across all the Customer Support systems is the way to make this happen. How are you planning to...
The amount of effort that the customer has to make to get technical support has a direct effect on customer retention. Low automation and unconnected systems increase the burden on customers to get help. Investing in AI-driven automation across the customer support...
When support organizations focus on AX (agent experience), on average it drives over 19% productivity with an 11% higher customer satisfaction score and it also reduced customer's effort by 9%. In fact, with cross-stack autonomous platforms, companies are surpassing...
More than 75% of customers expect support agents to have the context and information to effectively solve their problems. Yet nearly half of agents almost never or only occasionally have the context they need to most effectively and efficiently solve their issue. It’s...
Customer Effort Score is a very important metric to measure in the overall Customer Experience. Customers are expecting a low effort service so that they don’t have to provide a lot inputs and repeat information at every interaction. Teams that reduce customer effort...