Resources for your support team.
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...
Companies get burned trying to follow a project-based path to AI adoption: pick a problem, build a model, see if it works, then put it into production. This ‘AI by project’ approach fails often because it requires that too many new things work well together. An...
Customer Experience is about creating ‘moments that matter’ when it comes to customer service and technical support. The quest for better customer experience is giving rise to Super Agents: Customer Support professionals that have access to AI-infused agent desktop...
When your internal teams play hot potato with support cases or when calls get transferred between different teams, customers no longer feel valued. The majority of customers expect their vendors to collaborate effectively within their teams to find solutions to their...
Companies start with the good intent of automating their support but end up making bad automation choices which results in worse customer experience. We are now in 2020. It is time to move towards good automation that solves the problem for agents as well as for...
Your customers now have a dramatically different expectation of support than in prior years. They are expecting a much faster response time from their vendors. Providing a faster response and solving the customer’s problem requires automation across the customer...
Delivering support to customers even before things break is an aspiration for most Customer Support leaders: it helps to deliver a great customer experience and lower cost to serve. But it is hard to execute. Just having a lot of customer data is not enough, it...
One of the leading providers of the Application Infrastructure, Data Center automation, and cloud orchestration solutions created significant value for their customers by accelerating their application performance, simplifying the application management, and...