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,…Continue readingHow are you planning to improve CX and EX in your support organization?
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…Continue readingHow are you measuring and optimizing customer effort?
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…Continue readingBetter rep experience drives positive outcomes
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…Continue readingHow are you helping your support teams with automation?
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…Continue readingHow are you approaching AI investments for your customer support org?
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…Continue readingHave are you planning to empower your support agents with AI and automation?
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…Continue readingWhat’s your Customer Effort Score?
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…Continue readingHow are you using automation to solve collaboration in support teams?
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…Continue readingWhich are the most frustrating aspects of a bad customer service experience?
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.…Continue readingHow do you plan to address customers’ changing expectations?