How are you planning to improve CX and EX in your support organization?

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?

How are you measuring and optimizing customer effort?

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?

Better rep experience drives positive outcomes

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

What’s your Customer Effort Score?

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?

Saving customers time is a great way to drive superior customer experience.

Customers are increasingly looking for more self-service when it comes to technical support. And if they can’t find a solution to their problem, they will…Continue readingSaving customers time is a great way to drive superior customer experience.

Autonomous support is key to deliver a great customer experience

Delivering great customer experience is becoming critical Case in point: Zendesk’s 2020 CX report states that “Roughly half of the customers say they would switch…Continue readingAutonomous support is key to deliver a great customer experience

Omnichannel customer experience requires automation across the stack

Automation is *the* key to deliver an omnichannel customer experience 67% of customers use different channels like email, chat, phone etc to get help. Customers…Continue readingOmnichannel customer experience requires automation across the stack