Did you know that 91 percent of unhappy customers don’t even give you a second chance? They simply switch brands without lodging a complaint. So, if you’ve become complacent with the absence of feedback, then apologies for bursting your bubble — it’s high time you tap into your complaint data…
2020 is slowly inching towards its end. This means it’s time for yet another enthralling release to deliver on the promise of augmented intelligence. Towards that end, we’re super pumped to announce our latest release: Mamba ‘21. This update focuses on making SearchUnify a more insightful, practical, and impact-driven platform.…
Back in the day, when people needed to fix something, they would simply pick up the phone and connect with a service professional for help. A lot has changed. They no longer call your support representatives as the first step, well, more than 6 out of 10 U.S. consumers, at…
Conversions are directly proportional to search. The smarter the search engine, the better the conversion rates. Whenever a visitor doesn’t find a relevant piece of information at your portal, they are likely to press the back button and look for the desired information at your competitors’ sites. So, every time…
Contrary to the popular belief, customer experience isn’t a destination, but rather an ongoing journey. The journey commences the moment a prospect interacts with the brand. While every company has its own path to cover to meet the specific customer needs, the following three stages are usually a part of…
In 2019, Gartner revealed that 70% of customers use self-service channels at some point in their resolution journey. But unfortunately, as little as 9% of them report resolving their issues completely via self-service. Now, that is startling. The biggest barrier to self-service & case deflection on communities is that most…
Ever entered a bakery and marveled at the rich, creamy chocolate cakes staring at you through the glass? (If you haven’t, you freak me out.) That’s what rich snippets are to users when they look at the search results page. They give users a “sneak peek” so that they know…
“Connect me to your manager” is one of the most petrifying phrases for support representatives. However, conflict is inevitable in business because no matter how airtight your customer service is, you cannot please everyone all the time. Occasionally, customers will be unhappy, irate, and demand to speak to the higher…
Microsoft Dynamics 365 is one of the most widely used business application platforms. It unifies CRM and ERP capabilities, allowing businesses to transform their customer service. But there is always scope for improvement. For instance, when contact center agents have to switch from Dynamics 365 to other content repositories to…
A research conducted by HubSpot revealed that customers are not as frustrated with slow response time (19%) and inability to self‑serve (14%) as they are by repeating themselves to multiple support reps (33%) and long hold times (33%). Since call centers are often customers’ first — and sometimes their only…
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