Companies today are building highly advanced products. While they boast of several innovative capabilities, the vast offerings often leave customers scratching their heads. As a result, they fail to fully utilize the product and stay elusive from its true value. This disconnect unwittingly leads to customer churn—when customers feel they…
Just one poor experience sends 33% of customers packing. Hence, putting your customers on hold even for a few minutes could mean a loss of $30 a day, $900 a month, and $11000 a year. Pretty scary, right? Successful support operations thrive on promptness, relevancy, and consistency. Businesses that perpetually…
We are surrounded by oodles of information in the form of documents, portals, enterprise platforms, rich media, etc. Businesses are constantly churning more content to elevate the experience of internal and external users. Sadly, more content is not the elixir for all problems. In an age where people are accustomed…
*Drum Roll* We’re back! :D Another ebullient release, Colubridae ‘22, has just landed! It embodies everything you asked for and much more! Being on par with the competitive price and quality only goes as far as keeping businesses in the game. Stellar customer service, on the other hand, enables organizations…
The global market for knowledge management is projected to reach a whopping size of US$1.1 Trillion by 2026, up from US$381.5 Billion in the year 2020. The success or failure of today’s customer service predominantly hinges on knowledge management. Picture this: when a customer hits a snag with one of…
With digitalization in full swing, content has become the cornerstone of all CX efforts. But with so many organizations treading the same digital path, how can you ensure your content stream is standing out from the crowd? The answer lies in the quality of content and its experience. That is…
Knowledge lies at the core of every contact center and is critical to their success. It is how agents solve a problem or what they pass on to the customers as a fix. But not too long ago, organizations realized an inherent truth—knowledge continued to live only in the minds…
With the rise of customer journey analytics, and analysis to correlate customer experience with subscription renewals and account expansion, technology companies are identifying the support experience as a primary driver of customer success. There have been extensive investments in support technology related to both assisted and unassisted support. However, TSIA’s…
Knowledge is power, but only if it is shared. This is why organizations emphasize knowledge management. An efficacious KM program ameliorates self-service, reduces employee effort, improves customer onboarding, drives support ROI, and the list goes on. Fun Fact: As per TSIA, employee-facing and customer-facing knowledge programs get an average rating…
The SaaS industry is riding the hyper-digitization wave. That has changed the way CX is perceived. Low-code development platforms, AI-infused innovations, and XaaS or ‘everything-as-a-service’ business models got their moment in the sun. But with evolving customer attitudes and behaviors, CX professionals are having a hard time keeping up and…
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