Imagine this: agent X runs a search to resolve a user query. The search engine starts rummaging through your enterprise data and returns with four possible solutions. However, it failed to find two items that were more relevant to the query. Siloed data sources sit at the center of this…
Acquiring a new customer can cost five times more than retaining an existing one. Imagine the amount of time, energy, and resources that are squandered on acquiring new customers. This is why organizations are emphasizing on customer renewals. But, what about scaling up? You cannot solely rely on renewals for…
In a recent McKinsey Global Survey, 87% of executives said they were experiencing skill gaps in the workforce or expected them within a few years. But less than half of the respondents had a clear sense of how to address the problem. We are living in such a volatile era…
A lot has been said about reducing customer effort. But, much like Customer Effort Score (CES), organizations have also started recognizing the amount of effort it takes for an agent to fulfill their role of assisting the customers in distress. According to Gartner, organizations today spend an average of $2,500…
Cybersecurity Ventures predicts global cybercrime costs to reach $10.5 trillion annually by 2025. The constant threat of phishing or malware attacks puts businesses in a vulnerable spot. What’s more concerning is that the likelihood of detection and prosecution of such attacks is estimated to be as low as 0.05% in…
The best way to ensure a continuous stream of revenue, especially for a SaaS company, is to help your existing customers get more from your product. But how? That is why the customer success function came into being. In its early days, customer success primarily focused on “fixing the wound”…
Most organizations today are flooded with copious data, irrespective of type and size. But, what’s the point if end-users are served with static, potentially outdated, and irrelevant information? This is where a knowledge-first model kicks in. The knowledge-first approach lays emphasis on capturing and leveraging enterprise knowledge to provide stellar…
A Gallup study revealed that only 33% of employees are engaged in their job. The cardinal goal of an organization is to enhance CSAT, primarily by providing unrivaled CX. A critical component to achieve this feat is through happy, motivated, and engaged employees. They are the heart and soul of…
More channels aren’t always equivalent to more value for customers. In fact, customers no longer care about the number of channels being offered to them. All they want is a consistent, seamless, and personalized customer experience, irrespective of the support channel. It’s imperative to orchestrate the CX experience in a…
Are your support mavens answering the same question time and again? Or, are they reinventing the wheel by looking for answers to a question that has already been resolved? If yes, then you are not alone in that boat. That’s how most support organizations function nowadays. Support agents resolve cases…
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