Support agents possess a ton of tacit knowledge but it is futile if organizations fail to tap into it. Read on to find out the best practices to capture tacit knowledge for KCS success.
Nurturing good customer relationships in B2B is critical. One wrong move can lure them away. Check out 5 best practices to deliver stellar customer service.
Proactive support is something that’s much talked about but less achieved feat by organizations. This blog post lists the top five hurdles and how you can overcome them.
Case assignment has evolved. If you’re still using the old approach, you’re lagging behind. This blog post explains how you can effectively triage tickets with cognitive tech.
Agent assist or AI bots lend support agents a helping hand to juggle multiple tasks. This prevents agent burnout and propels effective support. Read this post to know how.
SLAs are the backbone of customer support relations between companies. Here are 3 ways CS teams can imbue cognitive technology & achieve SLA targets.
Wondering how smart algorithms communicate? This blog post explains how Chatbots leverage the power of NLQA to give accurate & fast responses in human language
Technology has replaced archaic ways of customer service. Yet support orgs struggle to deliver stellar AX & CX. Read on to know why, & how you can overcome these challenges.
An ideal knowledge base article enables customers to help themselves. Read on to know how you can create articles that are useful and engaging.
Many support organizations are looked at as a cost center. It’s time to prove the mettle of your support team by demonstrating its ROI. This quick blog post explains.
The means of effective customer escalation management is AI & cognitive technology. Read on to know how SearchUnify’s Escalation Predictor is the need of the hour.
This blog post is a brief read describing KCS and how it can be leveraged to reduce customer time-to-value, agent onboarding times, and fueling self-service.
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