Posts from Ben Shannon

Say Goodbye GSA, Hello Attivio

Replacing your enterprise search technology, regardless of what it is, can disrupt an organization’s normal operations. Even if employees are dissatisfied — complaining every other day to IT about how slow it is or how it’s not user friendly — the old system is familiar, connected to a lot of sources, and so naturally a change is difficult.

But with Google only able to offer companies GSA extensions, it’s important to look at your replacement options.

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[Case study] Telcos Transform Support Outcomes with Intelligent Search

According to a survey by Pew Research, 68% of US adults own a smartphone. That’s about 160 million people. And chances are that at some point during their ownership, people will need support from their service provider.

Knowing the importance that good and efficient customer support plays in both keeping existing customers and winning new subscribers, plus the challenge of skillfully handling large volume of support requests, two telecommunication leaders decided to migrate their search platforms from Google Search Appliance (GSA) to Attivio.

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4 Digital Tools Modern Support Organizations Need

The world is flat. Not literally, of course, but in terms of how teams communicate with one another, stay on task, and reach shared goals. Today’s digital workplace connects people so seamlessly that previously enormous obstacles like physical distance and time zones are practically inconsequential. Innovations in technology have advanced all aspects of an organization but these changes’ immediate benefit is perhaps no more pronounced than in the customer support field.

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[Infographic] Frank, the CS Monster

Meet Frank. He's your average customer support monster. A true mash-up of different systems, platforms and data silos that support reps interact with every day. Even though Frank is a monster, he doesn't have to be scary.

Attivio can help you unify all your sources of data and knowledge into a single, accessible and actionable beauty. 

Happy Halloween!

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New Survey: The Modern Customer and The Self-Serve Mindset

Once viewed as a non-revenue generating expense, more and more companies are realizing the impact good customer support has on their bottom line. Business leaders now devote large amounts of time and resources into their support teams and equip them with the modern tools they need to resolve all kinds of customer issues.

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