We’ve been hearing about Artificial Intelligence for years now – enough so that even the most casual AI watcher has a high-level understanding of what AI is: the art and science of getting computers to act and respond just like humans do. Casual AI watchers are also likely to recognize that AI is getting smarter - less artificial and more intelligent - by the day. In part, that’s thanks to machine learning, an AI technique that helps AI become more intelligent by learning over time, on its own, without having to be programmed. It does so by observing real-world interactions between humans and computers, and analyzing the data and information associated with these interactions.
At this point in the holiday season, you’ve probably spent a fair amount of time thinking about, and shopping for others. But what’s a gift you can get yourself that would make your life easier in 2019? Here are three reasons why switching from GSA to Attivio is that gift.
1. Poor search is costing you hours It’s also expensive.
People aren’t searching for the fun of it – it’s part of their workflow. The more time they devote to search, the less time they can spend doing something else. If it’s your customers, you risk lower retention rates, costly support escalations and lower NPS and CSAT.
2. Your search results aren’t answering the questions asked
Last week we looked at three reasons why call deflection is vital for your customer support efforts. While it may not always be correct to think of your employees as customers, when it comes to internal support and ITSM, it’s reasonable to draw a parallel between your customer support organization and your internal support system. The “consumerization of IT” as it’s often referred to, is a logical endpoint for ITSM considering the technology-driven consumer market that an organization’s employees are all a part of in their personal lives.
For some retailers, the holiday season can represent as much as 30 percent of their yearly sales. One of the best ways businesses can capitalize on this connection with customers is in your organization’s customer support operation. According to the Harvard Business Review, “Delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does, [and] acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn.”
The bane of any customer support experience is the absence of knowledge. Whether the inquiring customer doesn’t quite know how to phrase their question or the customer support agent doesn’t immediately know the answer (or isn’t aware the customer inquiry has already been answered) not knowing costs an organization time and money. Forrester has found that, in support scenarios, customers most value companies that respect their time, and companies that can’t offer excellent customer support stand to lose business.
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.
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.
In less than a year post-implementation, both organizations are seeing significant business results, including:
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.
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.
Once viewed as a non-revenue generating expense, more and more companies are realizing the impact good customer support has on their bottom line, including self-service. 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.
Given this shift in perspective, we wanted to better understand what the modern support experience should look like. To do this we conducted a consumer survey last month of 168 American adults who engaged with customer support within the last year.