Category: Cognitive Search for Customer Support

Introducing Elevate: a new way for ServiceNow users to provide Intelligent Answers and Insights across all touchpoints

As products become commoditized, and the time and cost of innovation lengthens, businesses are relying on their brand and support experiences to become a business differentiator.

But providing an exceptional support experience for customers, and internally for employees, is incredibly tough. To be successful, support organizations must find and apply the right information in order to add efficiency to their business operations, increase employee retention and effectiveness, and improve customer satisfaction. Yet most organizations fall well short of these objectives.

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Customer Service is Smarter Than Ever

Customer service has a historically bad reputation. Sitcoms like Friends and The Office have joked at the banality of call centers and the rigidity of the dreaded “customer service script.” In these scenarios, nobody — not the caller or the customer service agent — is expected to have a positive experience.

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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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Solving Customer Issues with Intelligent Answers and Insights

When it comes to customer support, the entire process is built on a simple idea: when someone communicates a problem, the representative dealing with the case uses their dashboard to review, work, resolve, and close a ticket. This ticket then remains open until the issue is closed, along the way acting as a repository for information about that particular request or problem. 

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How to make the most out of your customer support interactions

There are plenty of reasons why you want to keep you customers happy: Happy customers make great “brand ambassadors.” The cost of attracting a new customer is higher than retaining an existing one. Today’s social media makes it possible for an unhappy customer to do harm in the marketplace. Etc. 

 

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How Customer Experience will Save Your Brand

In a world in which anyone can order any product at any time with just the click of a mouse, the once dominant differentiators of price and product are quickly disappearing. In fact, it’s predicted that in just two years, customer experience will become the key competitive advantage for any organization, no matter the product or service.

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The Broken Promises of Federated Search

Some time ago, people looking for answers to solve business problems realized that the information they sought resided in different places. It could have been in a file system, on an intranet, on the web, or in a proprietary database associated with a specific line-of-business application. What could be done to make sure employees and customers had a way to search once and get answers back from any source?

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In Customer Support, Every Minute Matters

This article first appeared on KMWorld (gated).  

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Beyond the Chatbot: How AI Can Turn On Your Customer Support

With customer support & service at the forefront of the brand battle, it's no wonder that companies are turning to artificial intelligence (AI) for help. The customer churn caused by poor customer service is $62 billion problem, so finding ways to speed response time is no small matter. 

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[Infographic] Millennials Expect More from Customer Support

By 2020 Millennials are projected to comprise more than half of the modern workforce.

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