Tags: Customer Support

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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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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How AI-Powered Search Drives Better Customer Support

Most customers don’t like calling customer support. It takes too long to get the answers they want, and they walk away feeling exasperated. Many organizations find themselves frustrated with their customer support experience as well. They know they need to provide a better, seamless experience for their customers, but they are challenged with information silos, an incomplete view of the customer, and a support team that has to hunt and peck to find the right information.

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Cognitive Search: Raise Your Marketing IQ with Customer 360

In earlier blogs about the value of cognitive search for life sciences companies, we’ve focused on the role it can play in accelerating drug discovery and finding new therapeutic uses for drugs that have received FDA approval. The search technologies that help achieve those goals can also make life sciences sales and marketing smarter and more effective.

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