Alyssa Verzino

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You're Doing Customer Support Wrong (Because You're Not Using AI)

Posted by Alyssa Verzino on Oct 9, 2018 11:15:00 AM

Time is money, and there is perhaps no more expensive time than that spent on customer support. And if you're not using artificial intelligence to help with customer support, you're spending far more than you should supporting your customers.

No happy customer contacts your support team. The customer calls support when something is wrong, and the longer it takes to fix -- and the more frustrating the support experience -- the more customer good will you exhaust. This is before you calculate the actual cost of paying support staff to deal with those unhappy customers.

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Topics: Customer Support, AI

Equip Your Sales Teams to Always Be Closing, Better.

Posted by Alyssa Verzino on Oct 4, 2018 11:04:00 AM

 

No matter your industry or role, you’ve heard a lot about the promise of AI

You’ve probably also seen vendors that have added an AI message on top of their existing solutions — vendors have been hyping its capabilities for years, and it is difficult to parse truth from, well, BS. Sales is no exception, legacy applications have been given a quick AI makeover.

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Topics: Sales, sales enablement, AI

A Bad Knowledge Base Can Secretly Undercut Your Revenue (But A.I. Can Save It)

Posted by Alyssa Verzino on Oct 3, 2018 11:00:00 AM

Bad software is a waste of money, but the worst software hurts revenue -- and a bad knowledge base solution can be the worst software of all because it costs you money in ways you can't easily see. And, frankly, most knowledge base solutions on the market today turn out to be secret cost centers.

Artificial intelligence can change that.

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Topics: knowledge base, Customer Success, Customer Support, knowledge management

How A.I. Can Ensure You Never Lose a Sale to "I Don't Know"

Posted by Alyssa Verzino on Oct 2, 2018 10:00:00 AM

Accurate and complete sales documentation is critical to closing deals, but capturing all the data that sales teams need is a complex, time-consuming job that is too-often neglected. Artificial intelligence is ready to step in to ensure that a sales representative never has to jeopardize a sale by saying, "I don't know."

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Topics: Sales, sales enablement, AI

4 Tasks To Delegate To Your Chatbot

Posted by Alyssa Verzino on Sep 27, 2018 12:20:00 PM

Companies have a love-hate relationship with chatbots. They can be a great resource to sales and support teams - when they have been trained properly and provided with the right information. But, quite often, they come up short of expectations. But all is not lost! When the correct planning and training is put in place, which includes combining the chatbot concept with a formidable knowledge base and highly tuned automations, automated technologies can be extremely valuable to an organization.

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Topics: chatbot

Use A.I. To Predict and Prevent Customer Churn... Before It's Too Late.

Posted by Alyssa Verzino on Sep 26, 2018 11:35:00 AM

Savvy Customer Success teams can spot customer churn before it happens, provided they have access to all the systems where the early signs of customer dissatisfaction may hide. Modern A.I. tools can scale up this hard-won skill so even the most novice Customer Success teams can prevent churn and keep clients happy.

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Topics: Customer Success, Artificial Intelligence

6 Sales Tasks That Can Be Improved by A.I.

Posted by Alyssa Verzino on Sep 25, 2018 1:20:24 PM

 

Sales is about building relationships, identifying customer needs, and closing deals where everyone's a winner -- so why is there so much paperwork involved? Managing sales often gets in the way of making sales, which is where artificial intelligence can help salespeople shine. By automating some of the grunt work common to sales, A.I. can help sales representatives focus on selling.

Below are six common sales tasks that A.I. can improve, so sales reps can do less administration and more actual selling.

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Traditional knowledge bases fail employees. It’s time to do something about it.

Posted by Alyssa Verzino on Sep 14, 2018 12:42:23 PM
 
Your customer-facing teams need quick access to important information, and they need it to be reliable. Their ability to do their job depends on the quality of information in your knowledge base and speed at which they can access it. However, traditional knowledge bases don’t live up to their promises. Traditional knowledge bases just aren’t good enough.
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Topics: knowledge management, knowledge base

Stop Settling for Passive Content Management. Adopt an Active Content Knowledge Base.

Posted by Alyssa Verzino on Sep 5, 2018 2:20:20 PM

For the past 15 years, every content management system and enterprise knowledge base has been built around some version of Search Engine Optimization (SEO) to make it easier for readers to find the valuable data hidden in your documentation. But that's a passive approach to making your data discoverable and relies on the hope that the answers your employees and customers need have already been documented and published.

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Topics: Active Content, knowledge management, AI

The Digital Assistant Your Customer Success Team Needs... Today.

Posted by Alyssa Verzino on Sep 4, 2018 10:00:00 AM

First impressions matter, which is why Customer Success Teams are crucially important to the success of your company. They are often the first non-salespersons your customers meet, and they make sure that customers are satisfied and, well, successful with your solution.

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Topics: Customer Success, AI, knowledge management

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