How to Improve Speed and Accuracy for Your Sales and Support Teams

Posted by Juliette Kopecky on Oct 19, 2018 2:47:31 PM

Your sales, customer success, and support teams are at the front line of your business. They interact with prospects and customers on a daily basis, and those interactions can determine whether a customer purchases (and keeps purchasing) your product or service. Their main tool for driving revenue and decreasing churn is information. And how quickly they can access accurate information has a direct impact on your bottom line. Unfortunately, often times a company’s existing knowledge base is making their teams job harder.

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Topics: Artificial Intelligence, Digital Workers, Customer Support, Sales, Product Updates

Welcome to the Age of the Customer. Are your support teams prepared?

Posted by Alyssa Verzino on Oct 11, 2018 3:02:44 PM

We live in the age of the customer; quality of product alone no longer determines success. Customers have endless options. Now more than ever, it’s the customer experience that is the ultimate differentiator with the power to make or break a business.

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Topics: Customer Support, AI

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

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 to Implement a Support Chatbot the Right Way

Posted by Alyssa Verzino on Aug 24, 2018 11:02:15 AM

There are lots of chatbots on the market today, and many of them are (supposedly) designed to help with customer support. While each type of support bot has its pros and cons, none of them are truly ready to fully replace human support representatives. Understanding that reality is key to implementing your support bot the right way.

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Topics: Customer Support, chatbot, knowledge management

Why Traditional Knowledge Bases Fail Support Teams

Posted by Alyssa Verzino on Aug 23, 2018 10:30:00 AM

The best customer support representatives don't just know the best answers to common questions, they know how to find any answer to any question -- and they depend on an internal knowledge base to do it. Unfortunately, too many modern knowledge base solutions let down the support reps that rely on them.

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Topics: knowledge management, Customer Support, AI

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