How Talla Can Make You 40% More Productive On Salesforce ServiceCloud

Posted by Rob May on May 29, 2019 11:39:07 AM

The most popular platform that Talla customers use for ticketing is Salesforce ServiceCloud. The increasing demand from customers for a fast and accurate support experience means that many companies that use Salesforce CRM have moved to ServiceCloud to consolidate customer information for a better customer experience.

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Topics: automation, salesforce

3 Ways Talla AI Can Simplify Your Salesforce Migration (Even After It's Started)

Posted by Alyssa Verzino on Apr 30, 2019 11:35:14 AM
Conventional wisdom holds that the worst time to adopt new software is when you're already in the middle of another complex software implementation -- like, say, Salesforce -- but modern AI automation solutions are turning this wisdom on its head. The best time to integrate artificial intelligence tools like Talla is when you're revamping your operations with a major software solution like Salesforce.
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Topics: internal communication, collaboration, automation

Start Your Journey Toward the Support Org of the Future

Posted by Alyssa Verzino on Apr 23, 2019 1:41:09 PM

For as long as there are businesses with customers, there will be a need for customer service teams -- but what your customer support organization will look like in the future will be heavily influenced by artificial intelligence and software automation.

Case deflection will be far more proactive in the future, as automation software will monitor customer usage of your products and services and detect problems as the happen -- perhaps even before the customer notices a downgrade in service or performance. This automation system will reach out to the customer itself -- via chat, email, autmated voice calling, or contacting their smart-speaker -- to advise on how to solve the problem without needing to search for advice in your FAQs or contact your support team.

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Topics: AI, Customer Support, automation

Why Enterprise Search Tools are the Wrong Answer to the Right Problem

Posted by Alyssa Verzino on Apr 9, 2019 1:18:00 PM

Information is critical to the success of any modern business, so it's no surprise that many companies are enticed by enterprise support tools. These tools, however, are often a band-aid to a larger information organization and curation problem -- one that modern automation tools are better disposed to solve than old-fashioned search software.

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Topics: Q&A, automation

The Difference Between Support Case Deflection and Support Case Prevention

Posted by Alyssa Verzino on Apr 8, 2019 11:55:00 AM

Support case deflection is the art of empowering your customers to troubleshoot their own support issues without having to actually engage with your customer support teams. While case deflection is inarguably a cost-saving practice, it isn't an optimal experience for your customers. The real goal should be case prevention -- solving your customers' problems before they even need to contact you.

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Topics: AI, Customer Support, automation

How to Automate Over 90% of Your Support Inquiries with Talla Customer Assist

Posted by Juliette Kopecky on Apr 2, 2019 11:06:17 AM

Today, we’re excited to launch our Customer Assist product to help businesses automate self-serve support by using Talla to answer support tickets directly on their site. With Customer Assist, end customers interact directly with Talla, giving them the power to get immediate, accurate answers to their support inquiries.

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Topics: chatbot, automation

3 Most Important Things to Keep in Mind When Hiring for Support Teams

Posted by Alyssa Verzino on Mar 22, 2019 1:00:17 PM

Let’s start with a moment we’ve all experienced. You’re having an issue with a company’s product. Whether it’s your cell phone, your bank account, or Starbucks mobile account. It’s safe to say you’re not happy, and you’re definitely not over-the-moon-excited to call or chat customer support. You probably don’t have much time, and you’re picturing yourself being shuffled from automated recording to automated recording, eventually screaming into your phone, “Speak to a rep-re-sen-ta-tive!”. Long story short, you want your problem solved as quickly and painlessly as possible.

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Topics: AI, Customer Support, automation

The Difference Between Search Results and Real Answers (And Why it Matters for Support Teams)

Posted by Alyssa Verzino on Mar 22, 2019 8:30:00 AM

It's the difference between a map and directions, between a recipe and a meal, between sheet music and a song. That's the difference between search results and a real answer to a question, and that difference matters a great deal to customer support teams.

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Topics: AI, Customer Support, Q&A, automation

Reinforce the Good by Capturing Your Unwritten Rules

Posted by Alyssa Verzino on Mar 15, 2019 2:33:06 PM


We've written previously about why allowing AI to capture the "tribal knowledge" of your customer service teams is critical to deriving value from your artificial intelligence solutions, but the value of this practice goes beyond just optimizing customer service. Allowing AI to capture and quantify your "unwritten rules" has wide-ranging benefits for your entire business.

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Topics: AI, Customer Support, automation

Close Salesforce ServiceCloud Cases Faster with the Talla Integration

Posted by Alyssa Verzino on Mar 13, 2019 5:30:27 PM

According to Forbes’ Predictions For Customer Service In 2019, the two most important things for customers today are convenience and speed. With that being said, the prediction that 2019 will be a record year in AI investment for customer support comes as no shock.

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Topics: AI, Customer Support, automation