Why AI-Driven Customer Support Is The Right Solution for Midsize Companies
Small and medium-sized businesses (SMBs) face a number of challenges when it comes to providing best-in-class customer support. One of the most significant of these challenges is the so-called knowledge-discovery gap, which refers to the difficulty that customers often have in finding the information they need to resolve their issues or questions. This problem is […]
Improving Customer Support: Targeting the 5 Stages of the Content Value Chain
In order to improve customer support, awareness of the functionality that drives good support is essential. This is what we call the content value chain, and it can be broken down into 5 stages: Available, Useful, Findable, Engaging, Continually Learning While many businesses excel in meeting some of these stages, very few go above and […]
The Content Discovery Gap Can Only Be Bridged by AI Search
We all now live in a world where content is everywhere around us. But what we most often fail to link is content and knowledge. Most business owners follow along with the concept that more content is better. More blog posts. More YouTube videos. More how-to write-ups and comparison clips and podcast episodes and newsletters. […]
The Future of Human-Centric Support Relies on Conversational AI
As customer service becomes more complex and widespread, businesses are looking for innovative ways to support their customers. Many companies are turning to conversational AI in order to provide a more human-centric customer experience. By using natural language processing and machine learning, conversational AI can provide an interactive customer experience that is personalized to each […]
Drive Customer Experience Impact by Focusing on the Post-Purchase Experience
Too often, companies focus on the purchase experience and acquisition of new customers at the cost of neglecting long-term customers. However, by focusing on the post-purchase experience and ensuring that it is positive, you can improve customer loyalty and encourage word-of-mouth marketing, both of which are essential for driving CX impact. In this article, we’ll […]
How a Data-Driven Approach to Information Management Leads to Superior Content
As businesses increasingly rely on data to inform their decision-making, it’s more important than ever to have a data-driven approach to information management. But what does that mean, exactly? In short, it means using data to guide your decisions about what information to collect, how to organize it, and how to use it. But why […]
Top Three Recession-Proof Customer Support Strategies
The global economy is shrinking by 3.3%, which is on par with the recession that took place during WW2. Your focus should be on retaining customers during this contraction, and digital strategies provide a simple solution. No matter the economic climate, businesses need to provide quality customer service in order to survive. In difficult times, […]
Relying on Google for Self-Service Support Is a Recipe for Disaster
Google is an excellent resource for finding information. However, when it comes to customer support, Google should not be relied on as the primary source of information. This blog post will discuss why relying on Google can be a disaster for your support organization. We will also provide tips on how you can offer better […]
Ultimate Guide to Building a Knowledge Base with AI
Did you know 78% of customers have switched providers because of one poor customer service experience? If your company is seeing a high turnover rate, this might be the culprit. This is where building a knowledge base can save you. Allowing customers to find answers on their own and meeting the needs of our self-service […]
5 Ways Artificial Intelligence (AI) Improves the Customer Service Experience
Customer service is one of the most important aspects of running a business. It’s also one of the most competitive industries out there. That’s why customer service providers need to utilize all the tools at their disposal in order to provide a truly excellent customer service experience. In this post, we’ll go over how AI […]