Building a knowledge portal platform – Part two
This is the 2nd post in my “knowledge portal architecture” series. See the first article and introduction here Pride In Performance – Which Performance? Imagine you ask a young, nerdish developer what’s the most important goal of his efforts in coding. What would be his answer? I would bet that the majority would go for […]
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 […]
The Bible of Knowledge Management
Ultra-orthodox jews study a lot. One of the most revered occupations one can have is being a student in a Yeshiva. In fact, if you are a Torah pundit, you can get married easily, with girls coming from rich families, even if your parents are poor. Kind of the Jewish Revenge Of The Nerds. There […]
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. […]
chatGPT, customer service and knowledge management: do we hear a roar of a revolution?
TL;DR The internet is exploding about chatGPT. Can it be industrially used for customer service and knowledge management? Or should we stick with companies like Zendesk, Freshdesk, KorraAI, Document360 and the like? Advantages: Appears super intelligent! And very well understood No need to browse through many search results: can summarize many answers into one Disadvantages […]
How to build a Knowledge Discovery Experience in Two Minutes
Creating a knowledge portal takes time using existing solutions, with the end product delivering sub-standard performance. When we built the Korra Experience Manager, we thought of you, the knowledge manager, and how to help you create a fantastic knowledge experience with minimal effort while providing you with superior analytics tools.This video will teach you how […]
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 […]