A Comprehensive Guide to Enterprise Bots for Business

A Comprehensive Guide to Enterprise Bots for Business

Artificial Intelligence is making headway in all spheres of businesses now. From process automation, customer support, productivity, marketing, predictive analytics etc. artificial intelligence has greatly impacted all facets of organizations worldwide. However, the greatest manifestation of artificial intelligence probably has been in the use of chatbots. What started as a trend for enhancing customer support is now being used to improve daily operations, connect with clients, increase sales and enhance the overall customer experience. Gartner estimates that by 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development.Continue reading

A CIO Roadmap to Customer Support in 2018

A CIO Roadmap to Customer Support in 2018

Customers expect the company to take care of their issues and while some companies see this as a great burden, others see it as an opportunity to meet and exceed customer expectations. Our experience with customer and support indicates that there are different trends emerge and keep trending and being in tune with these helps companies to anticipate these trends and react accordingly.Continue reading

New age Service Challenges demand new ways of Customer Support – Are you ready?

New age Service Challenges demand new ways of Customer Support – Are you ready

How important is customer support service for businesses success? Try this- 54% of millennials, 50% of Gen Xers and 52% of baby boomers stopped doing business with a company because of poor customer service according to opinion studies. They further indicate that companies with weak omnichannel customer engagement strategies retain only 33% of their customers, as opposed to those with well-thought and executed strategies that have nearly 89% customer retention.Continue reading

Self Service isn’t just for Customer Support – Other functions can benefit too

Self Service isn’t just for Customer Support – Other functions can benefit too

Customer service function received a great impetus with the addition of self-service and has become a firm favorite of the tech-savvy millennials and GenZ. The positive impact of self-service goes beyond the help desk, team of agents or the customers they serve, with the info serving as a powerful tool in the business growth. As I see it, the marketing, sales, product development and support functions in the organization are the ones that benefit directly and the most.Continue reading

The Top Customer Service Metrics for Your Support Team Performance

The Top Customer Service Metrics for Your Support Team Performance

Businesses measure customer satisfaction across different parameters to rate their support function but they need to be considered as a whole and individually. Similarly, both individual agent performances and the productivity of the entire support team need to be considered. This gives greater control of the customer support function, its effectiveness and an effective strategy to enhance customer service efforts.

The entire customer experience has to be considered by measuring key metrics and there ‘hangs a tale’ behind each of them. You may discover that the team is responding slowly or that the customer needs to get in touch repeatedly and hence the low satisfaction scores. Continue reading