Last year significantly changed customer service interactions. Customers are now more interested in experimenting and using self-service tools & technology. One such tech is conversational AI or chatbot that is rising like a phoenix from the ashes.

With each passing day, chatbots are expanding their frontiers and covering a broad…

Whether you’re just getting started or featured in Forbes’ ‘World’s Most Valuable Brands,’ your ultimate goal is to make your customers happy. And the best way to do that is by making their experience with your product butter-smooth. …

Organizations all across the globe struggle with enterprise search. So much so that they hire search and taxonomy consultants to implement search projects or fine-tune their existing search engines for the best results. And for a while, it works. Then, the enterprise search engine relapses into its former messy state…

There are two types of customer service: the first one never lets you down, delights you, meets your expectations, engages you in new exciting ways, while the other ensures you lose the will to live. Brands that offer the former build a cult following of customers, and rightly so.

While…

Anything that inhibits your customers from driving value from your product or service is a hurdle you need to overcome. It can be an installation, feature, configuration, or a how-to problem. The more effort and time your customers spend on resolving their issues, the more you fail in your mission…

An every-cloud-has-a-silver-lining kind of professional will describe this year in two words- digital transformation. Although the abrupt shift-moving businesses online, enabling employees to work from home, conducting conferences virtually, etc.-posed challenges initially, it’s safe to say that companies weathered the pandemic as gracefully as they could.

The situation(s) led to…

Businesses around the world are hoping that 2021 brings with itself much-needed stability and normalcy back into our lives. But one thing is clear: customer behavior has changed based on how brands pivoted and delivered through the pandemic.

Many reports from leading research institutes have emphasized the role of customer…

In 2019, Gartner revealed that 70% of customers use self-service channels at some point in their resolution journey. But unfortunately, as little as 9% of them report resolving their issues completely via self-service. Now, that is startling.

The biggest barrier to self-service & case deflection on communities is that most…

Microsoft Dynamics 365 is one of the most widely used business application platforms. It unifies CRM and ERP capabilities, allowing businesses to transform their customer service.

But there is always scope for improvement. For instance, when contact center agents have to switch from Dynamics 365 to other content repositories to…

In the Gartner Hype Cycle of 2019, chatbots were at the peak of inflated expectations, representing premature enthusiasm and hype for the technology due to a select few success stories. Ever since their origin, chatbots were hailed as game-changers. …

Alish Gill

A tech newb, an AI enthusiast, and a passionate writer about cognitive search at SearchUnify. When not reading or writing, she can be found chatting with bots.

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