Traditionally, businesses have followed a reactive approach, responding to issues only after they occur. Customer service has often been about solving problems rather than preventing them. But today’s…
AI-powered customer experience is changing the narrative of customer service as a cost center. Recent case studies show that incorporating AI agents into customer service can improve your…
The modern enterprise has adopted Slack at scale, with 77% of Fortune 100 companies adopting it as an internal messaging platform. But, despite 42 million daily users across…
Support teams sit at the center of the customer experience and often absorb the first impact of operational strain. High ticket volumes, rising customer expectations, and constant multitasking…
In today’s fast-paced digital world, your words can shape a customer’s loyalty in seconds. Whether it’s live chat, email, or voice support, the language you use directly affects…
Back before the internet made everything available, all the time, customers had lower expectations about your response time. All you had to do was give them a support…
Earlier this year, Zomato, a leading Indian food delivery company laid off 600 of its customer support staff, within just a year of hiring them. Unfortunately, they are…
The average company receives 578 support tickets per day. After these messages hit the support inbox, they are assigned, prioritized, and resolved. This process needs to be fast…
The BFSI industry has been leading in AI adoption across all its verticals. In 2019, Juniper Research predicted that chatbots and voice AI would save banks around $7…
Contact center agents are the backbone of customer experience. Their ability to resolve issues on the spot, remain calm, and understand the customer’s feelings directly affects satisfaction levels.…