5 Foundational Features of Mobile In-App Knowledge Base Software in 2022
To understand the current landscape of the knowledge base, we first have to remember where we came from. Early on in computing, knowledge was considered part of the app —…
“Data Democratization: Making Data Available and Understandable Across the Organization” Webinar Recap
Data democratization is the practice of ungating access to data within an organization and empowering even those with no technical know-how to easily use it to make more informed decisions…
“Custom Bots and External APIs: How to Improve Support Conversations with Data” Webinar Recap
Simple bots can be used to automate tasks, speed time to resolution, and free up agents to tackle more complex issues. However, when you step up to building custom bots,…
Customer self service: Empower your customers to help themselves
In our digital-first world, we’ve become accustomed to instant gratification. For brands, this means providing solutions and answers to customers’ questions in a near-instant. Take too long and your customers…
How Self-Service Automation Elevates the Customer Experience
Consumers increasingly prefer to solve their own problems whenever possible. Brands like Starbucks, Lyft, Uber, Fandango, and Airbnb that allow self-service within apps have trained us to go out and…
Today’s Self-Service Tools Put Your Customers First
Brands are using digital customer service to drive down support costs without compromising their user experience. Core to this strategy is the application of digital customer self-service tools — a…
10 Reasons In-App Messaging Should Be Your Primary Support Channel
When it comes to customer support in the age of mobile, there’s lots to love about in-app messaging—so much so that you should be prioritizing it over all your other…
IVR Automation: The Right Idea but the Wrong Application
Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from agent to agent, which in…
The Top Must-Have Customer Service Management Skills in 2019
With the advent of automation and artificial intelligence in customer service, customers are increasingly choosing self-service options as a first point of contact with organizations. That means it’s a whole…
Phone IVR: Lessons and Learnings for the Digital World
Interactive Voice Response (phone IVR) systems have been around since the 1970s, but brands only began to adopt them for automated support starting in the 2000s – when they became…