Customer-centric businesses have invested substantially in self-service technologies and content to deliver great customer experiences. Chatbots, virtual agents, community forums, multi-channel service options, and knowledge bases powered by machine learning…
Customer demand for support services will continue to grow at an average rate of 17.6 percent industry-wide and even higher for some segments of the market, according to the 2021…
Dell pioneered the “configure to order” approach to PC manufacturing in the 1980s. Today the company is a large multinational with several different brands servicing businesses around the world. Yet,…
I’ve been working in the support world for a long time. Having started my career as an engineer, I’ve been used to being on the reactive side of knowledge management.…
It’s no secret that marketing is about being relevant to prospects. It’s how marketers are able to get people to open their email or stop scrolling long enough to click…
In the world of ecommerce, consumers expect frictionless experiences that instantly meet their needs. Things like one-click checkouts or same-day shipping can no longer really even be considered perks. They…
