Pradeep Rathinam

Can Spam. Reduce Case Volume with AI.

Of all your barriers to productivity, spam is arguably the most meaningless. It takes time and energy to identify and separate spam from real...

Automating Knowledge Evolution and Meeting Demands for High-Level Support

Quality support is about answers and solutions — your CSAT is only as strong as your teams’ accuracy and agility in providing them. Your...

First Contact Resolution: Why it Matters and How You Can Improve It

Imagine you're streaming your favorite television show and you suddenly lose internet connection. You immediately check the TV's cable, reset the router, and try...

Free vs Paid users: Can You Afford to Support Them Equally?

Bridging the Support-to-Conversion Gap With Freemium Users If your business model incorporates what is commonly referred to as a freemium service (free to all...

Calling Customer Support Managers: Here’s How to Further Your Career

Why taking on an AI initiative can get you to your goals faster The job of a customer support manager is not easy — that’s...

Learn to Live Without the Monday A.M. Support Queue Backlog

Monday, 9:00 AM: *Put Out Fires* Start Innovating For support reps dreading their Monday-morning backlog, their free time is never really free. If you’re managing...

Your Triage May Be Costing Your Business More Than You Know

Practically speaking, increased ticket volume can be bittersweet. A ticket influx means your company is growing its client base, which is great news. But...

Help Yourself! DIY Has New Meaning Today.

In today’s consumer markets, DIY has new meaning. Leading support teams are complementing traditional service methods by providing consumers with more opportunities to help...

Bot or Not? That is the Question.

There is an interesting struggle going on out there among the zeros and the ones. It’s a race, not unlike the one we read...

In Customer Support, it’s not the Service That Fails, it’s the Content. Let’s Fix...

As customer support becomes increasingly digital (and less phone-based), it is essential that organizations develop quality content that may be used to consistently address...

AI 101: The Basics of Automation for Customer Support

While you might not know much about artificial intelligence yet, experts predict that the use of machine learning technology will double in 2018 compared...

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