Ganesh Mukundan
Ganesh Mukundan
I'm a senior content marketer at Hiver, which is a multi-channel customer support platform that works out of your inbox. I've been writing about customer experience and support for the past 8 years. Currently intrigued about how companies are finding a balance between AI and human touch in driving customer interactions.
Tod Ellington on scaling support operations without hiring more people
When operations get messy, most teams respond the same way: they hire. Another person will handle tickets, another manager will track follow-ups, and another body...
How to turn support from a cost centre into a strategic asset
Support teams are often the first to know when something breaks, when customers are confused, or when a feature doesn’t land. They have more...
Why Customer Support Needs a Seat at the Table
Customer support has long been treated as a reactive function, focused on solving issues after they arise. This approach keeps businesses in a constant...
Why Customers Leave Without Complaining: Lessons from Kel Kurekgi of Zapier
When was the last time a customer silently left your business? No complaints, no emails—just gone. It happens more often than we think. In...
76% of customer service teams offer support outside of business hours [New Research]
The customer service landscape has gone through a major transformation over the past few years. Customers today hold more clout than they used to....
4 effective strategies to build a customer-centric culture
Customer centricity is one of the most in-vogue buzzwords. But more than that, it’s an ideology that more and more companies are gravitating towards...
Why customer service needs to break up with ticketing
If there’s one term that is almost synonymous with customer service today, it’s ‘ticketing’. Such has been the pervasiveness of ticketing software. From restaurants to...
New study on Customer Support: 80% consumers want better service
Winning over the trust and loyalty of the modern-day customer is becoming increasingly challenging. Customers today are not only spoilt for choice, but have...
5 pre-requisites of the Perfect CXO
Like popular wine entrepreneur Gary Vaynerchuk neatly puts it across in a blog post, “everything stems from the top”. In the business world, this...
7 powerful habits of Companies that have built customer-centric cultures
Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the...
5 things that can sabotage your Voice of Customer program
Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they...
The Future of Customer Experience in B2B
When talking about customer experience, there's almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just...
5 ways airline companies can win back customer trust and confidence
Long gone are the days when air travel was a privilege, and when the whole idea of flying was a completely memorable, and quite...
Why Customer Journey Mapping paves the road to Delightful Experiences
Consumer expectations have evolved significantly over the past few decades, with much of the evolution taking part in the last ten years. Once upon...
Customer Experience Lessons from Virgin Group
Sometimes delight stories can be just as cute and adorable as they are delightful. So, what do you think happened when a 9-year-old wrote...
Customer complaints are a welcome gift for your Business [Infographic]
When a customer is seen complaining about a brand, little does the brand realize that this can be a huge opportunity to understand their...
5 ways in which Social Listening can help shape Customer Experience
The social landscape was, unsurprisingly, seen as a marketing platform for years. This was until the evolution of customer experience from just a concept...
Do Perks And Benefits Provided To Employees Impact Customer Happiness?
Companies like Google and Facebook are known for their excessive pampering of their employees. People working at Google’s Mountain View office enjoy lunch from...
Getting Your Customer Relationship Management Right With Newsletters
Why do customers unsubscribe from your mailing list? According to a GetData study published a couple of years ago, irrelevant and spammy content make...
Forget Customer Service: Here’s Why Customer Empathy Is Better
Every business advisor will tell you about the importance of customer service. Lately, they have discovered customer engagement. But almost no one talks about...