Pradeep Rathinam

Customer Service Transformation: The Role of AI & Intelligent Process Automation (IPA)

When we think about the most impactful technologies in the last decade, one can argue that mobile and cloud have made the most impact on customer service (CS). The explosion of mobile phones was not just about a change in form-factor, but the emergence...

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 critical issues. It adds an unnecessary burden to your queue. And, it is not only outside of your key line...

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 knowledge base (KB) is foundational to that success, but too many teams fail to optimize its volume, accessibility, and utility....

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 other basic troubleshooting steps. But none of it works, and you have no choice but to take one of the...

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 in the hopes of converting some to paid users), you’re almost certainly underestimating the challenge of supporting these free users,...

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 no secret. Working long hours, balancing a loaded case backlog, and still handling customer complaints with grace is no small...

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 those teams and you’re accountable for their performance, you may not be getting the R&R you need either. When tickets...

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 on the other hand, an increase in customer inquiries is almost guaranteed to cause customer support bottlenecks. Most support teams...

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 themselves. It works—companies are driving efficiencies and even profit growth in the double digits. But as you get started, be...

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 about in "Aesop’s Fables" as children, the one between the tortoise and the hare. You’ll remember the hare, overconfident and...

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 the "top" issues that arise each day. Templates (also known as macros) and standardized content are critical to any support...

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 to 2017, and then double again by 2020. This enigmatic technology — seemingly lifted from science fiction movies — is...

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