Sorin Alupoaie
Crushing the High Volume of Tickets: A Guide to Efficient Customer Support
Customer support is a critical aspect of any business and can make a significant impact on customer satisfaction and loyalty. However, managing a high volume of tickets and providing quick, efficient support can be a challenge. This article takes a closer look at the...
How to optimize your Zendesk workflows to handle high ticket volumes
When tickets keep pinging into their inbox, it’s easy for customer service teams to feel overwhelmed. At times when demand is at its highest — for example, in the run-up to the holidays — this can lead to stressed employees and a sub-par customer...
How to build a successful customer support knowledge base: 6 tips
Great customer service is a cornerstone of the customer experience. But it takes up a lot of time, particularly if your team is answering the same queries again and again. This is why understanding how to create a knowledge base is so important. What is...
The tale of a sarcastic bot, and other GPT-3 stories
Something huge happened in the AI space this summer. A major breakthrough in the way a machine can understand and generate human language, that took the AI community by surprise. OpenAI released its latest large-scale natural language model called GPT-3. I've talked about natural...
How to build and grow your Help Center with Data Analytics
A knowledge base is a great way to help customers find the answers they need before reaching out. When done well it can save your team many hours of answering simple questions. It also requires a significant investment. Writing knowledge articles is a time-consuming...
A gentle introduction to Statistics on CX data
With the advent of data-related technologies in the last decade, it has become common practice now for companies to use insights from data at the core of their decision making processes. Most businesses, and the organizations within, are data-driven now, at least to some...
GPT-3 and the (unhyped) future of AI in Customer Service
The act of having a natural conversation with a machine was depicted in numerous science-fiction books and movies, but it wasn’t until three months ago that it became (close to) a reality. Back in June this year, OpenAI released beta access to its latest...
How to optimize agents experience using design thinking
Customer service teams are facing increasing pressure to do more with less, respond to more customer inquiries with less people while maintaining or improving customer satisfaction. Under-deliver in any of these points and you end up with rising costs or poor customer experience. The...