Sorin Alupoaie
Sorin Alupoaie
Sorin Alupoaie is the founder of Swifteq, a company developing intelligent assist apps for customer service agents.An experienced software technologist and entrepreneur, he loves shipping products that solve painful customer problems. Sorin strongly believes that any Customer Service interaction represents a huge opportunity for a business to listen and improve how they deliver value to customers.Insights and automations enabled by Artificial Intelligence should be used to remove friction from these interactions and provide a better and faster service.
How Zendesk Triggers Work? Tips and Best Practices from Pros
Zendesk triggers are powerful tools designed to streamline workflows and enhance efficiency by automatically performing specific actions when defined conditions are met. These business rules...
Infuse the Power of AI Into Your Customer Support: AI Chatbots and AI Copilots
Almost half of customer support teams are now incorporating AI into their operations. They now use tools like AI chatbots and AI copilots. These intelligent...
Automating Zendesk for a Smooth Holiday Season: Key Strategies for eCommerce Support
As the holiday season approaches, eCommerce businesses face an inevitable surge in customer queries. Black Friday, Cyber Monday, and Christmas mean more tickets, more...
Enhancing Your Customer Help Center: Best Practices and Common Pitfalls
In today’s digital landscape, a well-designed help center is critical for enabling customers to resolve their issues independently. Given that a majority of consumers...
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...
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...
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 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...
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...
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...
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...
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...