White Papers

Become an expert in the latest technologies, trends, and support processes, by regularly referring to our white papers.


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THE KNOWLEDGE BASE: BEST PRACTICE GUIDELINES:

The process of creating and maintaining an effective knowledge base is often fraught with obstacles. That's why, to help you overcome these hurdles, we've leveraged our years of experience in customer support and customer experience management to create this Best Practice Guidelines document to provide you with all of the tools you need to create a up-to-date knowledge base that reflects the true needs of your customers.  


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ASSUMING THAT WE EDUCATE PEOPLE PROPERLY ON THE POTENTIAL OF ARTIFICIAL INTELLIGENCE, IT WILL TOTALLY REVOLUTIONISE THE FUTURE OF CUSTOMER SUPPORT

Artificial Intelligence (AI) has very much become a buzzword in today's society. With nine in ten businesses planning to invest in AI by 2020, it is being touted as one of the most disruptive and revolutionary technologies in modern history ('the fourth industrial revolution'). However, while many companies see the potential benefit of using AI in customer support, why do they remain so wary? In this report we've interviewed numerous C-level executives in businesses operating across various verticals to see what they think about AI, and how they think it will influence the customer support industry.  


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CUSTOMER SERVICE: THE KEY TO REMAINING COMPETITIVE IN TODAY'S BUSINESS LANDSCAPE

These days, it has become harder and harder for you to keep your customers loyal. Regardless of whether or not your business offers an amazing product or service, it is highly likely that your customers will be able to find a similar (or at least somewhat similar) offering online, at a fraction of the cost. 

Previously, businesses used to rely on technological innovations to maintain their competitive advantage, but due to the recent proliferation of technology, this is no longer a safe bet. So, what's the alternative? 


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