Knowledge Management Blogs

As a business owner, there might be hundreds of things in your mind.  How to deliver the best-in-class support to customers and improve retention?  How to make employees stick to your organization and become lifelong contributors to its growth?  How to win customers, grow sales, and become the top brand the market has seen in...

Are you constantly answering repeated questions by employees? Are you facing employee churn and finding it challenging to retain employees for a long term?   Ever wondered as to what can be the reason behind these persistent problems? Think about it, and you might get a hint. In fact, if you analyze, ineffective or worse, lack...

Email usage in customer service is still rampant despite the emergence of self-service platforms, live chat, and social media. The influx of technology disrupted the email culture, but only to an extent, as it has not yet been wiped out completely. People take time to embrace and accept the shift, especially those who are extremely...

So before we jump on to digital customer service, lets first decode what ‘Digital’ exactly means. When I asked this question to my colleagues, each of them had cooked a different definition based on their perceptions and experiences.  I won’t say they were incorrect. Instead, the definitions were both similar and different in various ways. ...

In a business environment where companies are competing on the basis of customer experience, providing excellent customer service has become a priority.  For businesses, customer service is a function that helps them establish a connection with customers. It is this experience that customers carry with them for a long time, inspiring them to write positive...

Gaining a 360-degree view of your customers is no more a choice. Like it or not, but you have to push yourself to take a genuine interest in your customers, to serve them better and faster. For delivering unparalleled services and exceptional experiences to customers, you need to be well-versed with the likes and dislikes...

Every company has a customer service team that works day in and day out to keep customers delighted.  But, who takes the responsibility to ensure that your customer service staff stays happy, too?  There is a direct relationship between employee satisfaction and customer happiness. While motivated employees tend to give their best in every customer...

The face of customer support is changing fast. Now more than ever before, self-service has become the new way of serving customers. Unlike decades ago, when people relied on support teams to resolve their issues, customers today are increasingly opting for the DIY (Do It Yourself) approach to get information. Calling the support staff is...

Do you understand the journey your customers go through before they buy from you? The process of buying products or services differs from one person to another. Customer journeys help you comprehend how buyers behave when they visit your online or offline stores. With this knowledge, you can focus on improving those processes so that...

Customer experience has become an integral part of any business, including banks. Increasingly, it is becoming a key differentiator besides price and product.  In the banking industry, customers prefer to work with banks that provide them with simple banking solutions, personalized engagement, and round the clock access to their accounts. As such, banks that innovate...