Teams | Collaboration | Customer Service | Project Management

Artificial intelligence software has gone a long way in recent years, from being an ultramodern potential to a day-to-day reality. A lot of organizations nowadays are using some AI solutions while others are on the trial stage of adopting. There are various types of artificial intelligence software, and AI is being applied in various technologies, particularly in the help desk industry. According to experts from Business Insider, 80% of businesses will want chatbots by 2020.

As we continue to navigate the impacts of COVID-19, businesses and customers alike are recognizing that knowledge is power. Information, resources and instructions—the kind of knowledge typically provided on company help centers and FAQ pages—can help keep the world moving even when so much remains unknown. The only thing we know for sure is that the world will keep changing, and no matter what happens, you’ll need to keep your customers informed.

When choosing a customer service solution, there are many factors to consider, and let’s face it — cost is high among them. Freshdesk says you’re saving money on their low license costs, which is a part of the total cost of ownership, but there are big trade offs to know about. Here are the top three things you should consider.

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

Building a great product isn’t enough to stand out in the market. What you need is a compelling message—one that speaks to your audience and is unique to your brand. How do you make sure you’re telling the same story to every customer across every touchpoint? One key tactic is writing a positioning statement.

You've put in the work to build an excellent call center. You've hired for the right skills, given everyone the best possible training, started tracking your performance, and you've even created a wonderful workplace where your agents can work and collaborate. Then 2020 happened. The COVID-19 pandemic closed offices and sent employees home. As the days away from the office added up, returning to "business as usual" in your call center anytime soon seemed less and less likely.