We’re here to help you take your product support to the next level and deliver exceptional customer experiences.
Knowledge Delivery empowers teams to resolve customer issues proactively, cutting down on response times & providing excellent customer experiences. Here, we offer a deep dive into what that looks like, and how it can empower your teams to drive superior outcomes - from sales to support.
CXM is about making sure that organizations are ready to face unexpected challenges. It’s a philosophy that places an organization’s ability to be agile and responsive to change (whatever form that may take) at the highest levels of strategic importance.
We are excited to announce the official release of the Boomtown Bot Builder, a new tool that allows anyone to build world-class, AI-powered Virtual Assistants (VA) on a no-code platform!
Departmental Verticals are ingrained organizational structures at most businesses. They provide for a sense of identity, a clear delineation of responsibility, and a concrete reporting structure. However, they can also compromise cross-organizational efficiency if they are strictly siloed. CXM platforms provide a solution for this issue.
Visibility means having an unobstructed view of something. But, what is visibility good for? What value does it provide to organizations, especially those with an ecosystem of partners? We’ll dive into a few of the key benefits that will drive up productivity at any organization.
How does a CXM platform help with regulatory compliance? There would appear to be no connection between the two at all, but that intuition is actually misleading. When we talk about regulatory compliance, CXM platforms allow a level of cross-organizational visibility that is unparalleled.
Banks have a lot to contend with by way of regulatory compliance, and there are more than a handful of federal and state regulators out there that those banks need to keep track of. No matter anyone’s views on these agencies, it behooves those who are charged with ensuring that banks are in compliance with them to come up with agile and responsive ways to make sure they are.
The inability of bank workers to communicate effectively and securely can actually hinder client success, which poses the risk of putting clients through unnecessarily arduous and costly processes, running afoul of consumer-protection regulatory frameworks. It is incumbent upon bank leadership to think more comprehensively about solutions for their regulatory blindspots, including adopting technologies that can give them better visibility into their own client-management policies.
Customer journeys need to make sense, but even more than that, it is on the organization taking them along that journey to design them. They need to take every detail into account when moving a customer along the way in order to maximize that customer’s success in completing a journey.
It would be shortsighted to think that CXM only applies in a banking context, and disregard the benefits it can provide to other financial institutions, such as Credit Unions. Member Experience Management is an area of focus for Credit Unions looking to modernize and keep up with the pace of digital transformation in other financial services verticals.
Customers will naturally have different experiences of an organization at different phases along their journey. Different teams will interact with customers according to a diverse range of objectives and priorities in line with their function, but there is one thing that they must all strive to do in order to keep their customers satisfied: ensure that those experiences are excellent. That’s why understanding what customers need out of each experience – at each phase of the journey – is crucial. We’ve written this E-Book, to help enterprises and the people who lead them – every step of the way.
Digital success over the next decade will come down to one fundamental issue: can companies get past the pull mentality of the Web 1.0 era and embrace a push philosophy that weaves orchestration technology together with knowledge workers in the AI era? AI-driven knowledge delivery needs to be built into an orchestration layer that is able to tap into all of a company's underlying knowledge and data repositories.
With outsourced support, it is possible for any organization to save money while streamlining their support processes and providing better experience for their partners. Particularly in the B2B space, taking this approach can help your organization scale profitably and efficiently. While outsourcing can often stir feelings of apprehension, this guide will allay any anxiety associated with taking the outsourced approached to supporting your customers.
This e-book will provide you with a deeper understanding of the role product support plays within a larger customer experience strategy and in the context of the evolving B2B landscape. This knowledge will allow you to implement effective, efficient product support systems for all of your customers and devices.
The world for VARs is changing fast. If you don't change with it, you might find yourself left behind. It's time for a shift to recurring revenue.
It’s no longer enough to provide helpful, friendly support – it also needs to be fast, convenient, and low-effort for the customer. Transform your support operations from an analog, reactive, siloed approach to the digital, proactive, omnichannel support your customers deserve.
What if you could support your customers before they asked for help – or even prevent their problems from occurring in the first place? In this guide, we explore how to use technology & network monitoring to inspire lifelong customer loyalty.
In our fast-paced, mobile-first world, today’s customers don’t have the same patience they did a few years ago. They expect to be able to ask you questions whenever they want, however they want, on any device they want. Learn how to keep up.
The hyperconnected, technology-driven age we live in has led to a shift in customer demands. People insist on and expect accelerated service while simultaneously increasing quality. By integrating AI, bots & automation into your customer support strategy, you can provide your team with the right tools and technology to drive customer satisfaction forward while solidifying loyalty.
Artificial intelligence technology will soon live at the heart of all types of software, operations, and entire business models. Proactive support will become the standard and companies will use support automation to begin to focus on customer experience as a holistic strategy.
Real-world businesses increasingly rely on technology to deliver on their brand promises. Advances in technology create both opportunities and challenges for these businesses.