Vishal Sharma

Did you know that 74% of customer support agents are susceptible to occupational burnout without adequate support or resources?Why you may ask? Well, a usual day in the life of a service agent is quite challenging as they juggle a colossal amount of tasks — troubleshooting complex tickets, handling unhappy customers, maintaining knowledge bases, answering repetitive customer … [Read more...] about 4 Sure-Fire Ways to Catapult Agent Engagement with Cognitive Technology

Constantly evolving customer expectations demonstrate the need for advanced support methodologies within the organizations. Despite that, most still depend on a traditional tiered support model that lets customers slog in the trenches until the agents are done with ping-ponging the ticket to the next-tiered agent. Frustrating, isn’t it?This brings up a crucial question — Is … [Read more...] about How Intelligent Swarming Unlocks the Powerful Realm to Proactive Support

Whether you’ve been in business for fifty years or five, you must have a support team to look after customer issues — no matter how big or tiny they may be. The customer support function has fought its way to become one of the biggest differentiators, leaving behind price, brand name, and many other aspects. A majority of support teams still operate on a case-first model, where … [Read more...] about How Cognitive Technology Catapults a Knowledge-First Approach for Customer Support

Demystify Escalation Management and Reshape Your Support Function with AppExchange AppsPhoto From UnsplashEvery time you struggle with a product return, bill discrepancy, or a glitch, customer service comes to mind. The ultimate goal of every customer service team is to ensure a smooth and seamless experience by quickly and efficiently addressing customers’ issues or … [Read more...] about Demystify Escalation Management and Reshape Support Function with AppExchange and SearchUnify

How Rubrik Revolutionized Knowledge Discovery with Salesforce and SearchUnifyPhoto on UnsplashFounded in 2014 by many of the engineers behind Google, Facebook, and Oracle, Rubrik created a category-defining cloud data management platform that has turned the $48B data protection market on its head. Rubrik’s cloud data management delivers automated backup, recovery, archival, … [Read more...] about How Rubrik Revolutionized Knowledge Discovery with Salesforce and AppExchange Apps