February 2022

Whether it’s chatbots, communities, IVR systems, or FAQs, customers expect round-the-clock access to support, and they prefer firms that provide it. This is why present-day businesses offer a plethora of self-service mediums. In 2020, self-service c…

Big data has transformed search and you need to know how to tap into all the data you have to harness the real power of search. In this eBook, we map the journey from what enterprise search used to be, what it is, and what it will be! If you are wor…

Organizations spend a great deal of time and effort in generating and converting leads by tracing customer journeys, mapping content to them, and delivering the best customer experience possible. However, these short-term wins are incomplete without th…

Enterprises can generate an average ROI of 6,469% via achieving successful online community engagement. Amazing, right? Having an online community is like inviting your customer avatar into your virtual store and having them come back every single d…

In response to the pandemic and rapidly changing customer demands, contact centers have undergone a decade’s worth of transformation in the past two years. That does not, however, mean we can take the next few years off. The hybridization of the workfo…

60-90% issues that support agents see are those that they’ve already seen before. 98% of support managers’ time is spent on putting out fires, managing escalations, and firefighting. They’re so busy fixing things the second time th…

One of SearchUnify’s customers, a leading U.S.-based IT services company, needed to scale their support efforts by streamlining communications and process flows across its call centers. Leveraging Microsoft Dynamics 365 for its support org., the …