Organizations today understand that the customer support function can be strategic to the enterprise due to its constant engagement with customers. The big question is how to maximize those interactions to improve the customer experience, and ultimately, long-term account value.
The conversations support teams have with customers capture a wealth of knowledge which contains critical product and sales insights. These insights detail crucial customer friction points in products and company processes, identify content gaps in onboarding, and can inform customer journey projects to create better products, enable faster adoption and value realization, and improve the end-to-end customer experience. In addition, mining this knowledge enables the support organization to become increasingly proactive.
When leaders rely on legacy technologies and guesswork to obtain insights, their findings are full of blind spots and inconsistencies.
In this webinar, xFind CPO Sariel Moshe and TSIA’s John Ragsdale will explore advanced concepts and technology to create a complete, unbiased vision that uncovers these blind spots. Multi-model analysis and prediction algorithms enable precise automatic extraction and retrieval of specific knowledge and aggregation of topics from across all knowledge sources and customer interactions, without requiring any definition of search terms or keywords and without predetermined tagging or taxonomies.