Businesses are always looking for the best ways to accommodate their customers’ needs. And in this fast-paced world, they should be able to satisfy customer demands as soon as possible. Fortunately, there’s technology to help you with that. In a joint study by Avanade and Sitecore, 52% of businesses use technology to help deliver better customer support operations. As the world gets increasingly digital, service providers should deliver support through these channels.

We’re lucky to be living in an age where technology is constantly evolving. Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind. Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry.

People don’t generally open their wallets to spend money without getting something in return. Even when making a donation, there’s an incentive like feeling good or connecting to a cause. To be successful, businesses need to tap into unmet customer needs and offer solutions. Sounds simple — but how do you actually find out what’s on your customers’ minds?

This year we’ve seen an unexpected acceleration of cloud and software companies, driven by the sudden shift to remote work. In particular, business-to-business (B2B) software is “having a moment,” and the trend seems likely to continue. In this context, the announcement of this year’s Forbes Cloud 100 List takes on a new significance.

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.

Customer reviews have become a key step in the customer journey, with a whopping 95 percent of customers reading reviews before making a purchase decision. Customers always had the power to recommend (or discredit) a brand to their friends or family. But being constantly connected has given them greater ability to influence many other customers' buying decisions as well, whether they’re posting a Tweet or writing a Yelp review.

We have released an update to the report creation interface. This a big step forward for non-technical users to be able to generate and schedule the reports they need. While the underlying report generation technology has not changed, the interface has become a lot more user-friendly and intuitive.

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, 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, and about the evolving role of B2B customer support. We conclude this series with customer support versus customer success.

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.