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- Contact | Ascendo AI | Generative AI Service CRM
AI-powered Support Solutions by Ascendo AI. Automate & optimize your contact center with Generative AI Service CRM. Contact us today! Ready to automate Support Operations? Ascendo helps companies provide stellar customer support No credit card required I 5/5 Ratings I SOC 2 certified Contact Us First name Last name Business Email* Phone number Submit Why Ascendo? The one solution for all Support Operations Ascendo combines automation, intelligence, prediction tools and insights for support leaders, agents and end customers. Make your support proactive today! Trusted by Awards Awards & Achievements We rely on the power of data, and so can you. All G2 ratings "Easy interface that provides the best solution along with guidance on root cause and solution areas. We can also get the best technician to provide guidance on the fixReview collected by and hosted on G2.com." Deovrat Vibhandik Lead Engineer: Service Engineering Enterprise Start your journey towards Modern Support Operations Enter Your Email Subscribe Thanks for subscribing! Chris Dickerson VP Service Planning and Logistics Optimized Inventory, Improved SLA We are able to achieve a 95% SLA with hardly any firefighting. We proactively manage and optimize the inventory of 5,000 unique spare parts across 300 depots. Payam Karbassi Global Service Segment Leader MUST HAVE solution for customer support Easy to setup and configure. The game-plan for remote as well as field support prediction results are right-on. Ascendo AI provides excellent support for initial setup and on-going collaboration. We needed an advanced tool to realize labor and material cost savings while maintaining enhanced experience for customers and partners. We are on the path to realize improved benefits across our product portfolio. Kevin Yang Senior Data Scientist Superb models that provides results With Ascendo AI, we are able to enhance patient experience and predict outcomes. The tool also calls out Top trending issues from all of the Voice of the Customer interactions to provide Product Feedback. Ascendo AI helps us to predict patient churn so we can proactively address to improve patient treatment and therapy. Being proactive will enable us to stay as a market leader. Viktor Kehayov VP, Product Engineering SAP FSM Leveraging Enterprise Data: Our SAP FSM with Ascendo AI Our SAP AI-driven FSM solution, alongside partner offering Ascendo AI, is well-equipped for finding reliable solutions using existing data in SAP and other knowledge content. Brenda Guardado Senior Director Customer Success Innovative product offerings and amazing support The Ascendo AI team is extremely pleasant to work with. They are responsive, they show they truly care about your experience with their product, and were quick to iterate on any feedback provided. Ascendo AI has an amazing product offering that integrates well with shared Slack channels and empowers our team to seamlessly support customers effectively and accurately. Cedric Prevost Service Delivery and Infrastructure Leader for Life Care Solution Must have solution finder tool for Field Service Ascendo AI is extremely easy to add new products. We like the design and the easy of use in terms of getting the solutions to customer reported problems. Ascendo ai is helping to support Field engineers doing field and remote support. This is a very useful tool to support new hired field engineer less experience than the others. Alexandra Pham Senior Customer Success Manager Ascendo AI is a must have for CX! Ascendo AI made it so easy to bring Trending issues, Knowledge intelligence, Quality and Voice of the Customer across our support channels. We used Slack as a channel and Ascendo AI helps learn from the interactions. Automatically coming up with Trending issues that we can feed back to the Product team. It is like having Voice of the Customer in our back pockets. Brenda Bernal Vice President AI-Driven Solutions and Knowledge Creation Ascendo AI solves 88% of customer issues immediately and for the rest, guides us by helping to create knowledge. Atad Bronstein Director of Customer Success Transforming Knowledge Dynamics Anjuna’s Product Support team uses Ascendo AI to quickly assimilate knowledge and rapidly resolve new support requests across a variety of customer deployment environments. Our products are highly-technical and always-evolving, and Ascendo AI helped us achieve and even overachieve Support KPIs such as: reducing Time-To-Resolution and increasing the number of Resolution-In-First-Touch. John Heald Global VP, SAP CX SAP and Ascendo AI Partner to Enhance Customer Support Happy to celebrate this news about having Ascendo.ai on our SAP Store. Looking forward to working with them and our great customers, empowering resolution at every point and channel of service. Stacy McQuestion Sr. Logistics Analyst Absolute must for managing customer support SLA Ascendo AI is so easy to get a proactive measure of where we need to stock spare parts to address potential customer demand. We have very stringent and critical SLA requirements and Ascendo AI helps us to take proactive actions. Infinera products are used in mission-critical environments, and it is crucial to provide top-notch customer service while optimizing for cost. Ascendo AI helps us to do just that. Kiet Dam LCS Service VCP & Product Quality Leader Ascendo AI is transforming field service team delivery The tool is very initutive to use and navigate. The tool also constantly improves upon itself as additional data gets uploaded or as users give input. It gives our field team a great gameplan to resolve customer issues based on previous service records. We are trying to improve labor and parts efficiencies along with reducing customer downtime. We have realized labor and material savings year over year. Deovrat Vibhandik Lead Engineer Service Engineering Best Predictor tool for support and troubleshooting for Field Engineers Easy interface that provides the best solution along with guidance on root cause and solution areas. We can also get the best technician to provide guidance on the fix. Ease of troubleshooting and clear gameplan for our field engineers to solve customer issues. We are getting benefits on both labor and material cost. Matt Mitchell Technical Support Principal Engineer From Reactive to Proactive: Ascendo AI Revolutionized Support Ascendo AI has transformed the battleground of technical support, turning what was once a two-week reactive struggle into a one-day proactive plan, ensuring the right solutions (activity and part) are in place before they're needed. Ahmad Azlan Isa Country Senior Engineer Search Resolution Feedback Ascendo AI is helping resolve GE customer devices and systems problems. I appreciate the search engine, which organizes products into distinct groups. Chandrasekar Elongovan Senior Quality Manager Technical Service APAC Deeper insights on the field usage of our equipment We have complex medical devices and we perform varying types of preventative maintenance (PM). Ascendo AI brought out the insights into the cause and effect of such PMs and the trending issues using inference models. These insights are helping us to make proactive steps in the way we provide services. With the recommendation from Ascendo AI we are able to proactively determine PM offerings. James Fitts Director of Service Planning Perfect Solution for Reverse Logistics Spare parts Support Ascendo was Flexible to support our unique business needs. We are able to address our SLA requirements proactively resulting in enhanced Customer Satisfaction and Less Escalation. We are able to predict how much parts we need, where we need it, in time to meet our SLA. With our current Supply Chain Constraints, Planning moves to the forefront of our customer experience. Amitkumar Parihar Customer Success Manager Easy to use and clear prediction results. It is user friendly Easy to connect with CRM data. We can add knowledge enrichment at any point of time. Ascendo AI self learning engine provides best results for customer support team. We introduced new products and also support legacy products, it is so much easier to use Ascendo for new users to ramp up with products. Using Ascendo AI is like Google search for customer support. Amy Waranauskas Service Product Line Manager Easy to use reliable platform with a robust roadmap Ascendo AI has collaboratively worked with us, meeting with us every week to discuss status and collaborate on new ideas. The use case I am involved in is a spares planning application including predictive algorithms. The Ascendo AI application has contributed to significant improvements in SLA compliance for these services. Chuck Kellen Associate Director of Continuous Improvement Blown away! We were up and running in an hour! EDF has been looking to drive consistency, quality, uptime and productivity across its global Field Service team. Ascendo AI agents had the capability to pull data from within SAP and outside. We were able to set up the initial deployment in less than an hour and start using Ascendo Agents. We are "blown away" by the way Ascendo AI is able to comprehend and provide Generative AI solutions with clear steps. Industry leaders soar with Ascendo.AI it’s your turn to elevate with AI and communications.
- Events | Ascendo AI | Generative AI Service Co-Pilot
Join us for an exploration of Artificial Intelligence at the Ascendo AI Virtual Event. Learn how AI is transforming industries, shaping the future, and unlocking new customer support and service possibilities. Subscribe to our Events Subscribe to our Events so you don't miss it! Master the concept of AI in Customer Support: Learn proven techniques to implement AI in your customer support and service initiatives. Understand UseCase Framework: L earn what use cases are possible for your data and your business and what is not c Transform Your Support Operations: Explore practical deployment (including build vs. buy) models that empower you to shift your support center from a cost center to a revenue generator. Register today and take the first step towards a more efficient, customer-centric future! Ascendo Events Empower Yourself to become a Champion for Customer-Centric Initiatives We bring short but impactful sessions that equips customer support professionals with the knowledge and tools to excel. Our events also are community oriented and modeled like a working session. This enables attendees to wrap every event with actionable next steps, guidance and community. Master the concept of AI in Customer Support Learn proven techniques to implement AI in your customer support and service initiatives. Understand UseCase Framework L earn what use cases are possible for your data and your business and what is not Become an Influential Change Agent Discover strategies to secure executive / stakeholder buy-in for customer-centric investments and champion positive change within your organization Transform Your Support Operations Explore practical deployment (including build vs. buy) models that empower you to shift your support center from a cost center to a revenue generator. Ascendo AI Events Empower Yourself to become a Champion for Customer-Centric Initiatives We bring short but impactful sessions that equips customer support professionals with the knowledge and tools to excel. Our events also are community oriented and modeled like a working session. This ensures attendees leave every event with actionable next steps, guidance, and a sense of community. Subscribe Thanks for subscribing! AI Agents Masterclass April 16, 2025 - 9 AM PST Learn More Career Accelerator Rountable May 26, 2025 - 9 AM PST Learn More The ROI AI Customer Support and Service April 26, 2025 - 9 AM PST Learn More AI Workshop On Demand - Every Two Weeks Learn More Webinar Case Study: Get the most out of Slack April 15, 2025 - 9 AM PST Learn More Upcoming Events Thank you for leading our global support leadership at Veritas through a visioning workshop on the real uses of AI in our organization. Ascendo came up with thought leadership that was unbiased, cutting-edge, and realistic. The insight and material shared have continued to elevate conversations that we will incorporate into our strategic plans. Bill Gargiulo, Senior Director Global Customer Success. Hear What Our Attendees Are Saying Face-to-face Events Ascendo AI at Field Service USA April 22, 2025 - April 24,2025 Learn More MD-Expo April 15, 2025 - April 17,2025 Learn More SAP Sapphire May 21, 2025 Learn More Trusted by
- Marketing Lead | Ascendo | Apply now
Ascendo AI career oppurtunity for Marketing LeadFull Time Position Marketing Lead Location Chennai, Tamil Nadu, India Employment Type Full Time Job Description ●Develop strategies and tactics to get the word out about our company and drive qualified traffic to our front door ●Deploy successful marketing campaigns and own their implementation from ideation to execution ●Experiment with a variety of organic and paid acquisition channels like content creation, content curation, pay per click campaigns, event management, publicity, social media, lead generation campaigns, copywriting, performance analysis ●Produce valuable and engaging content for our website and blog that attracts and converts our target groups ●Build strategic relationships and partner with key industry players, agencies and vendors ●Prepare and monitor the marketing budget on a quarterly and annual basis and allocate funds wisely ●Oversee and approve marketing material, from website banners to hard copy brochures and case studies ●Measure and report on the performance of marketing campaigns, gain insight and assess against goals ●Analyze consumer behavior and adjust email and advertising campaigns accordingly Objectives of this Role We’re looking for a hands-on marketing lead to join our rapidly growing team. This is a unique opportunity to join the team as our first marketing hire and work directly with the founder to craft our marketing vision. You will be a willing team player, demonstrate excellent communication skills, and always be thinking of the next idea. You will understand that you are the custodian of the brand and will have a firm grasp on modern technology and various marketing platforms Skills and Qualifications ●Demonstrable experience in marketing together with the potential and attitude required to learn ●Proven experience of minimum of 1.5 years in identifying target audiences and in creatively devising and leading across channels marketing campaigns that engage, educate and motivate ●Solid knowledge of website analytics tools ●Experience in setting up and optimizing Google Adwords campaigns ●Numerically literate, comfortable working with numbers, making sense of metrics and processing figures with spreadsheets ●A sense of aesthetics and a love for great copy and witty communication ●Up-to-date with the latest trends and best practices in online marketing and measurement ●MA/MSc/MBA degree in Marketing or related field. If interested, Email your resume with LinkedIn profile to apply@ascendo.ai
- modern-customer-support-experience
This webinar focuses on what leaders can do to elevate their Customer Support Experience with in their organization. We will touch up on best practices, tips and strategies that are actionable takeaways. You are also interested in our suggestions below How to unlock the value from every customer interaction with ai This webinar focuses on how AI-powered insights from the entire customer journey can help you be the voice of the customer. You will find that these insights provide proactive rather than reactive support. Watch now Role of support to increase customer engagement and mitigate churn This webinar will share best practices gathered from our research that support teams can use to establish communication and avoid customer churn. Watch now How to make proactive support happen? - Infinera customer support success story with Ascendo.AI Leading customer support organizations are are constantly looking for ways to improve their efficiency and adopt a more proactive to resolving customer issues and improving the customer experience Watch now Become an expert in every interaction with Ascendo and slack Slack is emerging as a key collaboration tool, internally and with customers. Learn how to use everyday interactions, to automate creating knowledge, and spreading knowledge to help colleagues and serve customers efficiently. Watch now Modern Customer Support Experience This webinar focuses on what leaders can do to elevate their Customer Support Experience with in their organization. We will touch up on best practices, tips and strategies that are actionable takeaways. Please fill the form in below link to watch the webinar video click here Previous Item Next Item modern-customer-support-experience
- Cultural Changes that we see within CX in the African Continent | Transcription
Explore how cultural shifts are reshaping customer experience (CX) in Africa, focusing on proactive service, innovation, data protection, and cultural understanding. Cultural Changes that we see within CX in the African Continent | Transcription Previous Next Kay - Welcome to the experience dialogue. In these interactions. We pick a Hot Topic. That doesn't have a straightforward answer. We bring them. Bring in speakers who have been there, done that, but approached it in different ways. This is a space for very healthy disagreements and discussions. But in a very respectful way, we have been justified by the nature of how. We conceive that we will, you will see the passionate voice of opinions, friends, having a dialogue and thereby interrupting each other or finishing each other's sentences. We wanted to make sure at the end of the dialogue, our audience leaves with valuable insight and approaches that you can take. Try and take in your workplace. We have been having deep and long conversations for the first time. We're going to be having a short and sweet discussion. And the topic today is primarily around cultural changes in the African continent. And with that there. Is so much that Covid has brought out in various ways. Except for the globe. There are individual differences that have been there in various continents and we want to focus specifically on the African continent and see how we'll see as different in Africa and then dive into it. And we cannot find any better speaker today than Ifeanyi Welcome. Welcome to the show. Ifeanyi - Thank you, Kay, for that introduction. Kay - The main reason why it was very interesting to have you in the show. If only is, you have to the success just for you, but you're also bringing other people along with you and bringing you into it. So that was excellent for us to be able to Showcase that in.our webinar, sopost quickly, we can start off saying, I would love to be would love to hear what are the actual cultural changes that you see within the African continent that people outside of it need to be mindful of. Ifeanyi - Thank you for that question. So when in terms of cultural change, right? As you love us might be, you know up, you know from my interactions with folks in Europe and Asia, you know, I've had you know interactions around what you know CX means, you know to Advocate General African consumer and you know, a lot of folks believe that when it comes to customer experience people generally here. In Africa, I would expect, you know, Quality Service. They would expect time to their queries. But, you know, a lot has changed in the last 1 - 2 years, especially with the Advent of covid, right? consumer customer expectation, you know, I would like to highlight, say, if you so in terms of, you know, customers Expedition generally, so people here in Africa now don't just rely on reactive service. They expect, you know, brands of businesses to be proactive with the savings. Not necessarily waiting for them, you know, to reach out to the bronzer. Say he looks, we have, I have a problem, they generally expect. You know, Brands to be Innovative and intuitive with the approach to support and, you know, trying to identify areas where they're having challenges and you know, practically resolving those issues and also in terms of, you know, the customer Journey customers expecting sort of like it connected Journey map in terms of you know, how it dissolves ax approach, right, you know, it's no longer or you just use spoken to our sales department. Okay, Our customer success department will return as it is divided, you know. Which to customers, you know, trying to, you know, ensure that businesses can break, you know, that silence in between their process and show that, you know, clients have that seamless experience throughout their journey with the brand. So these are some of the expectations of customers and then when it comes to,you know, that Choice point, you know, customers also expect personalization, right? Is not just one General approach to, you know, reaching out to customers throughout select torture. you know, send a blast email to every customer. Say, look, we have this update, you know, trying to personalize interactions from support to General Communications, making sure that customers feel valued, making sure the fuel value. Because people here in Africa tend to say I want to speak to people from my country. They tend to appreciate, you know, Brands when they recognize their look and Mr. Social, so I am this,so they would appreciate bronze, you know, try to personalize the approach to Interactions. And also one interesting thing. I also found that you know, customers. Also, you know, expect customers are Brands to be Innovative and you know, too fast thinking in terms of their product to services and support. Not just, you know, deployment program Series where we are and will continue to improve and then they are not seeing Improvement. Do we want to reach out to you? To see? Look, I've seen such also in Social business. So in a social environment, why not have this right? Customers now come to you to tell you, Look, we need this. They know what they want and the demand for it. So they expect Brands to be very Innovative across their product offerings. And then one last thing in terms of data protection, right? We've also seen interesting historical data. We are customers, you know, from the force sales Soviet 2020 customers. Now expect, you know, you know, expert Brands to protect their data. So for us lie to us as payment, Payment Integrations. I've seen scenarios from, you know, consultation experience, with startups. I've seen scenarios where customers feel hesitant to, you know, use their card, their cartoon mobile apps, or maybe your web application because they are scared of losing their money. So bronze needs to, you know, sort of enhance their, you know, their approach in terms of, you know, making customers know thatof their, there they are on top of data. Protection policy, ensuring that they are keeping their data safe. And that any information entered in the system. I kept seeing the need that you need to know that, you know, that you need to end that trust. now, we are browsing to antitrust. Some customers and you do what is required at different points in time? A day. I think these are the key five major cultural changes. I've observed during my interactions with Brands and customers and also from, you know, so very portable so saying Kay - yeah, thank you for that. Couple of things that I'm noticing from what you just said, value. Bringing people value.um Bringing customers value seems to be Global. um, The second thing that you mentioned is also, that being proactive is something all customers are expecting right nowbecause part of it is an instantaneous response that they get in everything else in their lives. They wanted to see proactive outcomes within their customer support and customer success team. So, I think that's a global phenomenon where I see that the Africancontinent is evolving from what you just said, it seems to be around data and protection and all of that. So in terms of,if prime, a, CSif I have a serious, Global operation. And if it's any scale, Global serious leader, when they Bri have teams to see what Kind of things that they should look for from an employee experience perspective. Ifeanyi - So when you say, what should they look for you, talking about, know, characteristics of the employee or the skilled trades. So what are you Kay - I am primarily talking about? How, what is the? What are the things that leaders need to do to make sure that their employees are well? Sustained from within the African continent. Is there anything else? That's culturally different, that support leaders need to do Global support. It does need to be done specifically for their African employees. Ifeanyi - So yeah, I would say yes. Why? Because you know, when you say Global sales operations, you talk about, we talk about, let's talk about Africa and India Normandy. So Africa is a regional culture. We have to serve a diverse culture. We have diverse cultures and we have people from different countries, including South Africa, and people from Nigeria. And you know, and we call today Petitions. In terms of interaction with Nadia various companies are also different because what they expect, how they expect to be treated also differ by for instance, in Nigeria out, speak from my own experience working for an international organization. I would expect that, you know, sometimes in terms of update timing by climbing to work, how many hours should I do? I need to work, you know, in other countries like in the example United States people work shift different tasks. Slightly in Africa, different people value their religion, right? People to remember, you might want to deploy to enforce new corporations. And then someone would say, look more on today's Sunday. I have to be in church. I can't afford to, you know, to, you know, to leave my religion and be at work, right? They value religion here, people, take it that seriously. And so if you, even if it's a global sales operation special needs, use to consider, you know, treats that they need to put in place then it will be around, you know, ensuring that. No, the Devalue the loop in between the look, the above the contents process and also look at the current environment, you know, and ensure that the ability to incorporate, you know, what people believe their lives of all these I can for instance and idea we have a lot of worries these you need to be able to appreciate how you know, give run this and make sure, you know you are taking note of that. Kay - let them honor the local cultures and local things while providing Global support, right? So let me also add this recently. Ifeanyi - I was talking to a Founder in Newfound of the West part of Nigeria and was helping to set up the sales operations and then because there are too many holidays in Nigeria. And how can I keep my Customers and say, look, this exists? This is what you should be looking at in Nigeria. And this is what is obtainable you have to key in? Otherwise, you'll be employees. Because people want you to recognize that today's a holiday and you have to grant that, right? And if you need to have someone, you know, it has to be that has to be open. Thinny shouldn'tbe something that you have to foreign Force, right? We should have the choices. It looks, I'm going to walk you're pay me extra for today. And you know, all those things that no matter to ensuring that you're able to keep your employees are motivated and engaged. Kay - Yeah, so there is actually a follow-on question from our previous comment that you made, concerning proactiveness. So, I would love to, you know, like to just bring that question up now rather than later. So in terms of being proactive,what are the things that support leaders need to look for? And you can answer it generically and you can call out something very specific to the continent itself. Ifeanyi - So, in terms of proactive, proactive, Outreach or proactive strategy in terms of the engine supporting your customers, I would give one good example, right? So let's come to less constant support. So you need to do it as a business leader. You need to be able to level data. Because from CRM yours, if you have a walk-in too well, automated you have all the trigger setting the right properties and you all constantly update those properties and ensuring that you're able to make sense of the coming in, right? I'm sure you would get a login. Inside. So you need to pay attention, you know bees are leaders who also need Keen support in looking at what the data is saying on a week-by-week basis. What are the top trends? What are the top issues and challenges? Our customers are facing user experience issues. It could be, it could be poor support, you know, from the dissatisfaction Matrix. It could be, you know, it could be product stability. It could be anything, right? So you need to, constantly, look at your data and see what data it is telling you, and then we'll take it back internally to meet with your engineering and product team and see. Here's something that you can resolve internally and ensure that you know, the custom expenses are smooth. So I'm pretty much sure that data will give little insight into you know. Go ideas of productivity and then the second part would be around the customer success approach. Like when you have died in the service business world, where you have a CSM, managing an account and then, you know, perhaps, they are different users, you know, currently using the particular, you know, a particular software and maybe they are some set certain goals that you have. You put it as a benchmark to see that within this given time. Different users should be able to have achieved ours and accomplish different tags. And then after me, You one week or two weeks that you have said and you go through the profile on the portal those and you're just to have to elect review of what the performance of your customers, and then you realize that your customers are performing today represent below what your, your actual expectation? Then you have to be proactive, you need to, you know, engage, you know, you need to further engage your customers and see new ways to understand why they haven't changed at any challenges that you have been and see how basically help them to achieve, you know, achieve those tax. And that way they will Be able to achieve their objectives. Kay - I love how you tied in the proactiveness to the value. You know, part of being proactive is not just, you know, providing that value. So, you can take anproduct, a little girl to a customer LED growth. So, right down there. um, Do you see any differences between B2B b2c andin this area? Ifeanyi - Sure, because when you talk about B2B and b2c, you know that they are different personalities like business, you know, your approach to supporting consumers, who, because early is different from one when you're supporting business businesses. So I'll also speak from my experience working at this half. Our Solutions are C customer success specialists where you know, I have to interact with decision makers, you know, senior managers and you know, ensuring that we can deploy our solutions to meet their daytoday operations. So the Expeditions are usually different from the way the expertise to support them is quite different. From the way customers expect you to support them. So, in terms of business, businesses are looking, at know, the listicle to their business.And, you know, customers are looking at, you know, what do I get right now? How do I have you? Make this happen? Right? But businesses are looking at, how can you, how can you, how can you drive value Falls in on a long-term basis, making sure that our own business, you know, not just supporting us making sure that we are also achieving their desired outcome of, you know, subscribing to your product, right? Not just some tiny thing. Perspective. But from a broader perspective. So when you are talking about the support approach, it has to be like an animalistic strategy like a bigger broader plan strategy to assure them that, you know, you can effectively engage different channels and ensure that they canmeet up with their own business demand. Then when it comes to customers, you know, the Apple 2 would be different because, you know, when it comes to customers saying no, it depends on your business model, right? So if you are looking at say regular or toxin, We'll talk like a regular customer, you know, it's just like taking a total purchase, engaging and interacting with them. And then, everything you know, in technology to ensure that you can keep the interaction going, but if you are talking about, you know, High net worth individuals, or you know, key accounts or, you know,High Revenue customers, then you upload to be different because you have to come up with an personalized approach, like, you know, having like it CS a is CSM, you know, engaging that that customer to ensure that they can get there. Observed outcome. Kay - How do you know there's a lot of discussions around see us being responsible for Revenue, right? So growth through supporters who are how we call it, right? So, where do you go? You see that phenomenon happening in Africa? Ifeanyi - So, yes, when it comes to revenue rights, the expectation is that customer success owns revenue. And also from my experience. Stations where sales will say they are also part of their revenue generation team and then it becomes like a one-sided thing. Maybe they take a few thousand customers and then CS 50%. But ideally, I would say that customer success operations or team wins Revenue. Why? Because they are the ones, you know, you know, after let me, let me, let me take it back. So when your cells bring in you, do the customer success, I expect to provide ongoing support and also, You know, ensuring that you are able to manage that relationship because and by managing the relationship, they are saying historical Behavior pattern that the CSM understands about the customer. And the third point from the service. Might, you know, maybe the last time, this salesperson reached out because it was the last time they requested for a renewal, or they wanted the invoice, but the CSM was a customer. Success managers keep abreast with customers and understand the customer and there has been no, there's been a relationship, you know, you know, in terms of the Of times, they've been with Equity, understand the customer better. And also, you realize that within that experience, you know, people might have changed how you manage it. You know, when you come to change management, people might have cleaned. And then the person who has the buying decision, the decision-making power might have left and if someone else and maybe the CSMalso developed an approach to managing that place on ensuring that you can retain the person. So I would say that the CS team needs to continue managing the relationship anyway. , When it comes to revenue and ensuring that you are able to renew their contract, then you can leave you at the admin lot in the long run bringing a sales team, you know, when they are, you know challenges with you know, baleen, Etc. Kay - A lot of support leaders underestimate the amount of change management that's required. So, you know, I'm glad that you called it outum the other, you know, if you think about the flywheel, see, as kind of comes in the middle. You are tying into sales. We just talked about it, right? Marketing, product development. And I think you did mention on the product development where you talked about the data where we can, we have to harness the key issues that come out and provide it as feedback back into the product. So we have that continuous innovation Loop coming in from support to product. So we talked about that, it would be wonderful to where you think that flywheel is moving towards the continent. When I'm talking about the flywheel. the flywheel of Cs being in the centerand all the other teamstying in into the CSS teams. And recognizing that support is important for the growth of the company, right? So that's the flywheel I'm talking about. Ifeanyi - So, I'll say that. We see a little bit behind from my experience, especially with you, with your new startup. you know, in Africa. So they still believe that you know, more of that, more of the, you know, that up is no Sport and in an customer retention lies with, you know, products, you know, having a great product, having a great marketing team, having a great still stream, right? So but, you know a lot of love of effort for the with love, being made to ensure that, you know, Brands understand the importance of support and you can see that you know, in terms of what I do personally as customer success and failure is I try to talk about about the importance of customer support and raising their awareness to the startups. Can start leveraging understanding the importance of customer success to business and how, you know, how to ensure that, you know, customers are retained. I often give this as an analogy to starting herbs. I always know when I meet with them, and we have this like argument, there's always fallout. And then I make him understand that you know, I look at the customer phone like a basket. It's just like you have the sales. the marketing team bringing customers into your bust into the basket and you don't have any protection on them. Customer success is that protection that keeps your customers and ensures that the engagement is ongoing. Interaction is smooth there getting the prompt service and, you know, they're getting everything that they need to, you know, too, be do remaining loyal customers and also make them, you know, and advocate of the brand. Kay - So, there are a lot of Youth Watching this because you have beaten their leader, and I'm sure,You know, they want to hear the words from you. um, What advice do I want to rap with this question. What advice do you give to those who are aspiring to get into customer support and customer success? Ifeanyi - Yeah, so from experience, you know, I'll take it back to the business and the industry generally, right, you know, customer experience. Most expectations are constantly changing. What you used to know yesterday, might not be what's obtainable today? So you have to keep updating yourself, you know, keep top of the, you know, current industry strengths. Not just saying. Oh, I just got fired yesterday. And now it's 256 presents tomorrow. What, you know, yesterday might be obsolete today. So you need to constantly, you know, engage with cs folks, you know, out there on LinkedIn and ensure that you know, you join those workshops webinars, you know, try to learn new strategies, new approach to CX and keeping yourself. If up to date as to, you know, what happened in the field of customer experience Kay - be they're being proactive to that's what you're saying. So sure that you get to see us so you can be proactive with your customers. So Ifeanyi, It's a pleasure to have you in and share your here, your background, your experience, and get a glimpse of the African. Tenant, super excited to have you on the show. Thank you for your time. Ifeanyi - Thank you so much for having me today. I really, really appreciate this time. Looking forward to more of these conversations.Absolutely by now. So can we confirm that the light is starting? Yes, it is. Okay. Soif I only thank you so much. I appreciate the time you took.
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