Supercharge Customer Support with Ascendo AI's Chrome Extension. AI-powered (NLP & NLU) CRM integration for faster issue resolution and expert identification. Insights from your CRM Enable agents to get resolution suggestions right from your CRM. Highlight the right pieces of knowledge pertinent to problem resolution. Capture tribal knowledge to drive consistency across agents of various ability and tenure. Standardize quality of resolution. Use it from Simple to Complex issues Get fully automated Knowledge intelligence to only improve knowledge that is relevant to issue trends. Granular Ability ready for the enterprise to provide knowledge access across various systems of record, business units and product groups. Chrome Extension Get the power of AI without leaving your workflow environment. Sign up for free Trusted by AI for CRM With Ascendo Chrome extension your Customer Service Experience Management takes to the next level. Artificial Intelligence, Machine Learning, Natural Language Processing (NLP) and Natural Language Understanding (NLU) are used to provide predictions on solution, root cause category, sub category for any ticket or case in your Customer Relationship Management (CRM) or other ticketing software. Along with issue resolution as agent assist, support agents can also know the technical support expert. Sign up for free Get started with Ascendo Today Contact us

Speaker: Ifeanyi Nwoke Experience Dialogue Cultural Changes that we see within CX in the African continent Speaker: Ifeanyi Nwoke May 27, 2022 Previous Item Next Item Does your client portfolio include international customers or do you expect it to in the future? If so, it’s important to bring cultural awareness to every aspect of your customer Journey. Failing to incorporate cultural diversity into your CX strategy can cost your business and result in lost sales potential. According to Symantec's "State of Privacy Report 2015,"💡 👉 On average 57 percent of Europeans feel uneasy about the security of their data. 👉 78 percent of Spaniard respondents reported feeling insecure. 👉 Germany came second at 62 percent. 👉 In contrast, UK-based customers reported feeling relatively comfortable about their data with less than half of the respondents being wary. This dialogue will cover: 1. Cultural changes that we see within CX in the African continent 2. How are we preparing our youth to be part of the CX role? Where are the opportunities? 3. How can teams tap into the talent coming from this community? A lot of people believe that when it comes to customer experience that's generally where people come in. Quality service and time taken for their queries are expected by customers in Africa too. But, as you know, a lot has changed in the last 1-2 years, especially with the advent of covid, consumer customer expectation as well. In the case of customer campaigns, people generally no longer rely on responsive service alone. They expect, you know, brands of businesses to be active with the savings. Brand experience and being comfortable with the endorsement approach are also essential. People are trying to identify areas where they have challenges and you know, practically solving those issues and also, how the customer journey breaches the ax approach. So customers have certain expectations and then when it comes to that choice point, customers also expect personalization. There isn't just one common approach to reaching customers during selective torture. For example, send a blast email to each customer and say, look, we have this update, trying to personalize conversations from support to general communication, making sure customers feel valued, fueling value. People in Africa say that I want to talk to the people of my country. Brands appreciate it when they recognize their looks and Mr. Social, so they'll appreciate Bronze. Try to personalize the approach to the interaction and interestingly also the customer. Also, customers are brand innovators and are thinking very fast in terms of their products for services, and support. Not only that, the deployment program chain is where we are and will continue to improve and then they are not seeing improvements. Customers come to you now to say, look, we need this. They know what they want and what is demanded of them. So they expect brands to be very innovative in their product offerings. And then one last thing in terms of data security. There are scenarios where customers feel hesitant to use their card, your cartoon mobile app, or maybe your web application because they are afraid of losing their money. So there is a need for trust, they need to increase, in terms of their approach, telling customers about them, they are on top of the data. protection policy, ensuring that they are keeping their data secure and that any information entered into the system. When you say global sales operations, you are talking about many countries like Africa and India, etc. Africa is a regional culture, and we have to serve a diverse culture. Africa also has diverse cultures and people from different countries, including those from South Africa and Nigeria. In Africa slightly different people value their religion, people should remember that you may want to deploy new corporations to enforce it. They value religion out there, and people take it seriously, even if it is a global sales operation for special needs, it has to be ensured. From your CRM, if the walk-in is very thorough, then automated all triggers are setting the correct properties and constantly updating those properties and ensuring that you can make sense of getting noticed for it. is required. What are the major issues and challenges? Which our customers are facing or user experience issues. It could be this poor support, the dissatisfaction matrix, it could be product stability. This could be anything, so would have to constantly look at the data and see what data it is telling you, and then it could be handled internally for the engineering and product team to meet and see. Different users should be able to achieve our goal and have different tags. And then a week or two weeks later you go through the profile on the portal and just choose to review the performance of your customers, and then find out what the customers are performing today. Then there has to be proactive, know-how, and customers need to engage more and look for new ways to understand why they haven't turned up on any given challenge and see how to help them achieve it. , and thus they will be able to achieve their objectives. So this is how most of the expectations are constantly changing, what you knew yesterday may not be met today? So you have to keep updating yourself. We know about the strengths of the current industry, so you need to engage with CS people, constantly. Join those workshop webinars, try to learn new strategies, and new approaches to CX, and sustain yourself. Ifeanyi is a seasoned CX leader based in Africa. In addition to his accolades in CX, Ifeanyi has helped empower African youth to get into CS.

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Speaker: Noelle Jones Ranzy Leadership, Growth, and Success Without a Degree A Conversation with Noelle Jones Ranzy Speaker: Noelle Jones Ranzy March 19, 2025 Previous Item Next Item This podcast explores the evolving landscape of career success, challenging conventional norms around education and leadership. This episode features Noelle Jones Ranzy, a seasoned corporate leader, who shares their unconventional journey from earning a GED while managing a contact center to ascending to executive roles without a traditional degree. The discussion delves into hiring philosophies, the creative essence of customer support, and the balance between formal education and real-world experience. Key Takeaways: Leadership thrives on entrepreneurial thinking, adaptability, and problem-solving—not just credentials. Career growth is possible without a degree, driven by mentorship, initiative, and continuous learning. Customer support is a creative field, requiring nuanced human interaction and innovative solutions. About the Speaker: Noelle Jones Ranzy is the Director of Global Customer Support and Success at a leading SaaS company, with over 20 years of experience in corporate leadership. Their non-traditional path—from obtaining a GED mid-career to being headhunted by Fortune 500 companies—highlights the power of mindset and resilience in professional advancement.

Knowledge Management to Knowledge Intelligence Traditional knowledge management (KM) struggles to keep up with the ever-changing needs of businesses. This white paper proposes Knowledge Intelligence (KI) as a solution. KI leverages AI to transform KM from a static system to a dynamic assistant for customer support teams. KI goes beyond finding information. It can learn and create knowledge, identify knowledge gaps, and share expertise across teams. This paper also introduces Knowledge Centered Intelligence (KCI) - a comprehensive approach to KI. KCI utilizes AI to identify high-value content, connect knowledge across departments, and guide knowledge workflows. Implementing KCI offers numerous benefits such as identifying common customer issues, improving content quality, and optimizing self-service options. It empowers businesses to deliver exceptional customer service through a foundation of knowledge and intelligence. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us

Speaker: Jonathan Shroyer Turning Customer Service into Profit Centre Speaker: Jonathan Shroyer January 19, 2023 Previous Item Next Item Jonathan Shroyer is the Chief Customer Experience Innovation Officer at Arise Virtual Solutions Inc. With more than 20 years of industrial experience, Jonathan has been a part of companies like Microsoft, Monster Worldwide and led customer support and success at Postmates, Autodesk, Kabam, and Forte Labs, and has co-founded Officium Labs. He is currently revolutionizing customer experience in the gaming industry by using his CX Maturity Model, which has been successfully implemented at Arise. Ascendo is addressing the optimization of Support Operations within enterprises so that they can serve their customers better, optimize workflow for their agents and provide dashboards for insights on risk, churn analysis, and visibility for the senior managers. We are revolutionizing SupportOps in the same way that DevOps and RevOps have transformed other areas of business. In the last 3 years, we have created a G2 category and are ranked #1 in user satisfaction. Customer service is still viewed as a cost center and with the increasing and ever-changing customer demands, this perception is further strengthened. However, when utilized correctly, customer service could be one of your biggest revenue generators.

Experience the Power of GenAI for Your Customer Support. Take a self-guided tour to see what Ascendo AI can do for you. Trusted By Countless organizations place their trust in us, knowing that we deliver exceptional results and unmatched reliability. Ascendo Product Tour - Experience our innovative solutions Revolutionize your customer service and support with our state-of-the-art AI-powered copilot. With over 1800 pre-built use cases, it delivers unparalleled support in managing and enhancing your customer interactions. Say goodbye to long wait times and hello to happy customers! AI teammate Cognitive Spares Watch Demo Resolution Agent Cognitive Search Agent Watch Demo Resolution Agent AI Bot - Voice Agent Watch Demo AI Teammates Support Services AI Teammate Watch Demo Data Integration Privacy Agent Watch Demo Knowledge Agent Knowledge Agent - KCS Methodology Watch Demo Resolution Agent How to Use Ascendo AI in ServiceNow Watch Demo Knowledge Agent Knowledge Intelligence with Ascendo AI Watch Demo Resolution Agent Junior Agent Troubleshooting a Problem to Resolution Watch Demo Resolution Agent Agent Assist to Fully Automated Resolution Watch Demo AI Resolve Expert Agents Using Ascendo to Aid Solution Watch Demo Resolution Agent Customer Getting Self-Service Watch Demo Resolution Agent Customer to Agent Handoff through AI Bot Watch Demo Resolution Agent AI Companion for Zendesk Watch Demo Knowledge Agent Voice of the Customer Product Insights Watch Demo Resolution Agent Magic of Ascendo with Confluence Spaces Watch Demo Resolution Agent Constructing a bridge between Confluence and Ascendo Watch Demo Resolution Agent AI Agent Assist in Slack Watch Demo Resolution Agent Automatic Knowledge Creation in Slack Watch Demo Resolution Agent Using Slack as a Customer Support tool Watch Demo Resolution Agent AI Omni Channel Inbox Watch Demo AI Inbox Agent Flow for Bots Watch Demo AI Inbox Filters in AI Box Watch Demo Resolution Agent Automatic Agent Assignment Watch Demo Resolution Agent Agent Swarming through Ascendo AI Watch Demo AI Inbox Agent-Initiated Ticket Creation for Escalated Interactions Watch Demo Resolution Agent AI Companion for Salesforce Watch Demo Resolution Agent Auto Categorization of Issues Watch Demo Voice of the Customer Unveiling Ticket Intent Watch Demo Voice of the Customer Setting Abstraction Levels of Ticket Categorization Watch Demo Voice of the Customer Streamline Product Feedback Watch Demo Voice of the Customer Building Smarter Knowledge Bases Watch Demo AI Field Service Fully Autonomous Field Service Management Watch Demo Cognitive AI for Tickets/Cases Cognitive AI for Next-Gen Ticketing Watch Demo Ticket Free Resolution for Issues NO TICKETS Support Watch Demo ServiceNow Constructing a bridge between ServiceNow and Ascendo Watch Demo Support Channels Multiple AI Bots Watch Demo ServiceNow AI Companion for ServiceNow Watch Demo AI Agent for Field Service Ascendo Gen AI Agents for Field Service Management Watch Demo Data Integration PDF Parser Watch Demo Testimonials Immerse yourself in the inspiring stories of our customers who have found immense joy in our product.

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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 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 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 Please fill the form in below link to watch the webinar video click here Previous Item Next Item how-to-unlock-the-value-from-every-customer-interaction-with-AI

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