c1b87b39-728a-4e2e-bd4d-37c14285f407 Customer Getting Self-Service

16f0a40a-691c-4ff9-8a04-459e5ca27604 Agent Assist to Fully Automated Resolution

Revolutionize customer support with Ascendo AI search. Go beyond chatbots, find answers instantly. Download AI Search Revolutionize customer support with Ascendo AI search. Go beyond chatbots, find answers instantly. Please enter your business email ID Please enter a valid name with alphanumeiric value 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 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 Ready to learn more? Contact Us In a full support operations platform, the journey starts from the casual information exchange to self-service. In a way, this is the first step in the customer support journey and drives further levels of deeper engagement as the journey continues. Often, this is an afterthought and the focus is only on chatbots. To avoid early escalations and ensure a smooth support experience, it is vital to get familiar with the initial stage early on in the journey. At Ascendo, we want to learn from every customer interaction throughout this journey. We bring to you one of our most useful and advanced components, AI Search. For Ascendo, AI Search is a cognitive way to interact as compared to the conversational way of interactions using chatbots, which is equally important to the latter. We offer this choice to our customers and do believe that support experience encompasses providing customers choices so they can interact in any way they choose. Understanding the Problem: Data in the real world is very convoluted and keeps evolving with time. As products and tools continue to improve, the number of issues and types of issues also increase. These issues keep changing with product changes and can evolve into something similar to what was faced before or extremely unique to how the product has evolved. Almost every industry today suffers from exponential growth in issues. The complexity of issues keeps raising the graph of data points. This pattern hardly stabilizes with growth in product stack and integrations. Currently, support agents tend to spend more than 50% of their time evaluating the problems, let alone finding the right solutions. Solutions can be generated from various data sources that spread around the business. The origin of these solutions can also be very different. This leads to the first major challenge in the support industry, that is, gathering knowledge from widespread information sources. The second challenge is to find the needle in the haystack. The time and efforts required to look for the solution among a million solutions continue to rise with each new solution added to the stack. Current solutions offer little to the customers as they have many obstacles that come their way. Some of them include: Too many Data Marts and Warehouses to be managed Solutions keep evolving and often become outdated Current Search Solutions are key-words focused and miss the context and intent behind the problem Different Solutions can point to the same problem, but are often considered to be different - hence the knowledge stacks keep increasing unnecessarily It is a difficult task to make the knowledge available to the end customers There is no guidance for the agents to dive deeper into the solutions Ascendo Search Engine: Ascendo aims to make the support experience as easy as possible for its customers. The solution has to be simple, smart, efficient, fully integrated with data sources, and most importantly requires little effort and time for users. The solution also has to bring expert knowledge into learning and has to be a continuous learning engine. The feedback loop could simply confirm and enhance automatically created root causes that groups multiple problems into its own bucket. Ascendo provides a No-code and expert-enhanced solution that can be easily plugged into your website and is prediction ready! Download the full whitepaper to read more on this. Download now Support With AI Search

4883dd21-8d08-4795-8add-65a384ed016f Constructing a bridge between ServiceNow and Ascendo

Discover how Ascendo AI integrates with SAP to automate incident management, improve IT operations, and enhance decision-making through AI-driven insights. Ascendo for SAP Ascendo AI employs generative AI to offer comprehensive insights that extend beyond mere symptoms and resolutions. This advanced system predicts a comprehensive range of pertinent details crucial for precise issue handling. From forecasting Customer Satisfaction (CSAT) to evaluating customer effort and performing sentiment analysis, Ascendo ensures accurate and holistic issue resolution. The Power of Ascendo AI Generative AI Knowledge Intelligence Resolve issues as they arise. Know what questions come from customers and how agents are responding. Connect with an existing knowledge base or automatically create new knowledge from conversations. Improve only the knowledge that is required to meet your Self Service and agent quality goals. Predictive Support Insights Ascendo AI continually learns from interactions, giving it the capacity to recognize emerging trends and provide actionable insights for service enhancement. As time progresses, the AI-driven recommendations evolve, becoming increasingly refined and effective in providing guidance for optimal support strategies. Debug Engine Ascendo AI acts as a robust debug engine, specializing in predicting root causes for even the most unique issues. It goes beyond surface-level identification, delving down to the level of individual parts. Additionally, the AI suggests the optimal technician for a given problem, streamlining the entire support process for efficiency and effectiveness. READY FOR PROACTIVE SUPPORT? Connect Now First Name Last Name Email Phone Submit Thanks for submitting! Our Challenge Complex Customer Support cases Complex customer support cases have long been a thorn in the side of businesses. The need for quick and exact resolutions often leads to a cycle of escalating calls, waiting times, and incomplete answers. An aging workforce and the rise of hybrid work environments only worsen the problem. Knowledgeable experts leave the company, and the information nexus shifts further from effective solutions. Sign up for free Our Joint Solution Ascendo AI, a co-pilot for technical support teams that transforms the support landscape. Ascendo leverages AI to extract meaning from every interaction, guiding users through step-by-step problem-solving processes and delivering effective generative AI solutions. It offers real-time, predictive guidance that eliminates the need for consulting multiple sources or transferring tickets. Engineers receive highly accurate game plans with over 90% accuracy. Ascendo transforms customer support by offering accurate, efficient, and innovative solutions that empower support teams and enhance customer experiences. With the ability to integrate seamlessly into SAP Service Cloud and access data from various sources, Ascendo becomes a reliable tool in the hands of support professionals. In conclusion, Ascendo AI represents a significant advancement in the field of customer support, addressing the challenges posed by complex cases, remote work, and outdated information. Its ability to extract insights from interactions and provide tailored, AI-driven solutions revolutionizes the way support teams engage with customers, leading to improved customer satisfaction and business success. Contact us Our Promise

Book a personalized demo with Ascendo.ai to see how our AI-driven platform streamlines IT operations, boosts efficiency, and enhances customer experience Book a demo Discover how Ascendo.ai can help you eliminate support inefficiencies and spot granular consumer insights. Product Integrations Resources Blog Standards Why Ascendo AI? Careers Partners Pricing Contact Us Book a demo Event Take a Tour (All) More... Contact Us

d3de4a95-80e1-4d99-9f75-5a659d256825 NO TICKETS Support

Speakers: Martina Lauchengco The Voice of the Customer in Discovering Markets Developing Products Speakers: Martina Lauchengco August 11, 2022 Previous Item Next Item Experience Dialogue In these interactions, we pick a hard topic that doesn’t really have a straightforward answer. We then bring in speakers who have been there, seen this but approached it in very different ways. Introduction to Topic The voice of the customer is essential for any business in discovering markets and developing products. Many customers, who are already in a stressful or complex situation and need help, may become agitated during an interaction. How do you bubble up the exact issues from their interaction to make meaningful changes? For the product to progress, customer behavior and feedback must be analyzed. Does this lead to product-led growth? Customer-led growth? How important is this customer behavior? What are the ways to learn about customer behavior? The voice of the consumer research should be a group effort involving members of all departments in the company. In this Dialogue we talked about - Importance of customer curiosity Qualitative and quantitative Four fundamentals of Product marketing A product led and a customer led company This Experience Dialogue on the voice of the customer in discovering markets, developing products brings such interesting discussions that will gain an insight into how Martina Lauchengco manages it. This is a space for healthy disagreements and discussions but in a respectful way. Just by the nature of how we have conceived this, you will see passionate voices of opinions, friends having a dialogue, and thereby even interrupting each other or finishing each other’s sentences. Introduction to Speaker Martina Lauchengco Venture Partner at Costanoa Ventures also a famous Author of LOVED - How to rethink the marketing of tech products. She has also helped companies navigate product marketing and their go-to-market strategy as a partner, lecturer, advisor, and board member. Martina is also honored for her craft bringing seminal products to market, including Microsoft Office and Netscape Navigator. Her latest book is also helpful for founders, product managers, marketers, and any leader that wants to win in their market.

Should Companies use Slack or Teams with Their Customers? When you are working with clients on long and complicated projects, nothing is more important than maintaining good lines of communication. Having constant and transparent communication with your clients can help improve your relationship with the client while ensuring that everyone’s time and money are being used effectively. While email and phone calls are the primary forms of communication in business, these methods can be ineffective uses of time and lead to instances of misinterpretation. That is why, when it comes to long-term customer relationships, using a messaging service like Slack or Microsoft Teams can help boost productivity and client satisfaction. These services allow you to stay in constant contact with your customers and shorten the feedback loop, allowing your team to deliver the highest quality product or service in a timely manner. Although these messaging services were built with internal communication in mind, adapting them to client communications takes a bit of adjustment. One popular method of adapting these existing systems for a new purpose is using plugins like Ascendo. These tools provide additional capabilities to handle the different needs of being in constant communication with clients. Unlike Slack’s or Microsoft Team’s normal features, Ascendo allows businesses to better manage customer issues, concerns, and questions and collaborate effectively. With Ascendo you can use ticketing tools, lead discussions about certain files, leverage AI-powered search for easy use, and unlock customer insights not seen before. Companies using Ascendo have already seen huge improvements in customer satisfaction scores and net promoter scores. Download the full whitepaper to read more on this. 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: Ashna Patel Deepdive Voice of the Customer Playbook Speaker: Ashna Patel June 10, 2022 Previous Item Next Item Voice of the Customer Playbooks provide step-by-step guidance needed to have standard ways to respond to specific customer journeys . 👉Using Voice of the Customer (VoC) data to enable understanding the customer journey. 👉facilitates the ability to keep customers satisfied and to retain them. 👉To avoid losing customers, customer service standards need to be set up such that it will guarantee support quality, which comes through the VoC Playbook system. Voice of the customer covers everything from hand-off from sales, onboarding, kickoff, and measurements through renewal. This webinar is a space for healthy discussions and disagreements but in a respectful way. Just by the nature of how we have conceived this, you will see passionate voices of opinions, friends having a dialogue, and thereby even interrupting each other or finishing each other’s sentences. Let’s understand the dynamics of the VOC playbook to define joint success with customers. When we talk about what the customer Playbook, it's about, it's really about capturing those feedback, capturing those moments from the customer set, those expectations with the customer, and then having your processes built around. So as part of your customer Journey which again was the customer placed throughout your customer journey. As a part of your Customer Journey, there are many different areas now, every part of it, there's Playbook. But then there's Playbook Within the and these playbooks are processes and the way that voice of the customer plays around is in each of this area of your Customer Journey. How are you capturing information from your customer? So to answer it means there are different parts but one can start with the onboarding, There are multiple different playbooks that we can talk about. There's the kickoff, there are sales to see as Playbook. And then, as we progress with the onboarding implementation, configuration, and pushing the customer to long-term success. So, throughout that Journey, the voice of the customer plays, because you're capturing data from your customers, you have your processes built out so that you can Capture that data, and then you react against it. The success of your customer starts at the very beginning and also, and We see it starts when customers are knocking on the door . And we want to make sure that everybody, all parties involved, all stakeholders involved are on, they understand that structure. Make sure that everybody's kind of on the same page. That's something that even we have done quite a bit of work to implement and we continuously revise and redefine. What we have done is particularly different for a larger scale of the largest customer so Enterprise Sheedy, customers and then also different for SMB, mid-market customers, the handoff and then the playbooks that we created there are a few changes. But the sales to CS are about who's doing what during this cycle, CS playing some part of it, CSS playing some part of it. Success is handling so onboarding to up, to Renewal to some part of it. So, we make sure that as soon as a prospect becomes a customer the end, CSM is a sign that to onboard that customer CSM and sales members are coming together before connecting with the customer. For the midmarket and smaller team, it could just be book questionnaires that salespeople can answer for the CSM. What we recommend with the Strategic Customer because a lot is involved, there are a lot of stakeholders. We recommend that you take that 15- 30 minutes on your calendar and have that proper hand-off between Sales to CS. So it's a knowledge transfer session that happens between Sales and CS. So that when they do get on that kickoff call, which is the next Playbook after that, they are prepared, they're confident and they know exactly, you know, how to get to the next stage. Help scores could be different from company to company, business, or business. The way that we have it is we have a higher Health score defined and then lower Health score defined and it's just the criteria that we have included in the health score includes all sorts of it, not just about CS it is, It's also about you knowing those support areas to you because the customers getting support from all parts of the business. Renewals are also really important because and you're going to capture a lot of, a lot of information from your customer whether they're renewing, whether they're churning, whether they're reducing, whether they're, expanding whatever that may be at the time of renewal, there's going to be a lot of data that is going to be captured from the customer. That's going to Define how your relationship with the customer is going to progress going forward. So at the end of the day, support and success professionals are the ones talking to customers. They are the ones who know the gut of the customer. As we already have a different set of customers that you can work with. And the way that, if the health score is low, I want to Target them at risk. And then we're tracking those separately and we're targeting those separately already. So there is a whole different Playbook that we played with that customer ahead of time. As we know hardware upselling was always with a lot of benchmarks and with a little more value-driven even decades ago, but now software is also getting more value driven because at the end of the day we know gone are the days where you're just buying it for a workflow like buying a database or something. So here it is to understand that value-driven aspect in every step of the way in a customer's journey and the customer and the transparency right to be able to do that. Ashna is a Customer Success Influencer . In addition to his accolades in CX, Ashna is an emotional intelligence coach with knowledge of relationship building.