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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 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! The ROI of AI Customer Support and Service Jan 15, 2025 - 9 AM PST Learn More AI Workshop On Demand - Every Two Weeks Learn More Webinar Case Study: Get the most out of Slack Jan 29, 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 Trusted by

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Download Knowledge Management to Knowledge Intelligence Forget clunky knowledge management! KI, powered by AI, makes it smarter and more helpful for customer support. It learns, creates, and shares knowledge. KCI, an advanced KI approach, prioritizes valuable content and guides workflows. The result: exceptional customer service through intelligent knowledge. Please enter your business email ID Please enter a valid name with alphanumeiric value Scaling Technical Support Smarter: Anjuna Security’s AI-Driven Success Story In the dynamic world of cloud security, delivering cutting-edge solutions isn’t enough—technical support must match the pace of... The Future of AI in Technical Support: Big Ideas for 2025 As we step into 2025, the role of AI in customer support is not just about keeping pace with change; it’s about reshaping the very... 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 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. Download now Knowledge Management to Knowledge Intelligence

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.

Position Digital Marketer Location Remote Employment Type Part Time Job Description Collaborate with team members to execute sales and marketing campaigns, leading brainstorming sessions to execute marketing plans for internal and external projects Help gather, analyze and present the brand, competitor insights, trends, and data Contribute to other lead generation and customer-acquisition activities, such as sales enablement, media promotion, networking, trade shows, and events Coordinate public relations and outreach initiatives, including press release distribution, awards, company announcements, and speaker proposals Measure and report the performance of marketing campaigns, gain insight, and assess against goals Objectives of this Role Lead the marketing team for the implementation of effective marketing programs that achieve company and client objectives Assist in the execution of a variety of marketing initiatives that drive brand awareness, trial, and distribution, including the day-to-day execution of marketing campaigns, promotions, and sales support Support the development and execution of sales and marketing materials, adapting scopes, timelines, and deliverables as needed for maximum benefit Build skill sets and engage in ongoing education for the company Skills and Qualifications Bachelor’s degree in Art, Marketing, Business, or a related field 1+ years experience with marketing, sales, or advertising Hands-on experience developing campaigns and promotions Proven success in a fast-paced environment, working with a team and individually Exceptional oral and written communication skills, and presentation ability If interested, Email your resume with LinkedIn profile to apply@ascendo.ai

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Position Product Designer Location Remote, United States Employment Type Intern / Full time Fresher Job Description Design, build, and deliver high-quality UX. Create storyboards, wireframes, high-fidelity designs, and interactive prototypes to guide design and development. Work with the product team and actively contribute to the product development process Define the user experience processes and design standards Develop and maintain a strong design language in line with the brand’s ideology Establishing user testing criteria and improving designs based on feedback Create and maintain documentation for the design system and other assets required for developing the product Objectives of this Role As part of our growing digital team, we are looking for a talented Product Designer. If you are : Creative and don’t stop with the first solution Bold and go out of our way to innovate Curious to learn and grow with the team We think you would be the perfect fit Skills and Qualifications Experience and passion designing for the low/no code app building space or for enterprise customers and/or developers or Automation/Integration/Connector space. Excellent communication (written and verbal) and interpersonal skills. Demonstrated experience with the full range of product design, interaction design, and visual design. Experience with web and mobile application design. Understanding of the trade-offs involved in design tools and techniques. Attention to detail especially to tiny interaction details that delight users. Passionate about joining a small team and building a company. Knowledge of HTML and CSS If interested, Email your resume with LinkedIn profile to apply@ascendo.ai

Position Web Developer Location Remote, United States Employment Type Full Time Job Description Meet regularly with business stakeholders and management to understand and refine business and functional requirements and determine project scopes and specifications Develop and maintain strategic operational systems, tools, and processes, including participation in tactical and strategic development projects Ensure software stability via regression, support quality assurance, and perform unit and user-acceptance testing to identify bugs and ensure production operations run successfully Work quickly and carefully to complete small edits requested by customers, develop plans for completing larger projects, collaborate with colleagues, and suggest new solutions to improve existing websites Perform UI designs and coding, creating reusable objects and templates, wireframes for web pages and email templates; manage maintenance, updates, expansions, and scaling of each design Perform regular file backups to local directories for recovery Objectives of this Role Consistently create well-designed, tested code using best practices for website development, including mobile and responsive site design Create websites and user interfaces, using standard HTML/CSS practices, while incorporating data from back-end databases and services Create and maintain workflows with teams to provide visibility and ensure workload balance for consistent visual designs Develop or validate testing schedules, addressing all browsers and devices to ensure various computers can access content Maintain updated knowledge of new and emerging industry trends and technology Skills and Qualifications Bachelor’s degree in web design, multimedia design, or a related field Experience planning and developing websites across multiple products and organizations Working knowledge of web applications, programming languages, and web services, such as APIs, CSS, CSS3, cross-browser compatibility, HTML, HTML5, JavaScript, JQuery, PHP, security principles, REST, SOAP, and web user interface design (UI) Proficiency with content management systems, including WordPress and Drupal Dedication to innovative, sophisticated designs and collaborative problem solving Working experience in Windows and Linux environments If interested, Email your resume with LinkedIn profile to apply@ascendo.ai