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.

Speaker - Karpagam Narayanan Creating Knowledge Magic with Salesforce and Slack Speaker - Karpagam Narayanan November 11, 2022 Previous Item Next Item 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. Utilize knowledge objects in Salesforce to be able to bring value in Slack.

This report presents the findings from compensation benchmarking research conducted among Senior professionals in the Support and Service community. The study explores how AI integration impacts compensation trends, job security, and career growth opportunities. The results are based on an analysis of responses to key questions, highlighting significant differences between roles involving AI and those that do not. Insights from this report aim to help organizations adapt their compensation structures to attract and retain top talent. This comprehensive report delves into the impact of AI integration on compensation trends within the Support and Service community. By analyzing survey data, we explore how AI influences base salaries, bonuses, job security, and career growth. The findings are presented with clear visualizations and accessible interpretations to ensure relevance for a wide audience. To learn more, delve into the research paper. Download Senior Support & Service Community: AI’s Impact on Compensation Trends This report presents the findings from compensation benchmarking research conducted among Senior professionals in the Support and Service community. The study explores how AI integration impacts compensation trends, job security, and career growth opportunities. The results are based on an analysis of responses to key questions, highlighting significant differences between roles involving AI and those that do not. Insights from this report aim to help organizations adapt their compensation structures to attract and retain top talent. This comprehensive report delves into the impact of AI integration on compensation trends within the Support and Service community. By analyzing survey data, we explore how AI influences base salaries, bonuses, job security, and career growth. The findings are presented with clear visualizations and accessible interpretations to ensure relevance for a wide audience. To learn more, delve into the research paper. Please enter your business email ID Please enter a valid name with alphanumeiric value AI Agents in 2025: Redefining Technical Support with Precision and Partnership As we approach 2025, the conversation around AI’s transformative power is shifting from speculation to strategy. In his recent article,... The Evolution of Service: How AI Agents Are Shaping the Future of Support As the technology services sector embarks on what promises to be a transformative year, businesses are navigating a delicate recovery... 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 This report presents the findings from compensation benchmarking research conducted among Senior professionals in the Support and Service community. The study explores how AI integration impacts compensation trends, job security, and career growth opportunities. The results are based on an analysis of responses to key questions, highlighting significant differences between roles involving AI and those that do not. Insights from this report aim to help organizations adapt their compensation structures to attract and retain top talent. This comprehensive report delves into the impact of AI integration on compensation trends within the Support and Service community. By analyzing survey data, we explore how AI influences base salaries, bonuses, job security, and career growth. The findings are presented with clear visualizations and accessible interpretations to ensure relevance for a wide audience. To learn more, delve into the research paper. Download now Senior Support & Service Community: AI’s Impact on Compensation Trends

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. Download Auto Categorization at Ascendo 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. Please enter your business email ID Please enter a valid name with alphanumeiric value AI Agents in 2025: Redefining Technical Support with Precision and Partnership As we approach 2025, the conversation around AI’s transformative power is shifting from speculation to strategy. In his recent article,... The Evolution of Service: How AI Agents Are Shaping the Future of Support As the technology services sector embarks on what promises to be a transformative year, businesses are navigating a delicate recovery... 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 Modern Support Experience, one of the greatest challenges that industries face is to identify the Root Cause and Symptoms of the high volume of issues coming in at an incredible velocity. With the gathered data from multiple data sources and immensely varied information, it gets harder to identify and establish the latent causes for problems. Ascendo brings to you one of its most utilized and successful components, Auto Categorization, which is built on state-of-the-art Natural Language Processing techniques and Deep Learning algorithms. 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. Historical information needs to be crystal clear to understand the data based on past information. Making past data expertly classified and immaculately accurate is a task that is extremely time-consuming and strenuous. It is not difficult just because of the enormity of the data, but also due to inconsistencies in human thinking. When issues are being described by the end customers, people describe problems in their own ways without adding any context to the components of those problems. Moreover, agents and other experts could think of multiple solutions, causes, and symptoms for the same problems which increases the complexity of normalizing your data, therefore introducing multiple ways to understand the same type of data points. The standard way of solving this problem is to make use of expert knowledge. This method introduces multiple points of consideration, making the available solution hard to be implemented: Thousands of historical data points are needed. Each data point needs to be filled in with expert knowledge and accurately defined. Even for a small support team, about 17.5 hours per week is spent manually classifying problems. Multiple people talk about the same issue differently! The list of problems keeps expanding as the product expands Possibility of multiple unknown issues Mapping new problems with the existing list of problems causes inaccurate classes of category assignment Inaccurate learning Manual work hurts getting the Voice of the customer feedback into the product in a timely manner Not understanding issues in real time is an impediment to providing proactive support. Ascendo Recommendation 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 their own bucket. Download the full whitepaper to read more on this. Download now Auto Categorization at Ascendo

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 AI Agents in 2025: Redefining Technical Support with Precision and Partnership As we approach 2025, the conversation around AI’s transformative power is shifting from speculation to strategy. In his recent article,... The Evolution of Service: How AI Agents Are Shaping the Future of Support As the technology services sector embarks on what promises to be a transformative year, businesses are navigating a delicate recovery... 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

Augmented Agent In modern customer support, Agents want to have a more satisfying experience where they’re more productive, efficient, and capable in their role. Tracking down minute details of ever-evolving issues and finding relevant solutions take a significant amount of effort and time, which agents want to avoid. At the same time, because now the agents would have access to relevant knowledge, contextual information and intelligent workflows, supporting customers will turn out to be more efficient. A smart agent augmented with AI, will have the wisdom of resolving issues faster, reduce escalations, know the customers better and provide the best overall support to them in a short amount of time. Augmented Agent is a part of Ascendo’s intelligent system wherein he is guided towards relevant solutions that get predicted based on contextual analysis of problems and get to observe customer insights which further helps him in the decision-making process and performing required actions. Moreover, Intelligent routing augments the agent experience by ensuring that team members don’t have to constantly pass clients over to other staff members to find someone who can properly support the customer in question. On the other hand, Ascendo can also direct problems to be assigned to expert technicians or agents who have worked on similar issues in the past. 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 AI Agents in 2025: Redefining Technical Support with Precision and Partnership As we approach 2025, the conversation around AI’s transformative power is shifting from speculation to strategy. In his recent article,... The Evolution of Service: How AI Agents Are Shaping the Future of Support As the technology services sector embarks on what promises to be a transformative year, businesses are navigating a delicate recovery... 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

Ascendo webinar is a live event with the purpose to give an overview of Ascendo to the audience. Our Webinars focus on what leaders can do to elevate their customer support experience, and reduce churn, and customer engagement. With these webinars, you would know, that a proactive and predictive system is one of the needs of the organization and how Ascendo will fit in this role. Watch our latest webinars now. Webinars Experts who have changed customer service experience forever Watch now Install slack app Fill the form for free access to all our webinars Full Name Enter the valid name Work Email Enter the valid business email address Start watching Please check your inbox for the webinar video link Our Exclusive Webinars 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 How to make proactive support happen? - Infinera customer support success story with Ascendo.AI Leading customer support organizations are constantly looking for ways to improve their efficiency and adopt a more proactive approach to resolving customer issues and improving the customer experience 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 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. 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, spreading knowledge to help colleagues and serve customers efficiently. Watch now Watch our most viewed webinar Watch now Our Speakers Our experts run the webinars. You can tune in for case studies, best practices, product demos, tips and tricks and thought leadership. Know more

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.

Leading customer support organizations are constantly looking for ways to improve their efficiency and adopt a more proactive to resolving customer issues and improving the customer experience 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 Make Proactive Support happen? - Infinera Customer Support Success Story with Ascendo AI Leading customer support organizations are constantly looking for ways to improve their efficiency and adopt a more proactive to resolving customer issues and improving the customer experience Please fill the form in below link to watch the webinar video click here Previous Item Next Item how-to-make-proactive-support-happen-infinera-customer-support-success-story-with-ascendo-ai

"Explore the future of customer service with AI and machine learning trends. AI Unleashes Potential in Self-Service, Assisted Support, & Beyond! Download our 2024 predictions for Customer Service teams to stay ahead and position your operations for success. Uncover quick wins & position your service for future success. Don't miss out!" Download 2024 Predictions for Customer Service Teams "Explore the future of customer service with AI and machine learning trends. AI Unleashes Potential in Self-Service, Assisted Support, & Beyond! Download our 2024 predictions for Customer Service teams to stay ahead and position your operations for success. Uncover quick wins & position your service for future success. Don't miss out!" Please enter your business email ID Please enter a valid name with alphanumeiric value AI Agents in 2025: Redefining Technical Support with Precision and Partnership As we approach 2025, the conversation around AI’s transformative power is shifting from speculation to strategy. In his recent article,... The Evolution of Service: How AI Agents Are Shaping the Future of Support As the technology services sector embarks on what promises to be a transformative year, businesses are navigating a delicate recovery... 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 Big developments are taking place in the world of customer service, as AI promises to transform the knowledge we gather from customer interactions. By leveraging vast amounts of available data, AI has the potential to exceed customer expectations and deliver a superior experience across multiple channels around the clock. This comprehensive research report explores the future trends of AI and machine learning trends in Customer Service. This includes LLMs, GPTs, Copilots, RAG applications, etc. With the rise of Domain Language Models (DLM), discover how AI is making a significant impact on customer experience in five key areas: 1. Self-Service 2. Assisted Service 3. Knowledge Management 4. Interaction trends 5. Support Operations Logistics Download your copy of the 2024 predictions for Customer Service teams to uncover the potential of these technologies, identify quick wins, and position your Service Operations for future success. Download now 2024 Predictions for Customer Service Teams