technical support

Customer support trends —Is automation technology replacing the call center?

With the emergence of new support automation technologies, the extent to which call centers were the most efficient solution is being reassessed. As technology continues to improve, there is the question of if call centers will become completely obsolete.

technical support

Introducing Mavenoid’s Flow Advisor - How Flow Advisor Improves Product Support Efficiency

At Mavenoid, we recognize the importance of consistent improvement within our tool and for our customers, and are excited to introduce our latest solution “Flow Advisor.” Gain insights on how Flow Advisor works, what makes it so novel, and how it will improve your team's product support efficiency.

video support

5 Ways Video Support Improves Customer Service

In this post, we’ll cover five key benefits of video support, and why it’s a vital part of a successful hybrid support model.

chatbots

Deflection vs. Resolution: Why chatbots struggle in tech support

This blog post explores the difference between deflection rate and resolution rate, why support chatbots focus on deflection rate, and how your customer support team can measure metrics that count.

technical support

Why GPT-3 is a big deal for customer support

AI text generation is fast approaching human-like levels, revolutionizing the way many industries do business. And it's already making customer support more efficient.

technical support

Introducing the ROI Calculator for Tech Support

Support teams spend ~78% of their time on troubleshooting. That’s time and money wasted. Do you know how much your company spends on repetitive troubleshooting?

technical support

Product support is about pain

Resolving requests is treating pain, but that’s only half the job. The way product support helps move the company forward is by preventing pain.

technical support

Why troubleshooting with AI matters

Large industrial companies spend over 80% of their customer support time on troubleshooting; diagnosing and fixing machines and technical systems that break. Despite this fact, very few companies have a strategy for how

technical support

Technical Support Does Not Scale

There is a dearth of good tooling for technical support. Tooling and automation is what makes other disciplines scale.

chatbots

Customer Support Needs Less Talk, More Troubleshooting

Troubleshooting represents the vast majority of time and money spent on technical support, and indeed all of customer support.