Analytics, Automation, Tech Support

Zero Touch Support

Imagine you are driving your car in the highway. Your wife calls you on your mobile phone; and as you are driving, you are not able to pick up the phone and answer her. You have two options now to talk to your wife

Analytics, Tech Support

Delighting Customers with Social Media Analytics

Today, enterprises have the mandate to deliver delightful customer experience throughout the product lifecycle to retain their customers. Fostering positive relationships with customers is possible only if an enterprise can exceed customer expectations. Social media has played a vital...

Tech Support, Thought Leadership

Optimised supply chain management for tech support enterprises

In the era of bimodal tech support, tech support firms need to have a strong digital strategy to future proof their services to cater customer demand. One such strategy is reducing cost through Optimised supply chain management. I have already written a blog on "Adjacent service...

Tech Support, Thought Leadership

Adjacent service strategy for the millennial customer

In my previous blog, I had mentioned that bimodal tech support is the game changer in the tech support world. IoT is taking the world by storm. This gives OEMs an opportunity to build positive relationships with customers post purchase by delivering extraordinary after sales support...

Tech Support, Thought Leadership

Bimodal tech support - the game changer

Michael Johnson was once called the fastest man in the world. The track superstar had an unorthodox style of running with a stiff upright position accompanied by short strides, unlike other runners who ran with their bodies bent forward accompanied by long strides. It’s a unique...

Automation

Enterprise Automation in the disrupted world

Infrastructure and operations enterprises are experiencing an exponential growth in computing, storage and network technologies. Many enterprises have moved to the cloud and some are taking the plunge to the cloud. Automation of tasks, processes helps enterprises to save costs, grow...

Thought Leadership

Analyzing Customer Behavior

Welcome to the new world of discerning customers. Armed with technology and a seemingly infinite volume of information at their fingertips, these customers are impatient, assertive and fickle.

Thought Leadership

Creating lifetime value for customers

Having a steady stream of customers is fine, but how do you ensure customer loyalty for a lifetime? Customer Lifetime Value (CLTV) measures just this. By examining customer value – not just in the present day, but over a period of around 20 years – businesses can better retain regular,...

Tech Support

Do you know your customer?

There are different traits and characteristics that human beings exhibit. I would like to classify customers in 5 categories. Understanding them and serving them becomes imperative for enterprises. Customer service agents and tech support engineers should be fast in analysing the type...

Marketing

What's the Purpose of this Brief... Ms CMO?

The world is buzzing with new ideas. Technology is redefining the way brands interact with customers. Tapping the keyboard has given way to tapping the wrist as command prompts. That's giving way to facial and gesture based interaction that allow us to make mobile payments or complete...

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