The SupportOps Blog

We’re bringing our Fireside Chat series back as promised and this time, we’ve got Camille Emefa Acey, Vice President of Customer Success at Disco joining us. Bridging the gap between Support and Success is essential these days for the customer and the company. Improving collaboration and aligning Support and Success on the same business outcomes […]

There is no silver bullet to transforming your CX org with AI. Change does take time but as they say, time is money and can also be futile to frictionless CX. If you’ve ever wondered, “At what point am I ready to utilize AI for CX/support ops?” or, “What do I need in place to […]

Somya Kapoor reflects on a challenging but good 2022, and shares why 2023 is already looking up.

“It’s foundationally about bringing the data from all your different systems, deriving insights, and using those insights to make outcome-based decisions.”

CX-oriented companies are looking for better, more-effective solutions to deliver across-the-board customer satisfaction. AI-driven customer insights provide a big part of the answer.

“Putting the customer first” is a deeply ingrained staple of the services industry. There are a lot of great things about it, but it is also the poster child for the current reactive state of the customer support model.

We recently sat down with Forrester Analyst and VP Kate Leggett to hear her thoughts on the future of AI-enabled SupportOps. Her answers provide solid guidance on what’s coming next.

The stakes have been raised on delivering an exceptional customer experience. Eliminating any friction that may give a customer reason to churn is now key.

It seems that every customer wants their service provider to rise to the occasion, only this time they’re looking for an easy, effortless resolution to their issue. And why wouldn’t SaaS companies provide this?

Thanks to AI-enablement, you can automate more complex and efficient approaches to prioritizing your tickets.

Todd discusses some of the challenges his company has faced as it has grown, and how Blueshift has used TheLoops to help address some of those challenges.

“You’re going to see an increased focus on the importance of taking care of the customers that you have right now and ensuring that they stay. It’s about sliding up the scale from reactive, to proactive, to preventative.”

Successfully operating in a “product-led” environment means gaining visibility into the entire customer journey. Ultimately, this is what TheLoops was designed to help businesses achieve, unifying disparate, siloed data from across your organization into a holistic, convenient dashboard view that can be shared across the organization.

Since support is the “face” of the service experience, it is a key player in revenue retention. And a realtime support experience powered by intelligent SupportOps can drive an extremely efficient revenue retention growth strategy.

TheLoops transforms customer support from a reactive cost center to a proactive growth-oriented operation differentiating a company’s product services.

The role of customer support has evolved and today is undergoing a remarkable transformation, and its effect on product led growth is happening now.

Here at TheLoops we have developed a new framework. It’s a continuous cycle that feeds into both your product development and business operations with the ultimate aim of increasing efficiency over time.

The world of “product led growth” requires a new customer lifecycle that is aligned with the business, reflects how customers are consuming your digital products and synchronizes with your business operations.

TheLoops and Support Driven held a community roundtable with senior customer support professionals to discuss the use of technology within a Support team and how these leaders have fought for buy-in from senior management and the lessons they learned along the way.

TheLoops and Support Driven recently held a community roundtable with senior customer support professionals to discuss the use of technology within a customer support team and how it can be best used to empower team members and an organization as a whole.

We sat down with Somya Kapoor, CEO of TheLoops, to get her insights into what the major trends will be this year and how they will impact customer support.

In part two Somya speaks about contextual awareness and how it will enable businesses to deliver innovative, revenue driving solutions. Here are some of her opinions…

In part one Somya speaks about founding the company and the issues it resolves in a support context. Here are some of her thoughts…

October 18-20, is nearly upon us and we cannot wait to meet you in Las Vegas to discuss how our intelligent support operations platform can benefit digital businesses by improving resolution time and reducing escalation to assure the life-time revenue of your customers.

In a recent interview Ravi Bulusu, CTO of the TheLoops, outlined the story behind the company and how he sees it moving forward in the next twelve months or so. Here are some of his thoughts…

You’ve built a killer app and users are flocking to you. Now begins the hard work of commercializing that success and quite literally hanging on to existing revenues. While customer acquisition is where the story begins, retention is where your digital business will live or die.

Last year, Salesforce highlighted that the number one priority for support leaders is to upskill support reps with product knowledge. In this blog post Somya takes a look at this important trend.

Investment Led by Dell Technologies Capital Positions Company to Meet Significant Demand for Agile, Intelligent Support Operations

Transforming your customer support experience with contextual awareness can transform your business.