Sorin Alupoaie
How to build a culture of knowledge-sharing
A few months back I had the opportunity to talk with over thirty Support Engineers, most working for established software companies with...
Sorin Alupoaie
- Apr 8, 2021
- 4 min
How to mine a feature request for better product decisions
No matter how great your product is, there will be gaps between what the customer needs and what the product offers. So if you work in...
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Sorin Alupoaie
- Feb 15, 2021
- 5 min
How to get customers to "see" your SaaS Knowledge Base
You finally have the help center you are proud of. Probably you spent months talking with the product team, reading support tickets,...
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Sorin Alupoaie
- Jan 21, 2021
- 6 min
Off the shelf support automation with GPT-3
Helping the customer help himself is undoubtfully one of the most important things you can do in Customer Support. For this you need two...
167 views0 comments
Sorin Alupoaie
- Dec 10, 2020
- 4 min
Auto-crafting a message reply, and other GPT3 use cases
In this issue, I continue my exploration of GPT3 with a deep dive into some interesting use cases of this technology in Customer Service....
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Sorin Alupoaie
- Nov 17, 2020
- 5 min
The tale of a sarcastic bot, and other GPT-3 stories
This post was originally published in CustomerThink Something huge happened in the AI space this summer. A major breakthrough in the way...
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Sorin Alupoaie
- Nov 9, 2020
- 7 min
How to build and grow your Help Center with Data Analytics
This post was originally published in CustomerThink A knowledge base is a great way to help customers find the answers they need before...
215 views0 comments
Sorin Alupoaie
- Oct 7, 2020
- 11 min
Deconstructing the technical stack of a modern SaaS product
There is a lot of advice for early stage SaaS startups (or any other business building a new SaaS product) on finding the right customers...
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Sorin Alupoaie
- Sep 18, 2020
- 7 min
A gentle introduction to Statistics on CX data
This post was originally published in CustomerThink With the advent of data-related technologies in the last decade, it has become common...
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Sorin Alupoaie
- Aug 28, 2020
- 9 min
GPT-3 and the (unhyped) future of AI in Customer Support
This post was originally published in CustomerThink. The act of having a natural conversation with a machine was depicted in numerous...
77 views0 comments
Sorin Alupoaie
- Aug 4, 2020
- 5 min
5 Practical Ways to Automate Ecommerce Customer Service
This post was originally published in HelpScout's blog. Consumers are buying online in greater volumes than ever. Sales are up, which is...
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Sorin Alupoaie
- Jul 18, 2020
- 13 min
How to deflect customer support tickets with Zendesk and Dialogflow AI
This post was originally published in Chatbot's Life Self-service is undoubtedly an essential part of the customer journey with clear...
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Sorin Alupoaie
- Jun 5, 2020
- 6 min
How to improve agents experience using design thinking
In this article, we will show how to apply design thinking methodology to improve agents' workflow in your customer service organization.
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Sorin Alupoaie
- May 28, 2020
- 8 min
Demystifying AI automation for customer support
The way to understand how AI automation (i.e. bot, virtual assistant) works in customer support is to look at how humans are responding.
245 views0 comments