Sorin AlupoaieMay 19, 20214 minHow to build a culture of knowledge-sharingA few months back I had the opportunity to talk with over thirty Support Engineers, most working for established software companies with...
Sorin AlupoaieApr 8, 20214 minHow to mine a feature request for better product decisionsNo 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...
Sorin AlupoaieFeb 15, 20215 minHow to get customers to "see" your SaaS Knowledge BaseYou finally have the help center you are proud of. Probably you spent months talking with the product team, reading support tickets,...
Sorin AlupoaieJan 21, 20216 minOff the shelf support automation with GPT-3Helping the customer help himself is undoubtfully one of the most important things you can do in Customer Support. For this you need two...
Sorin AlupoaieDec 10, 20204 minAuto-crafting a message reply, and other GPT3 use casesIn this issue, I continue my exploration of GPT3 with a deep dive into some interesting use cases of this technology in Customer Service....
Sorin AlupoaieNov 17, 20205 minThe tale of a sarcastic bot, and other GPT-3 storiesThis post was originally published in CustomerThink Something huge happened in the AI space this summer. A major breakthrough in the way...
Sorin AlupoaieNov 9, 20207 minHow to build and grow your Help Center with Data AnalyticsThis post was originally published in CustomerThink A knowledge base is a great way to help customers find the answers they need before...
Sorin AlupoaieOct 7, 202011 minDeconstructing the technical stack of a modern SaaS productThere is a lot of advice for early stage SaaS startups (or any other business building a new SaaS product) on finding the right customers...
Sorin AlupoaieSep 18, 20207 minA gentle introduction to Statistics on CX dataThis post was originally published in CustomerThink With the advent of data-related technologies in the last decade, it has become common...
Sorin AlupoaieAug 28, 20209 minGPT-3 and the (unhyped) future of AI in Customer SupportThis post was originally published in CustomerThink. The act of having a natural conversation with a machine was depicted in numerous...
Sorin AlupoaieAug 4, 20205 min5 Practical Ways to Automate Ecommerce Customer ServiceThis post was originally published in HelpScout's blog. Consumers are buying online in greater volumes than ever. Sales are up, which is...
Sorin AlupoaieJul 18, 202013 minHow to deflect customer support tickets with Zendesk and Dialogflow AIThis post was originally published in Chatbot's Life Self-service is undoubtedly an essential part of the customer journey with clear...
Sorin AlupoaieJun 5, 20206 minHow to improve agents experience using design thinkingIn this article, we will show how to apply design thinking methodology to improve agents' workflow in your customer service organization.
Sorin AlupoaieMay 28, 20208 minDemystifying AI automation for customer supportThe way to understand how AI automation (i.e. bot, virtual assistant) works in customer support is to look at how humans are responding.