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    Recorded - available as on demand webcast

    There is an ever increasing focus on reducing customer support costs while improving customer satisfaction. While these appear to be conflicting objectives, new tools can support both goals, however the design and deployment of such technologies requires careful planning and analysis as well as the use of specific knowledge engineering approaches.

    In this session, we will demonstrate how correctly structured knowledge components and highly focused use cases can significantly improve Customer Satisfaction scores and call center efficiencies. We will use the example of an industrial company with a large product catalog and illustrate how a helper bot can retrieve information precisely for either a customer or a customer service agent. We will also illustrate routine processes that can be automated with relatively low levels of effort.

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    Earley Information Science Team
    Earley Information Science Team
    We're passionate about enterprise data and love discussing industry knowledge, best practices, and insights. We look forward to hearing from you! Comment below to join the conversation.

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    [RECORDED] Product Data Mastery - Reducing Returns to Increase Margin Through Better Product Data

    Improving product data quality will inevitably increase your sales. However, there are other benefits (beyond improved revenue) from investing in product data to sustain your margins while lowering costs. One poorly understood benefit of having complete, accurate, consistent product data is the reduction in costs of product returns. Managing logistics and resources needed to process returns, as well as the reduction in margins based on the costs of re-packaging or disposing of returned products, are getting more attention and analysis than in previous years. This is a B2C and a B2B issue, and keeping more of your already-sold product in your customer’s hands will lower costs and increase margins at a fraction of the cost of building new market share. This webinar will discuss how EIS can assist in all aspects of product data including increasing revenue and reducing the costs of returns. We will discuss how to frame the data problems and solutions tied to product returns, and ways to implement scalable and durable changes to improve margins and increase revenue.