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Become an expert in the latest trends, best practices, and enabling technologies in the customer experience space through our latest reports, eBooks, videos and more.

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  • Webinar Replay

    Win More Business Through a Game-Changing Customer Experience

    In this webinar, Jim Tincher, CEO of Heart of the Customer, Nicole Geosits, Manager of Customer Happiness at Acuity Scheduling, and Kaan Ersun, SVP of Marketing at Solvvy, explored the customer experience shift that places a premium on the CX roles prior to the sale. Nicole delved deeper into the steps she is making to adapt to this shift in responsibility and discussed what she is doing to differentiate Acuity’s customer experience.

    Watch Replay
  • eBook

    Words To Use and What To Say

    As support representatives working the frontlines, most of us could use a reminder on best practices for working with customers through email.

    Read Now
  • eBook

    Make Your Help Center Smarter and More Relevant

    With key industry metrics and trends skewing in favor of self-service, support-driven organizations are turning to make their help centers more current, robust and smarter.

    Read Now
  • White Paper

    Leading the Digital Transformation

    With the advent of technologies like cloud, mobile and AI, most businesses are witnessing a transformation from traditional modes of operation to modern digital ways. In order to be successful in the digital realm, businesses need to incorporate certain core values in every customer transaction and interaction.

    Read Now
  • Infographic

    The Basics of Artificial Intelligence Decoded

    Artificial Intelligence, or AI, has come a long way since its inception in 1956. Simply put, AI refers to the theory and development of computer systems that are able to perform tasks that usually require human intelligence. This infographic from Solvvy highlights the key drivers, explains the branches and traces the evolution of AI.

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  • Podcast

    AI Tech Talk

    Solvvy Co-Founder, Justin Betteridge, talks about the role of Artificial Intelligence in the future success of business applications.

    Listen
  • Infographic

    The Building Blocks Of Customer Experience

    Customer experience (CX) is one of the most important aspects to any modern business. Study after study has shown that positive experiences are correlated with higher satisfaction, greater customer retention, and increased purchase behavior.

    View Infographic
  • eBook

    Happy Customers: Proven Support Strategies to Keep CSAT High

    How do you deliver on key support metrics with rising customer expectations? Industry leaders share personal anecdotes and best practices to keep customer satisfaction ratings high. Unravel winning strategies to deliver an outstanding customer experience.

    Read Now
  • Webinar Replay

    The Future of Customer Service with Artificial Intelligence

    In this webinar, Adelyn Zhou, CMO of TOPBOTS, and Mahesh Ram, CEO of Solvvy discussed how AI is impacting the customer care value chain. They explored how to build and design a seamless customer experience with AI and machine learning.

    Watch Replay
  • White Paper

    The Future of Customer Service with AI

    By 2020, customer care is predicted to overtake product and price as the number one way for a business to differentiate itself.  This report touches on the many ways AI is being integrated into customer service.  It covers the essential buy vs build question and highlights the critical questions to ask of any potential AI vendor.

    Read Now
  • Webinar Replay

    How to Use Contextual Knowledge to Improve Agent Productivity and CSAT

    Customer experience teams around the world are struggling to meet rising consumer expectations around service. Your customers expect answers where and when they need it. No hoops. No fuss. No excuses.

    Watch Now
  • eBook

    The Art of Saying No to Customers

    While most thought leadership pieces out there revolve around happy customers, in this eBook, we outline handy tips and tricks around managing stressful customer situations and nailing difficult conversations.

    Read Now
  • Case Study

    Upwork Enables Customers to Get More Done with 13% Self-Service Resolution Rate

    “Since launching Solvvy, we’re seeing a 12- 13% deflection rate for customer service inquiries. Our agents are handling more difficult cases now, not just copying and pasting information—so they’re improving too.”

    Joe Wang, Director of Customer Support, Upwork

    Read More
  • White Paper

    Re-thinking KPIs in a Self-Service World

    Support superstars want to quickly provide accurate answers to customers so an efficient self-service strategy is paramount. But how do you know if self-service is working well for your customers? What KPIs matter most? In this whitepaper we explore the data secrets that identify weak points in your self-service support flow and what to do about it.

    Read Now
  • Case Study

    Peloton Boosts its Service with 25% Self-Service Resolution

    “Providing an immediate answer always trumps speaking with a person, especially if the issue can be solved right there. We’re seeing a 25% self-service rate with Solvvy—outperforming what we’d expected”

    Jason Katz, Senior Manager Member Support, Peloton

    Read More
  • Case Study

    GoFundMe supports Customer Happiness with more than 20% Self-Service Success

    GoFundMe turned to Solvvy to integrate self-service into its customer support. In 6 months, they achieved over 20% self-service resolution and provided more accurate information to their customers.

    Read More
  • White Paper

    Building Intelligence into the Customer Experience

    In this whitepaper, we examine the shift in brand loyalty which is no longer centered on the quality of a product but rather shaped by the complete experience customers have with your brand — in relation to your product, your marketing, your digital footprint, and your service.

    Read Now
  • Webinar Replay

    Proven Support Strategies to Keep CSAT High

    What strategies exist for support executives to create an excellent customer experience despite the growing pressure to keep customer’s happy (which is critical to brand loyalty)?  Learn more in this 45-min webinar replay.

    Watch Now
  • eBook

    Avoiding Burnout: Eight Clear Benefits of AI in Call Center Operations

    In this eBook explores the need for AI in every call center and discussed the KPIs needed to track the success of CX and how AI impacts those metrics

    Read Now
  • eBook

    How AI Will Revolutionize Customer Service

    Read the e-book to learn how artificial intelligence is impacting customer service today, and what support professionals should expect from AI this year and beyond!

    Read Now
  • Case Study

    TaskRabbit Achieves 28% Self-Service Resolution Time

    “Solvvy is great for improving First Contact Resolution because it gives our customers fast, reliable and accurate answers.  We’re beating our goals”

    Yael McCue, Customer Support Lead, TaskRabbit

    Read More
  • Webinar Replay

    Deliver a Magical Customer Service Experience

    Support leaders know the customer service space is quickly evolving. With digital interactions on the rise, there are many great tools and techniques available for companies and teams of all sizes. But which products to pick and what techniques to prioritize?

    Watch Now
  • Webinar Replay

    Four Secrets to Mastering the Art of Self Service

    In this webinar, we explore how to juggle competing priorities like retaining top talent while reducing ticket volume and driving cost savings

    Watch Now
  • Webinar Replay

    How AI Will Revolutionize Customer Service

    Explore practical CS applications of artificial intelligence and machine learning in this 45-min webinar replay.

    Watch Now
  • Case Study

    Rover Decreases Ticket Volume by 24% Overnight

    “The impact was immediate. We saw deflection rates of 24% but the biggest impact was in first response times. Our first response time decreased from 23 hours to 6 hours.”

    Morris Wong, Director of Customer Experience

    Read Now
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