unymira Blog

06. May. 2020
Jarrod Davis
4 minute read

CX5 Talks - An Interview with Nate Brown

I talked to Nate Brown, founder of  CX Accelerator about the intersection of CX and technology. Nate is a perpetual student of the world’s greatest experiences and the people who create them. 

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15. Apr. 2020
Leslie O’Flahavan
6 minute read

Five Types of Badly Written Knowledge base Articles (with examples)

A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy, flavorless apple makes a dreadful snack, bakes a tasteless pie, and ruins a green salad. 

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09. Mar. 2020
Chris Rall
3 minute read

How to Use Decision Trees for more Efficient Customer Service

Managing internal information is increasingly complex. This is particularly challenging when handling multiple customer service channels, applications and agent turnover. Complexity makes consistency and accuracy difficult.

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22. Jan. 2020
Carmen Hermle
3 minute read

Why Contact Centers Can't Scale with Salesforce Knowledge

Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer service needs steadily grow, many Salesforce Knowledge users find their specific contact center requirements outgrowing the tool’s features. 

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07. Jan. 2020
Chris Rall
3 minute read

Wikis are Hurting your Customer Service. Here's Why

Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good.

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26. Nov. 2019
Jarrod Davis
2 minute read

Enterprise Search for Customer Service is a Mistake. Here's Why

Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work.

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24. Jul. 2019
Katharina M. Berr
2 minute read

4 Must Have Features in your CRM Knowledge Base Integration

Your CRM and knowledge base are the two main sources of information for customers.

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29. May. 2019
Fabian Eppler
2 minute read

3 Productive Things Agents Can Accomplish during Downtime

Despite our best forecasting efforts, there will be inevitable down time or low occupancy in any contact center.

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25. Apr. 2019
Carmen Hermle
5 minute read

7 Step Checklist for Choosing a Knowledge Base

Your customer service is struggling with information overload, long AHT and inconsistent quality. Step 1 is centralizing your support information into a knowledge base. Here's how to start the vetting process and go about selecting some potential vendors.

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13. Mar. 2019
Chris Rall
2 minute read

3 reasons to use a Knowledge Base with Salesforce Lightning

Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate, up-to-date and easy to find. Ensure all three with a knowledge base.

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