The cloud-based service market was worth more than $270 billion in 2020. In 2022, the numbers have gone up even more. Every business now wants to migrate to the cloud, and for good reasons. Cloud-based management platforms make it easier for any business to scale. At a time when every process is digitized, not opting for a cloud management platform makes very little sense. It’s the single biggest contributing factor to the success of several small businesses.

Globally, the cost of living is skyrocketing – in the US, inflation hovers near a 40-year high, topping Americans’ concerns for the country, while Canada’s official inflation rate rose at a 6.8% annual pace this past April, a new 31-year high. Prices for everyday necessities – food, shelter and gas – are on the rise, as the COVID-19 pandemic is driving up the costs of raw materials and impacting global supply chains.

Retail, at its core, is all about connections between brands and their customers. Increasingly, AI is becoming the interface for these brand connections, and is also a necessary relationship facilitator as customer expectations evolve. Prioritizing the customer experience is now essential to driving loyalty and growing revenue, as retailers today compete on customer experience just as much as price.

It is a digital world indeed, and one in which software, in its various forms, stands as a vital component of daily life. Also known as “on-demand” software, Software as a Service (SaaS) refers to a licensing and delivery model whereby software is licensed on a subscription basis and hosted centrally. A SaaS cloud-based service is accessible through an internet browser, rather than users needing to download and install software on a PC or business network.

Customer support tickets come in various shapes and forms, and from multiple channels – webforms, email, messaging and live chat. When a ticket enters a support team’s inbox, many companies triage it, tagging it based on the topic or urgency, and route it to the appropriate agent or team. This process helps streamline workflows, ensuring the right eyes are on the right ticket, and issues are resolved as quickly and accurately as possible.