As a support organization, understanding your client’s needs and concerns is crucial for providing effective assistance. But how can organizations build a well-rounded picture of their customers’ needs and wants? Here’s how! Users more often than not share their genuine reviews and feedback on various channels like emails, social media accounts, and more. These formal and informal channels hold the potential to reveal a wealth of information about their opinions and experiences with your products and services. However, processing large volumes of unstructured data like emails, phone transcript ..read more

How Accela Scaled Customer Support & Self-Service Outcomes with SearchUnify Download PDF banner_image Your online community has the immense potential to drive sales, build trust, improve retention, and reduce support costs. But it is only possible if your customers are equipped with relevant help content at the right time. A report states that 83% of customers would use an online community for self-service support if it was available. Source: Higher Logic Accela, a leading US-based private government technology company, aimed at achieving this very goal. They were looking for an overarchin ..read more

Here is Kristin Hunter, Senior Manager of Customer Content Strategy and Operation at Syntellis, discussing her experience with SearchUnify and Knowbler and the transformative impact it’s had on empowering their knowledge workers. Key Takeaways: Hear firsthand from Kristin about their journey with SearchUnify and Knowbler Discover how SearchUnify’s advanced features enhanced knowledge retrieval and productivity at Syntellis Gain insights into the tangible benefits of integrating SearchUnify and Knowbler into your knowledge management workflows Whether you’re a knowledge management professiona ..read more

In today’s fast-paced world, delivering exceptional customer service is crucial for any industry. Customers demand quick, prompt, and effective answers to their queries. More so, they hate to wait and expect service to be delivered 24/7 across multiple channels. However, customer support teams are often grappling with an overwhelming influx of queries, leading to a pressing question: “Who supports those at the forefront of customer support?” While traditional, rule-based AI approaches can tackle this challenge, they have their own set of limitations. Chatbots relying on rule-based or tradition ..read more

Empowering Knowledge Workers with KCS Innovation and SearchUnify A Syntellis Case Study SPEAKERS speaker Kristin Hunter Senior Manager of Customer Content Strategy & Operations Syntellis speaker Lynette Ledous KCS Certified Practitioner & Customer Success & Search Specialist SearchUnify WATCH NOW SUBMIT How does an organization achieve a 23% increase in client search adoption, a 263% increase in search conversions, and an 18% reduction in case volume for 2 product lines? By leaning into Knowledge Centered Service (KCS), cognitive technology and good old-fashioned communication, of c ..read more

Businesses use chatbots to mimic human interactions and take some burden off agents’ shoulders. But, for the chatbot to be successful, it needs to be the right fit for your organization. An ideal virtual assistant generates relevant responses to reduce caseload, support costs, and turnaround time. And that is not it; a smartly crafted bot can simultaneously collect behavioral data and improve the user experience while self-learning from each digital interaction. That’s why businesses nowadays plump for AI-powered virtual assistants over standalone bots.   SearchUnify Virtual Assistant or ..read more

Knowbler For Salesforce, Straight From SearchUnify’s AI Experts Witness the world’s first ML solution empowering employees to create, review, and share knowledge, within their workflows in action Watch Demo SUBMIT In an era where information is abundant, the true challenge lies in deciphering its relevance, context, and application. It’s not merely about having access to data; it’s about knowing ‘why’ and ‘how’ this information fits into our broader strategic objectives – a feat made possible through effective knowledge management. Yet, mastering it is an uphill battle for most support enterpr ..read more

Navigating the Changing Dynamics of Trust & CX in the Age of Generative AI Key Takeaways: Overcome the challenges leading to customer’s mistrust of AI Long-term planning, start internally, and implement incrementally Create engaging experiences for customers & employees Ensure a foundation of curated content & assisted workflow Experience, content & assisted balance to drive Community adoption The post Navigating the Changing Dynamics of Trust & CX in the Age of Generative AI first appeared on Enterprise Search and Analytics ..read more

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Forrester found that 43% of visitors head straight to the search box, while searchers are 2-3 times more likely to convert than non-searchers, highlighting the critical importance of search relevance. Imagine this: you enter a library brimming with knowledge, but the librarian speaks a different language. You ask for a recipe to bake a cake, but instead, get handed a book on astrophysics. Frustrating, right? This is exactly what happens when search relevance goes awry. In today’s digital world, where information overload reigns supreme, search engines are our trusty librarians. But if the re ..read more