Keep Your Online Community Vibrant and Healthy with Limited Resources
Community managers have to constantly monitor and respond to community discussions to fuel engagement. Having to manually do that with a limited pool of resources makes the job highly challenging. Community Helper is an ‘always on’ bot for your community that keeps an eye on new community discussions and threads and provides meaningful responses round the clock.
Providing a relevant answer is as important as responding timely. Community helper is a completely configurable and easily trainable search-powered application that goes way beyond automation. It uses configurable templates—which are sentiment adaptive—and taps into cognitive search data and your content repositories to frame personalized auto-responses.
Another area where it can be helpful is identifying duplicate or similar threads. Not everyone asks a question with the same words. This often leads to the creation of duplicate discussion threads. Community Helper can scan all queries and respond to all of them. It can also be leveraged to merge those duplicate threads and redirect questions that it can not answer to experts who solved similar cases earlier.
Every community manager has their own strategy, which depends on the community’s maturity, KPIs, and goals. Community Helper, therefore, is easily trainable and totally configurable. From identifying the threads apt for responding to framing the responses, you can control every aspect of it, including the wait time, the tone of the responses, and the escalation process.
SearchUnify provided responsive project management, high technical acumen and timely communication throughout our deployment.
After implementing SearchUnify, the quality of support improved significantly as our support heroes could access relevant information.
For us, technology is just one piece of the puzzle while the vendor and its attitude makes up for the rest.
The level of metrics detail that SearchUnify provides for me in the administrator dashboard is impressive and useful.