Delivering Next-Gen CX & EX with the Powerful Duo of Salesforce & SearchUnify

Delivering Next-Gen CX & EX with the Powerful Duo of Salesforce & SearchUnify

Customer experience is among the most influential drivers of successful businesses — one bad experience, and you’ll surely drive customers away. PwC surveyed 15,000 consumers and discovered that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. This is why businesses are investing in CRM solutions to optimize interactions across touchpoints and build long-lasting relationships.

Whenever there’s a mention of CRM, Salesforce comes to mind. It constantly pushes to unite marketing, sales, commerce, service, and IT teams to elevate brand engagement and user experience. Over 150,000 big and small organizations across the globe trust Salesforce and its various products like Cloud, Community, Platform, etc. to improve self-service experiences, elevate agent productivity, and boost knowledge sharing.

Everything is great until you are working within the Salesforce ecosystem. But the moment you need to access and analyze knowledge residing outside Salesforce, things start going haywire. This is where SearchUnify kicks in. In this blog post, we’ll chalk out how Salesforce and SearchUnify together deliver a more immersive and relevant experience.

The Swivel-Chair Effect

Your support reps struggle with the swivel-chair effect when the required content resides outside Salesforce Cloud and Platform. Since enterprise data is scattered across platforms and systems nowadays, your support team has to toggle between multiple apps and consoles. This platform-hopping results in long wait times and delayed resolutions, thus taking a toll on CX.

Similarly, community members have to scour different platforms for effective self-service if the content they need doesn’t reside on the Salesforce Community.

Salesforce + SearchUnify = Stellar CX & EX

Salesforce is a sheer delight while working within its ecosystem. But you also need to provide a single gateway to necessary knowledge to your users, both internal and external. This is where SearchUnify kicks in.

SearchUnify is a unified cognitive platform that fuels enterprise search and an ecosystem of AI-powered applications. Its out-of-box, 35+ native connectors help create a unified discovery experience for your support mavens, community managers, and knowledge managers within the Salesforce instance.

How SearchUnify Perfectly Complements Salesforce Properties

Gain a firm understanding of how SearchUnify amplifies Salesforce properties to delight customers and build valuable relationships.

1. Ameliorates Content Findability

SearchUnify’s unified cognitive platform integrates all disparate content sources within your Salesforce console and ensures instant access to information, regardless of where it resides. Consequently, end-users are able to successfully self-serve in the Salesforce community.

Agents also get instant access to case-resolving knowledge in the Salesforce Service Cloud, which reduces handle and response time. Unified content discovery in the Salesforce platform also empowers employees and partners to access enterprise-wide information in a jiffy, boosting their productivity and efficiency.

2. Adds Relevance to the Mix

Imagine how frustrating it can be when one search leads to another, and the process continues forever. To save you from all the trouble, SearchUnify offers automatic and manual rank optimization. Based on the query’s context, its ML algorithms automatically rank the case-resolving content in the order of relevance. You can also manually tune the results by customizing the ranking mechanism to ensure relevant information is always on top.

3. Provides Valuable Insights

SearchUnify is well-trained to track user behavior, search queries and their outcomes, content usage, top conversations, etc. Knowledge managers, community managers, and support leaders can leverage these metrics to dig deeper into search usage and conduct an effective content gap analysis.

SearchUnify also provides real-time insights into user journeys from across all touchpoints. Then, it leverages this data to personalize customer interactions, predict escalations, analyze case sentiments for prioritization, and boost first contact resolution.

4. Offers Smart Apps

SearchUnify powers a suite of next-generation applications to augment agent efficiency within the Service Console, power personalization and self-service success within Community Cloud, and boost knowledge sharing within the Salesforce Platform. The ecosystem of apps includes Intelligent Chatbots, Agent Helper, Community Helper, Escalation Predictor, and KCS Enabler.

Unlike the traditional chatbots, SearchUnify’s chatbot is built on a cognitive framework and leverages machine learning to self-learn and conduct human-like interactions. True to its name, Agent Helper is the right-hand man to support mavens. It surfaces relevant case-resolving knowledge for faster resolution and suggests SMEs for complex issues.

Moving on to Community Helper, it leaves no stone unturned to keep engagement on the boil. It also provides round-the-clock contextual responses on unanswered threads so that no community member feels neglected. Next in the queue is Escalation Predictor that helps to curtail unanticipated ticket escalations by analyzing case sentiment and extracting user intent. It also facilitates intelligent triaging to minimize mean time to resolve (MTTR). Last but not least, KCS Enabler revolutionizes information discovery to accelerate knowledge creation and drive self-service success.

Don’t Just Take Our Word For It; Hear A Success Story!

Idaptive, a leading Identity-as-a-Service (IDaaS) provider, integrated technical documentation within Salesforce with SearchUnify and elevated support outcomes with a 21% increase in case deflection and a 15% increase in agent productivity. Read the complete success story here, check out the spotlight here, and visit SearchUnify on the AppExchange.

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Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

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