Blog

The Role of Enterprise Search in B2B Online Communities

The Role of Enterprise Search in B2B Online Communities

According to HBR, 81% of customers prefer self-solving their issues before reaching out to a support representative. Gartner predicts that by 2020, customers will manage 85% of the relationship with an enterprise without interacting with a human. That’s a clear indicator that customers love self-service, which is good for businesses because it means higher customer satisfaction at reduced support cost. Now, the question is “how do you empower your customers to self-serve?” And the answer is a powerful enterprise search solution.…

Read More

Leveraging Cross-Channel Search to Empower Self-Service

Leveraging Cross-Channel Search to Empower Self-Service

One of the biggest challenges that rapidly growing hi-tech companies have to contend with is self-service support. In order to deliver seamless support and service, businesses had to rely on an army of service agents, which shot up the support costs. Also, having help content scattered across multiple platforms created a significant barrier towards delivering a unified customer experience. By leveraging cross-channel search to empower self-service support, businesses can reduce support costs and increase case deflection. Moreover, an enterprise search platform…

Read More