In a recent global survey, 88 percent of customers expected that brands should have a self-service support portal.
Customer communities have, therefore, become go-to platforms to boost customer success, engagement, and experience. After all, they are helping to self-serve, share ideas, solicit customer needs, and so on.
One of the top-tier community platforms is inSided.
It is a renowned customer success community platform that has transformed itself into a business growth driver in no time. Also, it empowers organizations to reduce support costs, improve customer satisfaction, and increase retention expeditiously.
But, disparate knowledge repositories have always restricted users from successfully unlocking the full potential of the platform.
This is where SearchUnify comes to the rescue.
Bonafide Duo: SearchUnify + inSided
SearchUnify is a unified cognitive platform that revolutionizes information discovery, fuels an insights engine, and exacerbates AI-powered app deployment. Together, inSided & SearchUnify take self-service experiences and customer success to the next level.
Let’s find out how.
1. Unifies Disparate Repositories to Boost Community Experience
Content findability has been a recurring challenge for community members. SearchUnify’s 55+ out-of-the-box connectors help revolutionize platforms by surfacing the right information at the right time, within the platform itself. This helps meet community members’ expectations and boost self-service outcomes.
2. Delivers Personalized Recommendations
Reimagine personalization with SearchUnify’s AI and ML algorithms which enable content recommendations based on user role, profile, access permissions, behavior, and preferences.
3. Augments Relevant Results Display with Intelligent Navigation
Embossed with Rich Snippets and Smart Facets, the platform serves as a game-changing move by expediting answer delivery and surfacing better and more intelligent results on the go within the inSided community.
4. Reinvents the Wheel with Community Helper
SearchUnify’s Community Helper is a game-changer that helps drive community engagement. This is an ‘always-on’ bot that provides meaningful responses round-the-clock to unanswered threads and discussions. It taps into your repositories to frame personalized, uncanned, and sentiment-aware responses on the fly; thereby taking a significant burden off your community team’s shoulders.
How exciting, isn’t it?
5. Propels Self-Service Support with SUVA
Another interesting app that makes SearchUnify an excellent fit for the inSided platform is its intelligent chatbot which helps mimic human-like interactions using unsupervised learning and NLP. This bot helps improve CSAT and resolve L1 queries at length, leaving a lot of room for the agents to take up complex tasks and foresee high-value engagements.
6. Ameliorates Case Deflection
Ticketing occurs when self-service fails. But SearchUnify enables two-stage case deflection. This helps the inSided platform in recommending matching phrases or words the customer is looking for while filling out the case creation form, thereby, encouraging in-the-moment content and improving case deflection.
This is how SearchUnify’s capabilities serve as a perfect accompaniment to the inSided community for impeccable self-service experience and customer success.
But, don’t take our word for it. There is a lot left to be explored.