Extend the capabilities of your ServiceNow instance with cognitive search and resolve more incidents quickly and proactively
Answers to your customers’ queries reside in multiple knowledge bases within your organization. Your support agents have to constantly move out of the ServiceNow console to retrieve incident-resolving content from these silos. You can help speed things up by providing them with seamless access to scattered knowledge inside the ServiceNow infrastructure.
Customer Satisfaction (CSAT) takes a hit when your customers get irrelevant responses to their queries or help content that they’ve already tried. Empower your support reps with insight into the customer journey before they contacted your support team. Leveraging this insight, your support reps can always provide better and more relevant solutions in the first call/contact.
SearchUnify combines AI with deep learning to provide rich insights into incidents that are resolved, closed or canceled. Once you understand what content helped your agents resolve queries successfully and what they searched for but couldn’t find, you can improve your content strategy and fill the content gaps if there are any.
The easier you make KCS adoption for your support reps, the more successful it will be. SearchUnify enables your agents to search smartly and offers features like ‘Attach to Case’ that help them share knowledge articles easily, which leads to a successful KCS implementation.
For us, technology is just one piece of the puzzle while the vendor and its attitude makes up for the rest. If a vendor doesn’t have the responsiveness or desire to actually look beyond the product and think of a solution, the vendor-customer relationship may be short-lived. This is where the SearchUnify team delighted us with its agility and responsiveness.
As the Zuora Community Strategist, the level of metrics detail that SearchUnify provides for me in the administrator dashboard is impressive and useful. Not only does it give me a glimpse into the behavior of our community’s visitors so that we can create a better, more optimized experience for them, but it also highlights the content gaps so that my team can quickly add needed content in the Community. At the end of the day, we want all Zuora Community users to be able to get the answer they need, as quickly as possible.
The reason we chose SearchUnify over the other enterprise search products is its speed and ease of deployment. It’s an amazingly flexible search product that provides cross-channel content search functionality. I particularly love the fact that we are able to securely share relevant information from all of our portals, whether public or private. Above all, the ability to analyze users’ search behavior and our content’s effectiveness is something that keeps us one step ahead of user expectations.