Enhance Customer Success with SearchUnify's AI Solutions

Simplify & Scale Your Customer Success Function with AI

Enrich customer & employee experiences to expedite workflows and improve outcomes

Personalize Customer Onboarding

Leverage SearchUnify’s ML and NLP to create dynamic, personalized profiles for each customer based on their role, search behavior, purchase history, and product maturity at scale. Then, suggest content accordingly to create a relevant and tailored UI, thereby delivering a connected and intuitive experience.

Deliver Intelligent Self-Service Experience

Empower your customers to find information on their own in an effortless and smart way. Leverage automatic and manual tuning to fine-tune search results based on keywords, content sources, popularity, article age, etc., so that relevant content always surfaces on the top. Additionally, pin recent bug fixes and trending articles at the homepage to maximize engagement.

Drive Product & Feature Adoption

Gain actionable insights into the features that are being used and ignored by your customers. The advanced algorithm leverages the ultimate goal of the customer w.r.t. product purchase and their journey before and after the purchase to recommend the best features that help achieve those goals. After all, a well-timed nudge can work wonders by sparking curiosity and boosting engagement for the entire product.

Ensure Proactive Support

Stay abreast of what your customers say on social media, online community, review portals, etc., with sentiment analysis. Identify behavioral triggers and negative sentiments to take preemptive measures and fix a problem before it becomes a blunder.

Provide Contextual In-Product Support

Rid your customers of the swivel-chair effect and provide them the help they need inside your app or product by integrating fragmented silos. Empower them to self-serve by ensuring personalized content recommendations. However, if additional support is still required, then give them an option to request it right then and there, so they can get things done without switching tabs.

Identify Upsell & Cross-Sell Opportunities

Monitor customer journey to identify sweet spots where you can make a new product or feature recommendation. With predictive analytics, you can gauge the customer’s likelihood of responding to such offers, thereby functioning as a potent tool to drive upselling or cross-selling.

Real World Customer Success Stories

Accelerated ROI

Proven performance

Trusted by industry pioneers.

View Case Study

Automation Anywhere, a global leader in Robotic Process Automation, sought to enhance support efficiency and improve customer experience by strengthening knowledge capture, VoC integration, and data usability. By deploying SearchUnify Knowbler, they intelligently transformed their content creation, leveraging pre-built templates, AI-generated titles, and customizable prompts to meet real-time support needs more effectively.

Key Outcomes:

Accelerated knowledge delivery, reduced content creation effort, and enhanced support team productivity.

57%

Boost in knowledge creation

37%

More contributing agents

46%

Cut in publishing time

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Accela, a leading provider of cloud-based civic solutions, faced increasing support case volumes and agent burnout. By deploying SearchUnify Agent Helper, the team unified case context, automated response creation, and gained real-time insights into customer sentiment, and achieved faster resolutions and empowered support workforce.

Key Outcomes:

Since the deployment of Agent Helper, Accela has experienced substantial improvements across multiple KPIs.

77.5%

Increase in Total Closed Case Volume

92.7%

Decrease in First Response Time

16%

Increase in Agent Productivity

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Cornerstone OnDemand, a global leader in talent management software, sought to elevate its support experiences and enhance agent productivity. They aimed to achieve this by centralizing fragmented content and gaining deeper insights into customer needs. By implementing SearchUnify's Cognitive Search and Knowbler, Cornerstone OnDemand transformed their knowledge ecosystem, unifying search across all sources, unlocking profound content insights, and streamlining case management through intelligent, AI-driven workflows.

Key Outcomes:

A surge in self-service resolution and boost in CSAT, with improved agent efficiency & faster case closures, and same-day resolutions.

98%

Self-Service Resolution Rate

Higher CSAT

Higher Same Day Resolution

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EBSCO, a prominent provider of online research content to institutions in the eLearning space and beyond, aimed to enhance content discoverability and user engagement. By adopting SearchUnify Cognitive Platform, EBSCO streamlined search experiences with enhanced search functionalities and content weighing, making their research content more accessible. Furthermore, in-depth insights helped in refining content, leading to an increased user engagement.

Key Outcomes:

An increase in Academy content views, stronger learner engagement, and a streamlined user experience across the platform.

125.8%

Growth in Academy Views

↑

Improved Content Visibility