SearchUnify for Gainsight Customer Communities

Amplify Your Community Success with Enterprise Agentic Platform

Leverage NLP and deep analytics to enhance personalization and improve your CSAT scores.

Integrate Disparate Repositories for Unified Community Experience

Community members often fail to self-serve despite the presence of relevant content in the existing knowledge bases. Revolutionize content discovery with SearchUnify’s 50+ out-of-the-box connectors like Salesforce, SharePoint, Appinium, etc. Subsequently, enable anytime-anywhere access of the relevant content to the right person at the right time; and make your Gainsight Customer Community a one-stop shop for all things support.

Enable Personalized Content Recommendations

Redefine personalization with SearchUnify’s AI and ML algorithms. Trace digital footprints in the form of information users create and access. Then, accordingly recommend content based on their role, profile, access permissions, behavior, and preferences.

Guide Users to Relevant Results with Intelligent Navigation

One way to keep your members happy is by offering a tailored experience. SearchUnify’s intelligent UI analyzes user search history to decipher intent and power Rich Snippets and Smart Facets. While the former simplifies answer delivery, the latter ensures every query is matched with apt facets to surface better results.

Keep Community Engagement in Focus with AI-Powered Relevance

SearchUnify’s AI and ML algorithms leave no stone unturned to deliver personalized relevance. Its NLU algorithms help you gain a firm understanding of what your users are searching for, considering the use of synonyms and lapses in grammar and spelling. You can also manually tune the results for better relevance and engagement.

Help Community Managers to Combat Burnout with Community Helper

SearchUnify’s Community Helper can be a game-changer in driving your community engagement. It is an ‘always on’ bot that keeps an eye on unanswered threads and discussions to provide meaningful responses round the clock. It taps into your repositories to frame personalized, uncanned, and sentiment-aware responses on the fly; thereby taking significant burden off your community team’s shoulders.

Step Up Self-Service Support with Intelligent Chatbots

SearchUnify’s chatbot leverages unsupervised machine learning, NLU, and search insights to mimic human-like interactions with your community members. In addition to boosting CSAT, these intelligent bots can resolve L1 and repetitive queries with ease, freeing up your agents for more high-value engagements and complex tasks.

Improve Case Deflection to Drive Maximum Value from Your Community

When self-service falls short, the ball rolls into the support team’s court as a ticket. SearchUnify enables two-stage case deflection before rolling the ticket. So the moment a customer starts filling out the case creation form, SearchUnify matches every phrase and word to recommend in-the-moment content—right within the form.

Make Smarter Decisions with Insights Engine

Leverage SearchUnify’s deep analytics to gain actionable insights into the customer journey and user behavior. The platform also helps keep a tab on customer service KPIs like case deflection, user engagement, CSAT score, etc. Tap into these learnings to identify search trends and content gaps. Then, accordingly devise an informed strategy to plug them and make informed, data-driven decisions.

Real World Customer Success Stories

Accelerated ROI

Proven performance

Trusted by industry pioneers.

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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

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Improved Content Visibility