Empower agents to access case resolving content faster enabling increased agent productivity and elevated CSAT
SearchUnify indexes multiple content sources and provides personalized recommendations using AI, ensuring that agents solve cases more efficiently and with greater accuracy.
In the hyper-digital world, customers expect blazing-fast responses from the support agents. However, data silos might exacerbate their response time within the Salesforce Service Cloud console. Not anymore! SearchUnify’s 55+ native connectors index all the disparate content sources—Khoros, Jira, MadCap Flare, etc.—so that the support mavens can find answers instantly without leaving Salesforce infrastructure!
When self-service falls short, the ball rolls into your support teams’ court as a ticket. That’s when Escalation Predictor analyzes case data to gauge customer sentiment, type of issue, and the likelihood of escalation within the Salesforce Service Cloud instance. Afterwards, the app intelligently prioritizes and routes the ticket to the best-fitting agent. This way, it reduces TAT and AHT.
When an agent runs a search query, SearchUnify’s algorithms proactively decipher its context based on the existing ticket within the Salesforce Service Cloud console. Subsequently, the most relevant content is displayed right at the top of the SERPs. The quicker the answers are found, the better resolution delivery. On top of that, the ability to boost search results manually based on keywords, synonyms, popularity, etc., helps further elevate the experience. The results? Improved TTR and user experience.
Not all solutions reside in the knowledge bases. Some require inputs from Subject Matter Experts (SMEs). This is where Intelligent Swarming comes in. Instead of keeping your customers in a waiting room limbo or ping-ponging tickets from one agent to the next, it lets the assigned agent connect with SMEs on collaboration tools like Slack within the Salesforce Service Cloud console. Impeccable, right?
Believe it or not, the success or failure of a business is impacted by KM and KCS. Next-gen apps like KCS Enabler can help. It accelerates knowledge creation and populates new knowledge articles using KCS-recommended templates. It also generates in-depth reports that provide you with actionable insights to outline effectiveness, contributor analytics, and articles with room for improvement.
While every business aims to provide customers with blistering-fast resolutions, reaching that state can be a challenge. Enter Real-time Analytics. The in-depth reports, be it content gap or relevancy analysis, paint the full picture in front of the service managers so that informed decisions can be made to improve the CSAT score and CX.
Know the latest trends and best practices in customer support
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