In today’s fast-paced digital world, customer expectations are soaring. They demand instant answers, personalized experiences, and seamless support across all channels. But are your support operations equipped to keep up? Many companies struggle to scale their support while maintaining a consistent and efficient customer experience (CX). Siloed knowledge bases, outdated processes, and a lack of actionable insights can leave both customers and support agents frustrated.
Cornerstone OnDemand (CSOD), a leading provider of cloud-based talent management software, understands these challenges firsthand. With a rapidly growing customer base of over 7,000 organizations and a staggering 140 million users worldwide, they needed a support strategy that could scale while maintaining exceptional CX and employee experience (EX).
The Challenge: Scaling Support Without Sacrificing the Human Touch
CSOD’s vision is to empower people to be their most extraordinary, and that extends to how they provide support. But their existing systems were hindering their ability to deliver truly exceptional experiences. They faced three key challenges:
- Limited Content Findability: Siloed knowledge sources made it difficult for both customers and agents to find the information they needed quickly. This led to longer resolution times and increased frustration.
- Insufficient Insights: Limited analytics capabilities meant CSOD lacked visibility into content performance, knowledge gaps, and case arrival patterns. This made it challenging to optimize their knowledge base and proactively address customer needs.
- Lack of Unified Search: A disjointed search experience across multiple platforms created friction for both customers and agents. This fragmented approach hindered self-service success and made it difficult to provide consistent support.
Sound familiar? Many organizations face similar roadblocks in their quest to build a modern, efficient, and customer-centric support organization.
CSOD knew they needed a strategic shift. They partnered with SearchUnify to implement a comprehensive, AI-powered solution that addressed their key challenges head-on. The results? Let’s just say they’re pretty impressive.
The Impact: A Glimpse into the Power of AI-Driven Support
We’re not going to spoil the surprise entirely, but here’s a sneak peek at the game-changing impact CSOD achieved:
- A whopping 98% increase in self-service resolution rate. Imagine nearly doubling the number of customers finding answers on their own, without ever needing to contact support.
- A significant boost in customer satisfaction (CSAT) scores. Happy customers, stronger relationships, and a healthier bottom line.
- Enhanced agent efficiency, leading to faster resolution times and improved productivity. Empowered agents, better workflows, and a more engaged support team.
Want to know exactly how they did it?
We’ve captured all the details, strategies, and insights in a comprehensive case study. It’s your blueprint for building a truly world-class, AI-powered support organization.
Download the full Cornerstone OnDemand case study now and discover the secrets to their success!