Deliver effortless self-service experiences and take community engagement up a notch.
Leverage NLP and deep analytics to enhance personalization and improve your CSAT scores.
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.
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.
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.
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.
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.
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.
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.
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.
Know the latest trends and best practices in customer support
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