How AI-Powered Search and Relevance Make Your Support Experience Smarter

Providing high-quality and timely support is key to establishing and maintaining a strong relationship with your customers, whether they are consumers or your business partners. Making that support readily available, relevant and accessible not only builds trust and brand loyalty, but also increases the likelihood that your customers will buy more of your products and services as well as recommend your company's offerings to their peers. Organizations also recognize that most customers and partners would prefer to resolve their first-line support issues themselves, provided they can do so quickly and easily. According to research and advisory firm, the Technology Services Industry Association (TSIA), the second most-popular preferred channel for product support after Google is self-service. In its 2018 TSIA Support Services Benchmark survey of its member organizations, the firm found that 80% of respondents are using self-service up from 61% of those surveyed in 2017. Freeing up support staff from continually dealing with the same sort of low-level queries over and over again means that your company can empower and focus those employees on identifying, fielding and resolving more out-of-the-ordinary and complex support cases.