Your customers have high expectations for your support experience.
Your customers have been taught through 18 years of exposure to Google, to expect highly relevant content when they search for it. Anything short of this negatively affects conversions, consideration, and commerce.
Settling for a basic, generic search solution on your self-service portal and agent knowledge base directly affects your company’s ability to increase your CSAT, retain your customers and deliver the best-in-class service that aligns with your brand promise.