Search Adoption - Still a struggle?

Divanshi Arora

• May 08, 2023 07:15

In today's fast-paced business world, time is a precious commodity. Enterprises need to be able to find information quickly and easily in order to make informed decisions and stay ahead of the competition. This is where enterprise search comes in. Enterprise search is the process of searching and retrieving information from various sources within an organization. It allows employees to quickly and easily find the information they need to do their jobs.

However, despite the many benefits of enterprise search, adoption can be a challenge. While enterprise search can be an effective tool for self-service, some users may still hesitate to use it. One common reason for this is that users may prefer to talk to a human instead of searching for information on their own. Employees may be resistant to change, or may not understand the benefits of using enterprise search.

There are a few reasons why users may feel this way:

 

• Lack of confidence

Some users may lack confidence in their ability to find the information they need through enterprise search. They may worry that they will miss important information, or that they will not be able to understand the search results. In these cases, users may prefer to speak with a human who can guide them through the information and answer any questions they may have.

 

• Need for reassurance

In some cases, users may simply need reassurance that they are on the right track. They may worry that they are not asking the right questions, or that they are not using the right search terms. Speaking with a human can provide them with the reassurance they need, and help them feel more confident in their ability to find the information they need.

 

• Personal touch

Finally, some users may simply prefer the personal touch of speaking with a human. They may feel more comfortable talking to a real person and may appreciate the ability to ask follow-up questions or get additional guidance as needed.

While it is understandable that some users may prefer to talk to a human instead of using enterprise search, it is important to note that there are also many benefits to self-service. For example, self-service can be faster and more efficient than waiting for a human to become available. It can also allow users to access information at any time, without having to wait for business hours or for a specific person to become available.

In order to address users' hesitation to self-serve, it is important to communicate the benefits of self-service and address any concerns they may have. For example, providing training and support for enterprise search can help users feel more confident in their ability to find the information they need. Additionally, providing a straightforward and user-friendly interface can make self-service easier and more intuitive.

In conclusion, promoting the adoption of enterprise search for self-service requires communication of the benefits, making it easy to use, providing training and support, and encouraging feedback. With these strategies in place, enterprises can help employees get the most out of enterprise search and achieve greater productivity, better decision-making, and improved collaboration.

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  Divanshi Arora

  • May 17, 2023 07:16

  Sahana sahana @... Roxanne Hoare Would love to know your thoughts about the same. 

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  Roxanne Hoare

  • May 17, 2023 07:32

  Hi Divanshi Arora, 

  Totally agree for greater adoption providing training (live/recording) explaining the benefits and showing how easy it can be is key. And incorporating demonstrations in every opportunity you can to show off its ability. 
  Our customers took to it pretty well in the community but after every webinar we do we get lots of feedback saying they learnt something new. 

  For our internal team members our veterans were slow to change and needed tips for how to write search terms etc to gain better results. For our newbies it has become part of the onboarding experience so the adoption is certainly on the increase. 

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  Divanshi Arora

  • May 30, 2023 10:11

  Roxanne Hoare - This makes complete sense. It is insightful to read and understand how self-service can embark on completely different journeys for employees vs. customers or partners. 

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