How Namely Catapulted Its Community with SearchUnify
In today’s world of digital data abundance, one thing that isn’t abundant is the customer’s patience. Changed customer attitudes and evolving workforce challenges have pushed the boundaries of CX. It is now replete with self-service options.
But there is no rose without thorns. Self-service portals often fail short of powering up customer experience due to stumbling blocks like limited content discoverability, subpar agent workflows, and little to no content performance insights.
Namely, an all-in-one HR platform, was stuck in the same boat. The firm launched a stacked online community to empower the customers to self-serve, upping the ante of the customer experience. But this rite of passage moment came bearing a few troubles.
One, relevant information was scattered across multiple content repositories, which made it difficult to find. Two, their support team was having a hard time gaining in-depth insights on content performance and content gaps. Three, they wanted to streamline the agent workflow by adopting the KCS framework.
The management got down to the brass tracks and decided to team up with SearchUnify. Let’s see how the platform helped circumvent the challenges:
One, SearchUnify’s native connectors indexed all the disparate information into one place, i.e., Namely’s community. Two, tapping into the data, the platform’s real-time search analytics provided in-depth insights on the content performance to their team. Three, the adoption of SearchUnify’s mastodonic apps—KCS Enabler & Agent Helper—allowed the firm to streamline their agent workflows and implement the KCS framework with ease.
The results? Namely amped up its cumulative case deflection by upto 2,200 tickets per month after the implementation. There was a steep increase of 80% in knowledge article submission from the support teams.
The search clearly yielded more valuable information to your customers, which led to around 45% average M-o-M Clicks to Total Searches.
Want to know the full story? Download the complete case study here.
For more information on our app suite and how it can help your organization, contact your CSM today!
But there is no rose without thorns. Self-service portals often fail short of powering up customer experience due to stumbling blocks like limited content discoverability, subpar agent workflows, and little to no content performance insights.
Namely, an all-in-one HR platform, was stuck in the same boat. The firm launched a stacked online community to empower the customers to self-serve, upping the ante of the customer experience. But this rite of passage moment came bearing a few troubles.
One, relevant information was scattered across multiple content repositories, which made it difficult to find. Two, their support team was having a hard time gaining in-depth insights on content performance and content gaps. Three, they wanted to streamline the agent workflow by adopting the KCS framework.
The management got down to the brass tracks and decided to team up with SearchUnify. Let’s see how the platform helped circumvent the challenges:
One, SearchUnify’s native connectors indexed all the disparate information into one place, i.e., Namely’s community. Two, tapping into the data, the platform’s real-time search analytics provided in-depth insights on the content performance to their team. Three, the adoption of SearchUnify’s mastodonic apps—KCS Enabler & Agent Helper—allowed the firm to streamline their agent workflows and implement the KCS framework with ease.
The results? Namely amped up its cumulative case deflection by upto 2,200 tickets per month after the implementation. There was a steep increase of 80% in knowledge article submission from the support teams.
The search clearly yielded more valuable information to your customers, which led to around 45% average M-o-M Clicks to Total Searches.
Want to know the full story? Download the complete case study here.
For more information on our app suite and how it can help your organization, contact your CSM today!
0
Please sign in to leave a comment.
Comments
0 comments