Driving Customer and Agent Enablement with Improved Search and Integrations
| Use Case | Industry |
|---|---|
| Internal and external use case, Agent use case | Software for medtech |
Challenges and pain points
- Content gaps and inconsistencies: Customers frequently escalated issues to live support.
- Inefficient KB navigation: Search functionality lacked precision and limited filtering options made it difficult for users to locate relevant information.
- Low engagement with articles: Due to outdated formatting, lack of interactive elements and limited visibility in search results. This reduced the perceived value of the KB as a reliable resource.
Solution
- Content enhancement and standardization: Conducted a comprehensive content audit, identifying outdated articles for removal and critical topics for updates. Implemented structured templates to standardize formatting, tone, and style across the knowledge base.
- Advanced search optimization: Upgraded search functionality with features such as categorization filters, synonym dictionaries to address terminology variations across industries and regions.
- Integrations with support platforms: Connected the knowledge base to the ticketing system, enabling agents to retrieve relevant articles directly during ticket resolution. Introduced a feedback mechanism for agents to flag outdated or unclear articles for improvement.
Results and impact
- Improved self-service adoption by 20 percent: Driven by enhanced content quality, search improvements, and customer-facing tools. Ticket deflection rose to 75% and significantly reduced the burden on support teams.
- Increased article engagement by 30 percent: Indicating greater relevance and usability. There was a 15% boost in average time spent on articles with interactive elements like walkthroughs and videos.
- Reduced ticket resolution times by 25 percent: Integrated workflow between Expert and the ticketing system reduced resolution times, with agents leveraging accurate, updated knowledge.
- Increased onboarding completion rates by 15% for customers, reducing initial ticket volumes from new users.