Imagine a world where your customers come to your website, search for an answer to a question and find it. No rewording search terms, giving up or calling customer service due to poor search results.
This not only benefits your customer, but your organization. In addition to an excellent customer experience, your marketing and sales leaders, product owners and contact centers reap rewards.
This is not an imaginary world; it is very much a reality when organizations invest in Intelligent Search and SmartFAQs™ technology.
Intelligent Search Delivers Next-Level Customer Experience
Today, many organizations pour money into the architecture, design and promotion of their websites only to deliver a subpar search experience, leaving their customers frustrated with the site overall.
Inadequate search functionality is no longer an unfortunate reality. In recent years, AI-powered technology has improved search capability by enabling a single search to bring back a smart result from multiple data sources.
Traditional Search
Traditional search typically happens in one phase – you type in your key words, and it delivers a result and maybe some filters based on what you typed — no typos allowed.
Traditional Search
Traditional search typically happens in one phase – you type in your key words, and it delivers a result and maybe some filters based on what you typed — no typos allowed.
Intelligent Search
Intelligent search occurs in four phases to assist the user, produce better results and deliver meaningful insights to the site owner. Here is how intelligent search works:
1
Before Typing
Intelligent search starts working the moment you put your cursor in the search bar by offering frequent searches based on its dynamic data.
2
During Typing
Intelligent Search continues as you type, offering even more refined suggestions based on your input, even with typos.
3
After Typing
When you stop typing, intelligent search delivers search results that include specific answers and additional filters.
4
After Selecting
After you select the item you are looking for, intelligent search captures this data to help organizations understand what their customers are looking for most frequently and insights to understand why. These insights allow you to know what your customers are looking for without taking the step to do a survey or focus group.
This process creates an ongoing feedback loop that allows continuous improvement and customer experience excellence.
Intelligent Search
Intelligent search occurs in four phases to assist the user, produce better results and deliver meaningful insights to the site owner. Here is how intelligent search works:
1: Before Typing
Intelligent search starts working the moment you put your cursor in the search bar by offering frequent searches based on its dynamic data.
2: During Typing
Intelligent Search continues as you type, offering even more refined suggestions based on your input, even with typos.
3: After Typing
When you stop typing, intelligent search delivers search results that include specific answers and additional filters.
4: After Selecting
After you select the item you are looking for, intelligent search captures this data to help organizations understand what their customers are looking for most frequently and insights to understand why. These insights allow you to know what your customers are looking for without taking the step to do a survey or focus group.
This process creates an ongoing feedback loop that allows continuous improvement and customer experience excellence.
SmartFAQs™ Helps Users Find Answers 2.5x Faster
Traditional FAQs are no longer the answer.
With intelligent search in place, you will open up additional doors for delivering an excellent customer experience.
For many years, we have looked at website FAQ lists as the silver bullet for helping customers find what they need while decreasing calls to contact centers. This seemed like a win-win. Customers got their answers and organizations minimized the cost of people resources to answer these questions.
Answering only frequent questions, means not answering most questions.
The problem with the traditional FAQ model is that the FAQs are housed in a single, static document that doesn’t address all of the customer questions. Research tells us that FAQs typically only answer about 10% of customer questions. That leaves a lot of angst for customers to manage.
The good news is that AI-driven technology has given us the capability to bolster our FAQ strategy. It not only allows us to answer more questions but also understand why they are being asked. We can continuously improve the user experience by measuring user engagement with impressions, open and click rates, and up and down voting metrics. You gain so much data directly from the end user.
A true win-win.
An improved user experience is not the end of this success story, it’s just the beginning. SmartFAQs™ also deliver benefits to your organization.
Marketing and sales leaders can keep product information up-to-date without relying on technical support.
Product owners can deliver automatically and easily generated answers to customer questions.
Contact centers can provide better, fast information to customers using the same search functionality.
Marketing and sales leaders can keep product information up-to-date without relying on technical support.
Product owners can deliver automatically and easily generated answers to customer questions.
Contact centers can provide better, fast information to customers using the same search functionality.
Conclusion
The world of intelligent search has the potential to be a game-changer for your organization’s website and the experience of those that visit it. There is simply no downside to taking this next step to improving the customer experience.
To hear more about these topics and even more detail on how this is achieved technically, watch Dr. John Lewis’s 23-minute webinar.
