The Swiftype Blog / Tag: knowledge bases

Meet Zhen Liu: Got Questions? We have Instant Answers!

HowCanIHelp

We live in a world where the solution to nearly any problem can be solved instantly. When you need the answer to a question, there’s Google, or Siri. If your refrigerator is empty at dinnertime, you have Postmates or Munchery to the rescue. So when you need help for a product you purchased or service you subscribe to, waiting is not an option. As a Customer Success Manager at Swiftype, I help our clients build upon the success of their own customer service departments through the business of instant answers.

Many of Swiftype’s customers use our search software for their Knowledge Base. Knowledge Bases can vary from a FAQ or Help section provided for end consumers as a first stop in the customer support chain, to internal documentation for developers using a product. No matter what the final application looks like, help centers are becoming an integrated part of the product experience today.

Customers are searching now more than ever
Thanks to Google, we’ve all been trained to search. Customers and employees alike expect a self-help channel to service themselves prior to getting on the phone for support. In fact a Forrester survey shows that for the first time in the survey’s history, customers of all ages are using the FAQ pages on a company’s website more often than speaking with an agent on the phone.

This change in user behavior has generated a significant need for our customers to have not only a robust Knowledge Base that they themselves can navigate and find answers within quickly, but the ability for their end customers to quickly search those databases and find answers to their questions instantly.

The need for instant answers is not confined to one industry or solution. Speed and accuracy are critical in a search solution within knowledge bases across the board.

Providing Instant Answers Three Ways
Customer Support teams are using Swiftype as a means to aggregate content in one location. A customer of ours has content that sits in multiple subdomains of their site for developers, designers, their sales team, within their blog, training center and help center. As each individual portal grew, it became increasingly difficult to quickly find the information you were looking for. They’ve successfully leveraged Swiftype to search across all content types, creating a one-stop locale for all internal users when they are unsure of where to locate content.

Another way Swiftype has been implemented by customers internally is to better support call center teams. We are the internal search engine for a global enterprise organization with many call center teams who need to be able to answer questions for their end customers quickly and accurately. If decreasing call time and increasing customer satisfaction are critical metrics for your team, consider ways to make your employees more successful with a customizable search solution.

Lastly, we’ve even been leveraged for instant answers before your customer is even actively searching. Swiftype results are shown to users in a right-hand drawer that slides in when users are in their dashboard for our customer’s product, suggesting answers that are related to the page they are on.

Maintaining a best-in class customer support system is critical to businesses. Knowledge bases are a key component to providing an excellent experience. Gone are the days where your customer is willing to wait 10 minutes on hold with a customer service representative, and another 20 minutes to explain their issue, and hopefully receive a solution. The faster you can provide an answer to your customer, the happier and more satisfied they leave.  And I’m in the business of making happy customers.

Three Companies With Awesome Knowledge Base Search

A 2016 report by the Technology Services Industry Association (TSIA) shows an enormous trend in users wanting self-service online support for product issues over traditional support channels such as phone, email, social media, or community support. Providing an awesome user experience for self-help resources such as knowledge base articles, videos, blogs, training materials, and community forums is critical to keeping users happy. So how can companies effectively keep users from filling out a support ticket without giving off the impression that they don’t want to talk to them? Enter the case deflection strategy.

Implementing case deflection is a growing trend amongst companies that offer a self-service support experience. The goal is to provide the user with the answers they are looking for before they decide to file a time-consuming support ticket. In this pursuit, the search box is a critical component. If implemented correctly, great search will ensure that users have a much easier time finding the answers they need. Here are 3 examples of companies that deliver a great knowledge base search experience.

HubSpot AcademyHubSpot’s search box is prominent and prompts users to search with the phrase “Search our docs and learning resources” . The autocomplete experience is fast and includes many types of content (quick answers, sales guides and video trainings to name a few). The results page also does a nice job of giving users the chance to filter to all content types and this page also tells users when the content was last updated.

ChartboostChartboost’s knowledge base search experience is front and center at the top of the page. Their search bar uses has a creative animation showing example questions to ask. When the user does begin their search, their autocomplete experience begins after the third character. Finally, their results are delivered fast.

SurveyMonkeySurveyMonkey’s help center allows you to browse by topic or type in your query with a search bar. When using the search bar, a drop down menu pops up and you can click on links or the list of topics to be redirected to article topics and summaries. The footer also includes a choice of multiple languages to help in the search.

Across all three examples, search is prominent, friendly, and most importantly, effective, making it easy for users to find the content they need. To see more examples of companies with great search across their help centers, check out our case studies.

“100 Companies that Matter in Knowledge Management”

Today, we are honored to announce that Swiftype has been named by KMWorld among the “100 Companies that Matter in Knowledge Management.” Given our recent focus on refining our site search solution for corporate knowledge bases, this recognition validates much of the hard work our team has put in over the last months.

Swiftype named among “100 Companies that Matter in Knowledge Management”

“Being named to our list of 100 Companies That Matter in Knowledge Management is a prestigious designation because it represents the best in innovation, creativity and functionality,” says KMWorld Editor Sandra Haimila. “The 100 Companies offer solutions designed to help users and customers find what they need whenever and wherever they need it … and what they need is the ability to access, analyze and share crucial knowledge.”

Over the last year, Swiftype has begun powering knowledge base search for several leading companies, including SurveyMonkey, HubSpot, and a Fortune 500 Technology and Entertainment company. These recent clients expand Swiftype’s already extensive base of knowledge base search customers, which includes Shopify, Asana, and many others.

For companies interested in learning more about the value of fast, customizable search for their knowledge base, check out Swiftype’s Knowledge Base Guide to Site Search Analytics, which discusses how agile customer support teams can leverage search analytics to make both their customers’ lives and their own lives easier.

New Help Center Search Implementation Checklist

Adding powerful search to your company knowledge base or help center is an essential step toward helping users resolve issues without filing tickets, but the process of implementation can often be a daunting first step. To make this process easier, we added a new resource to our website for customers looking to improve search on their help center or knowledge base.

15 Steps to Help Center Search Implementation

Last week, we added a new resource to our website for customers looking to improve search on their help center or knowledge base. Written with a non-technical audience in mind, 15 Steps to Help Center Search Implementation introduces readers to the most important questions that companies should familiarize themselves with before getting started, including:

  • What are the pros and cons of building search internally?
  • How long will implementing search take?
  • What team members are required to implement new search?
  • How can I evaluate the performance of a new search experience?
  • What ongoing work is required after implementing search?

With a step-by-step checklist that clearly lays out each phase of implementation, this resource will be an invaluable guide. Implementation is often an intimidating prospect with any new software, but with this guide in hand, your team will start with a much clearer sense of what needs to be accomplished and what team members will be involved.

To access the checklist, follow the download link below. To receive a personal demo of what Swiftype can do for your knowledge base or help center, contact us today.

New: Knowledge Base Guide to Search Analytics

While personal customer support remains an essential ingredient for attracting, retaining, and creating loyal customers, this level of individualized attention is expensive to support difficult to scale as your company grows. In response to this challenge, creating a comprehensive user-facing knowledge base that enables customers to resolve support issues without contacting your team can save companies time and money while also improving the overall user experience.

Read Swiftype's new knowledge base guide to search analytics.

Once in place, any steps that a customer support team can take to optimize this knowledge base and create a more efficient user experience can substantially decrease inbound support volume. In this pursuit, creating a centralized search experience that allows support center visitors to quickly and easily find the content they are looking for is vitally important.

Still, while the importance of search across knowledge bases is fairly self-explanatory, customer support teams often overlook the valuable insights available from user search behavior—insights which include:

  • What are the most pressing issues my customers are facing?
  • What issues are users unable to resolve on their own?
  • What new support content needs to be created?
  • How relevant are the results for users who search across my knowledge base?

To give support teams a clearer sense of precisely what information they should be looking for from their search analytics and to provide actionable recommendations about how they might improve their on site search, Swiftype has created the Knowledge Base Guide to Site Search Analytics.

To access this guide and learn how customer support teams can leverage knowledge base search analytics, follow the download link below.