Studies have shown that a majority of a company’s customers prefer to solve problems themselves rather than reaching out to a representative. For this reason, customer support search is incredibly important to help those individuals find the information they’re looking for.
Asana, Twilio, and SurveyMonkey have all invested heavily in creating high-quality support content. To ensure this content is easily accessible, these companies leverage advanced search technology that provides relevant results to their customers and actionable analytics for them. I created an infographic to show key strategies they used.