Solution Overview

According to the TSIA*, support reps spend 40% of their time searching for information, through 7-13 different knowledge sources to find that information! This has a severe impact on the bottom line for most support teams – sub-optimal resolution time and customer satisfaction.

*Source: TSIA 2018 Knowledge Management Survey

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Support teams

xFind presents the support rep with the information needed to solve the case automatically, from all relevant knowledge sources, based on the updated content of the case. Sources may include similar relevant past cases, internal and external knowledge articles, IT tickets and more.

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Reduce Case Resolution Time

Significantly reduces time spent on info extraction
Frees up reps to solve cases faster
Enables more accurate solutions

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Reduce Response Times

Immediate response to the customer with meaningful information
Higher First Response Resolution rates with accurate information

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Increase customer satisfaction

Faster response with meaningful relevant information = more satisfied customers
Providing your customers with the solutions they expect faster = extremely satisfied customers
Extremely satisfied customers = higher brand value

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Help Juniors perform like Seniors

New reps are generally not well aware of the information that exists and how to search for it
By pushing them the solution information, xFind can help them reach top performance much faster.

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Unveil untapped knowledge

Support teams store past knowledge in various, hard-to-search-through systems, such as past cases and messaging systems
xFind can pull the solutions from that data automatically and present them to the team.

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Customer Self-service

Support teams are constantly chasing a growing number of incidents and the expectations of their customers.

On the other side, customers would many times rather be able to solve their issues on their own, rather than connect the support team.

xFind helps both sides, by increasing proactive self-service on the customers side ("case deflection").

Reduce Number of Incoming Cases

Help your customer solve cases on their own
Eliminate unnecessary wait for support reps

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Enable your Customers

Raise customer satisfaction
Improve customer experience

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Engage your Customers

Proactively engage your customers
Reduce customer friction

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.