xFind for
Customer Support

Support teams are constantly chasing a growing number of incidents and the expectations of their customers. xFind helps them keep up by removing a major internal pain point and time-waster - searching for information, and by increasing proactive self-service ("case deflection").

Why is keyword search such an issue?

According to TSIA, support reps spend 40% of their time searching for information! That isn't very surprising, given that they have to search through 7-13 different knowledge sources to find that information.

This of course severely impacts the bottom line of most support teams - resolution time and CSAT. In addition, the need to actively search for information can cause knowledge to go unused if the specific keyword search used did not find it for the user.

Users especially impacted by the inefficiencies of keyword search are new hires, who are generally not well aware of the information that exists and how to search for it.

What does xFind do differently?

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. This includes past cases dealing with the same issue, internal and external knowledge articles, and IT tickets.

This significantly reduces the amount of time spent on knowledge extraction, and frees up the reps to solve cases faster (up to 30% lower resolution time) and more accurately (up to 90% retreival precision).

xFind makes use of the same technology to proactively offer customers knowledge that can help them solve the issue on their own as they create the ticket ("case deflection").

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