Two standout examples of organizations harnessing the power of Answers and enterprise search to enhance their efficiency are Branch and Thinkific. Although both companies operate in different industries, they share a common commitment to streamlining their operations and enabling their teams to focus on what truly matters — providing stellar customer service.
Branch: Revolutionizing the insurance industry
Branch is on a mission to innovate an industry that has lost its way. One of the core principles at Branch is “automate it,” encouraging employees to prioritize efficiency so they can spend more time on meaningful work. As such, Kendall Sipp-Paris, a Sales & Support Effectiveness Lead, is hyper-focused on uncovering ways to reduce the number of repetitive questions asked by the agents that support Branch’s members.
The challenge: Prevent repeat questions in Slack
“There’s a massive ripple effect when an agent can’t find an answer,” says Kendall. “Some of them feel comfortable coming to me and checking, but other times they are asking their leaders who need to focus on other responsibilities. Ultimately, they resort to our help desk Slack channel, inundating it with questions. Often, the resources exist but they just can’t find them.
The outcome: 30% reduction in repeat questions in just 3 months
Since implementing Guru last August, Branch agents who use Guru have reduced their help desk channel inquiries by 50%, a big win for Kendall. The recent addition of Answers has improved the situation even more—after only three months of using Answers, Branch has seen an additional 30% reduction in the number of training questions asked. (Branch defines training questions as ones that could be answered by existing documentation). Eli Logan, Director of Sales & Member Support Effectiveness, remarks, “That tells me right there that people are finding answers more easily and not having to ask for help.” Thus far, Branch agents are using Answers multiple times every day to answer internal questions.
“For me, the biggest win with Answers is not just that it gives you a fast response, but that the information is more accessible,” says Kendall. “As a content creator, it’s challenging to predict the keywords people will use to search for information. Answers gives agents the flexibility to phrase a question in whatever way their brain works while still receiving a consistent and accurate answer.”
Excitement for the future of Answers
Eli added, “A lot of the time when an agent asks a question in Slack, we answer their question and then direct them to where they can self-serve that answer, and Guru is the place we point them every time.” With Answers now in Slack, Kendall and Eli are excited for the growing potential of enterprise search to improve their team's consistency and efficiency, ultimately elevating both their agents’ and members’ experience.
Thinkific: Elevating customer support
Thinkific, an all-in-one online education platform, prides itself on world-class customer service. Their support agents, fondly referred to as "customer champions," play a pivotal role in delivering an exceptional customer experience. ในหลายเดือนที่ผ่านมาทีม Thinkific ได้สำรวจคุณสมบัติ AI ที่มีอยู่ในเทคโนโลยีที่มีอยู่ของพวกเขาเพื่อค้นพบการประหยัดความมีประสิทธิภาพที่เป็นไปได้สำหรับศูนย์ช่วยเหลือลูกค้าของพวกเขา
Two standout examples of organizations harnessing the power of Answers and enterprise search to enhance their efficiency are Branch and Thinkific. Although both companies operate in different industries, they share a common commitment to streamlining their operations and enabling their teams to focus on what truly matters — providing stellar customer service.
Branch: Revolutionizing the insurance industry
Branch is on a mission to innovate an industry that has lost its way. One of the core principles at Branch is “automate it,” encouraging employees to prioritize efficiency so they can spend more time on meaningful work. As such, Kendall Sipp-Paris, a Sales & Support Effectiveness Lead, is hyper-focused on uncovering ways to reduce the number of repetitive questions asked by the agents that support Branch’s members.
The challenge: Prevent repeat questions in Slack
“There’s a massive ripple effect when an agent can’t find an answer,” says Kendall. “Some of them feel comfortable coming to me and checking, but other times they are asking their leaders who need to focus on other responsibilities. Ultimately, they resort to our help desk Slack channel, inundating it with questions. Often, the resources exist but they just can’t find them.
The outcome: 30% reduction in repeat questions in just 3 months
Since implementing Guru last August, Branch agents who use Guru have reduced their help desk channel inquiries by 50%, a big win for Kendall. The recent addition of Answers has improved the situation even more—after only three months of using Answers, Branch has seen an additional 30% reduction in the number of training questions asked. (Branch defines training questions as ones that could be answered by existing documentation). Eli Logan, Director of Sales & Member Support Effectiveness, remarks, “That tells me right there that people are finding answers more easily and not having to ask for help.” Thus far, Branch agents are using Answers multiple times every day to answer internal questions.
“For me, the biggest win with Answers is not just that it gives you a fast response, but that the information is more accessible,” says Kendall. “As a content creator, it’s challenging to predict the keywords people will use to search for information. Answers gives agents the flexibility to phrase a question in whatever way their brain works while still receiving a consistent and accurate answer.”
Excitement for the future of Answers
Eli added, “A lot of the time when an agent asks a question in Slack, we answer their question and then direct them to where they can self-serve that answer, and Guru is the place we point them every time.” With Answers now in Slack, Kendall and Eli are excited for the growing potential of enterprise search to improve their team's consistency and efficiency, ultimately elevating both their agents’ and members’ experience.
Thinkific: Elevating customer support
Thinkific, an all-in-one online education platform, prides itself on world-class customer service. Their support agents, fondly referred to as "customer champions," play a pivotal role in delivering an exceptional customer experience. ในหลายเดือนที่ผ่านมาทีม Thinkific ได้สำรวจคุณสมบัติ AI ที่มีอยู่ในเทคโนโลยีที่มีอยู่ของพวกเขาเพื่อค้นพบการประหยัดความมีประสิทธิภาพที่เป็นไปได้สำหรับศูนย์ช่วยเหลือลูกค้าของพวกเขา
