TSIA ReportThe Value of Unified Search in Customer Service

According to TSIA, “companies looking to improve customer self-service and optimize agent-assisted support should consider a unified search solution which delivers high ROI and specifically addresses the KM challenges faced by service organizations today.”

Packed with actionable data, case studies and analysis, this data-rich report is a must-read for customer service leaders who are looking to take their service delivery to the next level.

The report provides you with:

  • An overview of unified search, and how it is the only way to overcome most knowledge management challenges and improve self-service and agent-assisted support
  • Examples of the ROI of unified search, ranging from from a 25% improvement in AHT to a 40% reduction in escalations, and more
  • Guidance on how to calculate the hard-dollar ROI of search for your company
  • Recommendations on how to successfully address common concerns

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TSIA Report: The Value of Unified Search in Customer Service

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