Business impact: Businesses must offer unified, contextual search to quickly deliver relevant knowledge or expertise based on customer needs. No, slow or low relevance search results hinder further engagement. Around 70% of customers are in this a transactional mindset, seeking minimal effort to resolve immediate challenges and uninterested in any other distractions.
Scenario: A new customer is looking for specific information to resolve an immediate challenge.
Needed capability: Allowing customers to search all existing knowledge (articles, video, documents) and community profiles means they can quickly identify existing, relevant knowledge or connect and start a discussion with an expert who can help create that knowledge. This means challenges can be solved quickly where possible, and the demand for new knowledge is captured at the point it is needed.
User outcomes:
- Intuitive navigation ensures a speedy resolution that solves their problem without having to post a question or wait for a response.
- They can access experts by tagging in a discussion based on that person's profile badges or past contribution history.
- They encounter content that is relevant, correct and up to date.
- The community reduces their cognitive load - expecting to find everything they need in one place. They want to avoid searching in multiple places.
- Promoted content helps them to find posts that may be of interest.
Example: A customer experiencing a technical issue with a product can search to find a relevant troubleshooting guide or find a peer with a similar use case to start a discussion.