Customer engagement software provider Khoros has partnered with SearchUnify, a unified cognitive platform, to add federated search to Khoros-powered platforms used by online communities.
The partnership will enable community members to find answers from various sources in one place, contributing to improved self-service online community experiences.
"Customers often seek ways to solve problems on their own before engaging with brands directly. Online brand communities are a highly effective channel for delivering the self-service support customers want. But sometimes the best answer is found outside the community, which requires customers to search elsewhere. By partnering with SearchUnify, we're excited to provide a powerful, unified discovery experience that expands that search to include results from outside sources so customers can get all the information they need—without leaving your brand community," said Chris Tranquill, CEO at Khoros.
The partnership brings together the capabilities of Khoros's communities software and SearchUnify's AI-powered enterprise search solution to increase community engagement and improve customer satisfaction.
With SearchUnify, Khoros-based communities can shorten the time users spend searching for content by sourcing information from outside apps like Slack, WordPress, or SharePoint. This way community members find the most relevant information quickly within a single search console.
"Having built over 100 online communities, knowledge bases, partner portals, and more, we noticed a trend that enterprises with multiple, disparate content sources were struggling to put relevant content in the hands of the end-user. We're proud to build upon our work with Khoros to elevate the online community experience with the most holistic search capabilities to better support brands and their customers," said Alok Ramsisaria, CEO at Grazitti Interactive, SearchUnify's parent company.
The online community features added through advanced artificial intelligence capabilities are the following:
- Smarter user interfaces that understand search intent and take into account search history to guide users
- More personalized community experience powered by AI-fueled algorithms providing results based on the user's role, behaviors, and interests
- Improved engagement and searchability
- Measured self-service success through case deflection, CSAT, and more.