How a Next-Gen Access Company Delivers Relevant CX with SearchUnify and Salesforce
Customer experience (CX) is among the most influential drivers of customer loyalty — or disloyalty. To thrive in a customer-centric economy, brands must pair innovative products and services with exceptional CX.
Trusted by more than 2,000 organizations worldwide to secure their business, Idaptive, a leading Identity-as-a-Service (IDaaS) provider, continually pushes to provide outstanding support to customers while driving innovation — all while outpacing rapid growth. Already leveraging Salesforce Service Cloud plus a customer community powered by Salesforce Experience Cloud to drive self-service, Idaptive wanted to take its customer service to the next level.
To bring a more immersive and relevant customer experience, Idaptive looked to integrate its Salesforce-powered support console with technical documentation, ensuring unified access to case-resolving information for its support team. To complete this transformation, Idaptive turned to SearchUnify, a cognitive search solution available on the AppExchange.
Idaptive’s Trouble with Problem-Solving Content
Idaptive’s support agents had
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