Finally, a search platform that understands meaning
Inbenta makes us and our customers very happy. The implementation was also easier than expected since we only had to add one line of javascript to be up and running. Integrating their intelligent search with our Zendesk has greatly increased our self-service and contact deflection numbers. We are currently using their English and Japanese applications and are already seeing a 7x ROI in both languages.
Our clients were struggling with finding our resources because they had to search two separate sites. Inbenta solved our issue by taking both resources and displaying the search results together. Within the first week of implementing federated search, the number of users and visits to our community forum increased by more than 100%. After one month we saw YOY visit growth to our community of over 500%.
As the head of the Global Customer Care team, we needed to optimize resources by increasing customer self service as we continue to rapidly grow. During our trial period, without any additional configuration, we saw a 14% deflection rate. After additional configuration we anticipate deflection to be 35% of incoming ticket volume.
The product has helped over 90% of incoming users find answers in our support page. The team is incredibly reliable and responsive. I highly recommend Inbenta to companies in complex industries or that receive a high volume of repeat questions.
Inbenta has been one of the best and easiest partners that I have ever worked with. The implementation met our project deadlines and has exceeded my expectations. We already have proven positive results such as 20% conversion from search to cart and 35% click to cart efficiency.
I love the integration between Zendesk and Inbenta! In just a few short weeks our customers and employees are now finding the right answers to their questions. Before, customers might search using a common word that appears many times in our knowledgebase and get twenty or more answers.
Inbenta lives up to their promises. After only two months, we noticed a sharp decline in the call-center channel, while the new online chat experience received great appreciation from both our customers and employees. The Self-Service ratio on our website has seen spectacular growth. We are very satisfied with the solution that Inbenta provides us.
Once we implemented Inbenta for our online customer support,we reduced our incoming emails by nearly 90%! This was a critical shift for the business since we not only provide excellent online customer service now, but also have more time to focus on growing the core business.
Using Inbenta was the key to understanding and closing important knowledge gaps in our self-help content. In just a few months, we achieved an 89% self-service rate. The implementation was a breeze (just a single line of javascript), the Inbenta team is terrific, and our customers are finding what they need at a rate 40% higher than before. Success!
Inbenta has provided us an evolution in online customer service. Our partnership has lasted four years and Inbenta has made huge improvements to our customer support and cost reductions. Today, more than 30% of e-mails are avoided through the Instant Answer feature.
Although we've only been using Inbenta for a short time, the impact has been tremendous and immediate. Our users are now able to find everything they're looking for in our Knowledge Base quicker than ever before, and that's translating into improved customer satisfaction scores across the board.
We chose Inbenta, due to their flexible and cost effective solution. This initiative was an important part of a plan that significantly reduced incoming phone calls to our call center.
Since going live with Inbenta we have reduced our incoming support emails to almost a third of what it was
We saw results almost immediately after implementing Inbenta on our Zendesk powered support site. In the first two months alone, the percentage of unanswered questions went down, from 21.83% to 8.29% and our click-through ratio increased by 34.4%.
