Finally, a search platform that understands meaning
L’équipe inbenta est très réactive et à l’écoute de nos moindres besoins, du travail sur mesure pour des résultats performants et concrets: +60% taux de bonne réponse et +50% de réduction des emails.
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 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.
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.
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.
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.
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%.
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.
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.
Since going live with Inbenta we have reduced our incoming support emails to almost a third of what it was