Solutions > Use Cases > Customer Service
Resolve customer issues quickly with immediate access to relevant answers.
Enterprise software giant Red Hat had a customer support portal composed of tens of thousands of documents and articles, indexed by Google Search Appliance and managed in Drupal. With Lucidworks Fusion, the team was able to index and ingest several thousands of documents from Drupal into Solr in just a few days. Fusion features like relevancy tuning saw clickthrough rates double while reducing their hardware and licensing costs by 91%. Red Hat now runs a four-node Fusion cluster that indexes 13 million documents for thousands of internal users and one million web visitors per month.
Support teams can waste time looking for a customer’s profile information or purchase history or other relevant statistics as they troubleshoot a ticket. On the customer side, users can’t self-serve and find the support docs they need, so they have to engage the support team. Fusion combines the power of both programmatic (signal processing) and manually-curated result tuning to ensure the most relevant results are presented to both support staff and customers.
Many customer support organizations have little insight into what customers are searching for in their support docs or how they are getting self-serve help. Some queries might not even return results. Fusion’s reporting engine gives both administrators and business users direct insights into app performance, customer behavior, and how it relates to resolution time.
Incomplete metadata and weak faceting can make users struggle to find the answers to their questions – leading to frustration and lower customer satisfaction. Fusion’s index and query pipelines provide better metadata enrichment and automatic faceting leading to better, more comprehensive results, and quicker time to resolution.