User Support & Customer Service with Enterprise Search

Enterprise Search for the best user support & customer service. With our searchit software, your support and service employees receive a state-of-the-art tool to quickly find and pass on information. Whether it’s technical information, project-related inquiries or the contact history with the customer.

User Support & Helpdesk

With our enterprise search solution searchit , you get an instrument for fast, agile user support and helpdesk services. You can find the information you need in numerous sources (customer, product, project databases, intranet, accounting, e-mails, and much more) with content snippets and quickly filter and narrow them. Quite simply.

Customer Support / Customer Service

Fast and uncomplicated customer support / customer service using enterprise search software: no matter what the content-related questions are, you will find fast and well-founded information to support your customers in a targeted manner.

Short & Long Term Support

By finding and temporal filtering of content in numerous sources (files on network hard drives, e-mails, customer databases, etc.), you can easily provide short-term & long-term support with our enterprise search solution. No matter how long the time spans between inquiries and customer support, time-based filtering allows you to keep track of all the information available about the customer.

First Level Support

Perfect first-level support for your customers. Even with quick first-level support requests over the phone, your employees will respond promptly and precisely with searchit .

Second Level Support

Our enterprise search system supports maintenance and software installation by specialists in second level support. This is because the associated complexity in 2nd level support requires the rapid and reliable finding of the necessary information.

3rd Level Support

Specialized teams in third-level support simply work better when information is freely available. Our enterprise search solution guarantees this quickly, interactively and easily.

Our solutions

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Search almost everything

Better user support and customer service with many search sources. Our enterprise search solution offers numerous connectors. This allows you to search almost all data sources in your company: network hard drives, cloud, Dropbox, e-mails, databases, and much more. You can find the right data in seconds – it’s easy – whether it’s helpdesk, user support, or customer service.

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Search technologies for customer service at the point

Our enterprise search solution supports you with state-of-the-art search technologies. This is how you shine in user support and customer service. Features such as full-text search, fuzzy search, synonym recognition, instant search, auto-keyword completion, and more make the search experience easy and intuitive. You can find faster and more accurately, allowing you to concentrate fully on the customer – which makes service much easier.

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User support with interactive search filters

Interactivity in finding information is the key to success. Our agile enterprise search solution for user support and customer service lets you filter search results quickly and intuitively, for example by means of an interactive timeline, by data source, data type, author, and much more.

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Plugins for more customer service

Our in-house search engine provides extensive and practical search plugins. This will take your customer service to the next level. With the GDPR plugin, you can stay GDPR compliant. With the OCR plugin, you can search scans and images of documents such as contracts. Other plugins such as data clustering, sentiment analyses, geo-searches also support you in specific tasks related to helpdesk and support. Quite simply.

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Content snippets for faster user support

Our Enterprise Search solution shows you rich snippets (a short preview of the content with additional information) for the documents found. This allows you to quickly assess the relevance for the customer in the helpdesk and work on the problem immediately and without interruption.

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Intuitive display of results

The display of the search results is intuitive and immediately customizable. For example, you can switch between lists and tile view and additional information about the respective search result can be displayed directly on the search result entry with a click.

Other features for User Support & Customer Service

Advanced search of data & content

Our software supports your knowledge management in the company with state-of-the-art search technology. These include, for example, technologies such as fuzzy search, synonym recognition, auto-completion with search suggestions, specific plugins (such as OCR for searching in scans and images, geo-search for spatial searches, the GDPR compliance module with specific editing and search functions for GDPR compliance, searches with filters, special searches, and much more. This is helpdesk made easy.

Data Intelligence

View your data intelligently with intelligent clustering, topic analysis, sentiment analysis, and more. You keep track of things and gain new insights.

Better overview and presentation of results

The boost for your knowledge management: Your employees keep track of everything and find important information faster with appealing, interactive visualizations, meta data, rich snippets, direct information, various search result views, and much more.

Bookmarking

Your employees mark the information they find. This makes them accessible again at any time with one click. This avoids time-consuming multiple searches and makes a more effective helpdesk.

Indexing new data in near real-time

Need quick access to new information and data on your network hard drives and many other search sources? No problem. searchIT indexes new data almost in real time. As a result, you will always be at the forefront of the information level in your company and shine in Customer Service & Support.

Many search sources

Knowledge is spread across many sources of information in the company, such as e-mails, hard drives, clouds, storage, online file sharing (e.g. Dropbox), websites, etc. searchIT covers all common search sources. With a search, they therefore have a perfect overview of all information from anywhere.

Access authorizations

Certain groups of employees in your organization shouldn’t find everything? This is exactly why our system includes existing user authorizations from your IT infrastructure. This means that sensitive information is always protected.

Seamless integration into existing IT infrastructure and organization

Thanks to its flexible, highly automated architecture, our managed service fits seamlessly and easily into your existing IT system. The software also integrates organizationally without friction. Authorizations and organizational processes are simply taken over and mapped from your existing organization.

Contact us

We focus on holistic service & a high-end enterprise search engine. Please contact us.