CUSTOMER SUPPORT & KNOWLEDGE BASE SEARCH

Outstanding support starts with getting answers for your customers

Help customers find information quickly and easily with modern, powerful search. Show customers that you speak their language and deliver the right answer for every query. Resolve customer issues in record time, and see satisfaction skyrocket while support costs plummet.

Search is critical to improving digital and customer experiences. Check out these resources to boost CSAT.

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Learn tips and tricks for achieving self-service success and case deflection with easy-to-use search experiences.

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Using ML-powered search to fuel customer self-service success: Learn how machine learning is changing the customer service landscape.

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INCREASED CSAT

The best service is self‑service

Keep customer frustration at bay by delivering intuitive search that serves up quick answers. Type-ahead suggestions, results management, and NLP-powered question answering convert your knowledge base into your highest performing support channel. Built-in analytics and powerful visualizations give your team insights to improve customer success rates and case deflection.

IMPLEMENTATION FLEXIBILITY

Upgrade search in a snap

Take advantage of flexible ingestion methods, including a web crawler, search APIs, countless SaaS connectors, and interoperability with existing Elasticsearch indices. Ready-made tools help you build search interfaces, tune relevance, and analyze search data. Use semantic search and NLP tools, powered by machine learning to interpret customer queries and tailor search results.

INSTANT ROI

The key to a better knowledge base

Unified search across internal support resources improves agent productivity and customer interaction quality, keeping support costs low. Role-based access shows everyone on the team the most relevant info. Search result suggestions powered by adaptive relevance put the most helpful content in front of customers and agents and identify content gaps in your knowledge base.

OMNICHANNEL BY DESIGN

Customer support search your way

Elastic has a search solution for every channel your team uses to support customers, so you deliver relevant answers wherever questions pop up.

  • Support portal / knowledge base
  • Mobile app
  • Call center / Help desk
  • Community site
  • Partner portal

Results That Matter

What customers are saying…

Elastic customers say Elastic Enterprise Search reduces agent turnover by up to 90%. Learn more about how Elastic customers create value and drive success in this third-party survey.

INDUSTRY CREDIBILITY

Used by leaders in customer support

Brands that make customer service a differentiator use Elastic because it gets customers the most relevant answers every time. Elastic’s reliability, performance, and flexible deployment turn your search investment into savings.

  • Customer spotlight

    Learn how T-Mobile used Elasticsearch to rebuild its content delivery and personalization to give customers a better experience, resulting in rave app reviews.

  • Customer spotlight

    See how Shopify upgraded search fast — without a dedicated development team — and how they analyze queries to improve documentation.

VERSATILE? VERY.

Limitless search use cases on a single platform

With Elastic, you get a slew of tools that help you build any search solution you can think of. Whether it’s website search, customer support, or a unique use case with highly custom specifications, Elastic has the tools to help you create it.

  • Standalone and embeddable search apps

    Build custom search applications with real-time reporting for mobile apps, geo-location services, databases, and data lakes.

  • Workplace search

    Native content source connectors help you create unified search for all of your teams' productivity tools.

  • Websites

    Create search experiences that engage site visitors and help them track down whatever they're looking for.