Support

We guide your customers to the most useful, high-impact content and articles on your website. By implicitly understanding which content is valuable to visitors' like-minded peers, we help your site visitors and support agents find their intended content with significantly fewer clicks — meaning fewer calls, fewer emails, and happier customers.

Service and support organizations slash hundreds of thousands of dollars through the use of the Social Search and Content Recommendations, both part of the Baynote Collective Intelligence Platform (CIP).

Let Like-Minded Peers Help Each Other
Baynote Content Recommendations display links to articles, downloads and FAQs that have proven to be valuable in helping customers resolve the same issue in the past. The successes of your customers dynamically keep your related article linking up to date and optimized.

Make Search Work with Social Search
Baynote Social Search for Content works with your existing search engine, or one hosted by Baynote, to return content that best satisfies the user's current intent. This includes web content, KB documents, multimedia, code downloads, or PDF forms. Social Search also federates instantly across all content sources, eliminating the need to integrate with specific repositories.

Eliminate Manual Tagging with Implicit Folksonomies
We dynamically associate terms and phrases with the right content, reducing the need for manually tagging. This dynamic "customer folksonomy" is an effective mechanism that ensures your articles are organized the way that your customers and call center employees expect.

Monitor and Maintain Control of Your Content
Insights gives support personnel an unprecedented level of editorial control over recommendations and search results, while providing online reports that display the increase in success rates.

Baynote is SaaS (software-as-a-service) which means your site can be configured in just days!