The Power of Google Comes to Your Website  

Shep Hyken interviews Chris Blaisure, senior director of innovation and engineering at Elastic. He talks about using a Google type of search engine on your company’s website to help deliver a better customer experience and help customer support agents get the best answers for their customers. 

Top Takeaways:   

• Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company's website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. 

• Searching on the internet used to be about using keywords, but now it's smarter! It understands what you really want and gives you better answers. This shift allows customers to ask broader questions and receive accurate responses, improving the effectiveness of search platforms and thereby improving customer service. 

• Customers can now use everyday language to get better results that accurately match what they are looking for. For example, instead of searching "discount iPhone," customers can ask, "I want the best family plan for an iPhone in California." The answer or response suits what the customer needs better. 

• While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. The goal is not to eliminate phone support but to augment agents with AI-driven tools. This allows support agents to focus on more personalized and complex issues. 

• Generative AI and advanced search technologies can help build unique customer experiences. Creating meaningful and personalized customer interactions with the help of AI-powered technology can help brands set themselves apart from the competition. 

• Plus, Chris shares how Elastic started and evolved from searching kitchen recipes to delivering AI-powered CX. Tune in! 

Quote:  

"Self-service unblocks customer support… and enables a better customer experience.” 

About:   

Chris Blaisure is the senior director of innovation and engineering at Elastic. He is a technology leader focused on customer satisfaction and driving exceptional user experiences in software and processes. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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