How Samsung transformed their customer experience with a new support site search
Martech
OCTOBER 20, 2021
By taking this step, not only did Samsung avoid alienating users who needed help — they also managed to elevate CX and achieved a 19% increase in customer engagement on the support site. Managing a site of approximately 2,500 help articles became too labor-intensive for Messina’s small team. Traffic to the website exploded.
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