Most customers don’t like calling customer support. It takes too long to get the answers they want, and they walk away feeling exasperated. Many organizations find themselves frustrated with their customer support experience as well. They know they need to provide a better, seamless experience for their customers, but they are challenged with information silos, an incomplete view of the customer, and a support team that has to hunt and peck to find the right information.
In earlier blogs about the value of cognitive search for life sciences companies, we’ve focused on the role it can play in accelerating drug discovery and finding new therapeutic uses for drugs that have received FDA approval. The search technologies that help achieve those goals can also make life sciences sales and marketing smarter and more effective.