Customer Service
Leading organizations, such as Agile Software Corporation, have adopted the Google Search Appliance to enhance customer service. The Google Search Appliance is an integrated hardware and software product that uses Google's powerful search engine technology to bring universal search to your business.


How you'll benefit
  • Reduce average handling time - In most contact centers, agents have to hotkey between multiple systems to access all the information needed to answer customer queries. With the Google Search Appliance, agents can access all pertinent systems through one search box. By finding the right information faster, agents can reduce the handling time for each call. Our customers have witnessed reductions in average handling time from 5% to 18%. Over thousands or millions of calls annually, this translates into significant savings.

  • Increase first call resolution - In many cases, having the right access to information helps increase the likelihood of first call resolution.

  • Increase customer self-support - Most consumers have become accustomed to finding support information online. For instance, according to Harris Interactive, 90% of consumers who've made an online purchase said they used site search to access self-service content. Further, enabling customers to find the right information online reduces calls to contact centers.

Customer Impact

Nextel - Nextel's telesales and web sales order support staff handle thousands of calls each day encompassing technical support and sales. Customers call to get help with phone setup, account changes, service changes, technical issues and order status, as well as upgrades and accessory sales. "The calls put us on the front lines," says Peter Taddeo, Senior Vice President of Marketing for Nextel. "It's paramount to have excellent customer service."

Nextel chose the Google Search Appliance to install on the Telesales and Web Sales intranet, which houses thousands of HTML, PDF and ASP documents on a single server. The GSA, which is dedicated to customer service, enables the Nextel team to post more documents to the intranet quickly and with confidence, knowing that they'll be easily located using Google search technology. In addition, Taddeo reports that more calls are resolved on first contact, an important measure of positive customer experience and productivity.

For the full case study, click here.



City of Virginia Beach - The City of Virginia Beach wanted to put the content on its website, VBGov.com, at its 10 million visitors' fingertips. City webmaster Jay Agnew, recognizing that "Our website is only as good as our search capabilities," decided to move to the Google Search Appliance. "Google is the number one search engine in the world," says Agnew, "and we wanted to harness that same power for our site." Using the Google Search Appliance, the city improved information access, reduced calls to its 24-hour contact center and enabled better service for citizens.

For the full case study, click here.