CRMJetty

91%   of customers would use an online knowledge base if it were available and tailored to their needs. That stat sounds promising. But the reality? Most customers still give up halfway through their search. Why? Because they’re met with portals that expect them to think like your product team. Portals that only respond to exact phrases. Ones that miss the point when someone types, “form won’t save,” instead of the official jargon buried deep in the documentation. Maybe you’ve seen this happen. A customer tries three different versions of their issue. Gets nothing helpful. Submits a ticket. Or worse, leaves. This isn’t just a UX problem. It’s a support bottleneck. A drain on your team’s time. And a silent reason behind churn you probably can’t measure. Ready to rethink support from the ground up? Let’s get into it. Core Issue with Keyword-Based Support Most support portals today still rely on basic keyword-matching to help users find answers. These systems assume your customers kno...