SUBHEAD

B2B Software Product and Technical Support Made Easy with Implicit

A chatbot built on your private data and knowledge assets that is a true product expert, and speaks with the same empathy and mastery as your best technicians.

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THE CHALLENGE

Managing Complex Knowledge for Customer Support

B2B software companies face a unique set of challenges in delivering exceptional customer support. 

B2B software products:

    1. Are highly technical
    2. Require detailed knowledge
    3. Often involve complex integrations.
  1. Support teams must navigate extensive documentation, internal knowledge bases, and customer histories to provide accurate and timely responses. The inefficiencies of traditional support solutions, such as outdated knowledge management tools, disconnected ticketing systems, and overburdened agents, often lead to long resolution times and frustrated customers.

1.

The Complexity of Modern B2B Support

THE SOLUTION

AI-Powered Knowledge Management & Support

  1. Implicit offers a game-changing approach for B2B software companies by providing an AI-driven Knowledge and Support Platform tailored for the intricacies of enterprise technology solutions. Unlike standard support tools that rely on rigid, manual workflows, Implicit dynamically structures knowledge from various sources, turning disparate data into a cohesive knowledge graph. This enables faster, more accurate, and contextually rich responses for both customers and support agents.

Key Benefits of Implicit for B2B Software Companies

Accelerated Support Resolution

Implicit’s AI-powered chatbot and agent-assist solutions retrieve precise answers instantly, reducing the time spent searching through documentation or escalating tickets.

Intelligent Self-Service

Customers can resolve complex issues independently with Implicit’s AI-driven self-service assistant, decreasing case volume and enabling support teams to focus on high-priority issues.

Consistent & Contextual Responses

Implicit’s AI understands the nuances of B2B software and provides responses that are relevant, consistent, and traceable to verified sources.

Unified Knowledge Source

It consolidates structured and unstructured data (product documentation, past tickets, engineering notes, etc.), ensuring that teams and customers have access to real-time, accurate information.

Reduced Training Overhead

New agents ramp up faster with AI-assisted knowledge retrieval, cutting down on training time and dependency on senior team members.

Scalability Without Compromising Quality

As your company grows, Implicit scales with you, ensuring that support quality remains high without exponentially increasing costs.

2.

How Implicit Solves the Support Challenge

Should You Build or Buy Your AI-Driven Support Solution?

(Spoiler: You Should Probably Buy)

  1. Many technology companies are tempted to build their own AI Product Support solution, because they have the knowledge and sometimes even the technical capability in-house to do so. However, just because you CAN, doesn't mean you SHOULD. Building an AI-powered knowledge and support system internally is a costly and resource-intensive endeavor. It requires:
Significant Engineering Investment

Developing an AI-based knowledge graph requires ongoing data processing, NLP modeling, and maintenance, consuming valuable development bandwidth.

Continuous Updates & Training

AI models must be fine-tuned regularly to keep up with evolving product offerings and customer interactions.

Long Development Timelines

A custom solution could take years to perfect, whereas Implicit delivers immediate value. By leveraging Implicit’s pre-built AI platform, B2B software companies gain instant access to best-in-class AI models trained specifically for support, without diverting internal engineering resources.

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3.

Why You Shouldn’t Build It Yourself

Can You Just Use Salesforce or Zendesk Instead of Buying Another Solution?

  1. While platforms like Salesforce Service Cloud and Zendesk offer ticketing and basic AI-powered chatbots, they fall short in handling deep, technical knowledge for complex B2B software. These tools:
Rely on Static Knowledge Bases

They store information but lack the ability to dynamically structure and contextualize it for support interactions.

Lack Domain-Specific AI

Standard AI chatbots are generic and struggle to understand the intricacies of enterprise software; Implicit’s AI is tailored for B2B tech.

Struggle with Multi-Source Knowledge

They require manual input and updates, whereas Implicit automates knowledge extraction from diverse repositories.

Focus on Ticketing, Not Intelligence

Salesforce and Zendesk optimize workflow efficiency, but they do not enhance the actual intelligence behind responses like Implicit does.

4.

Why Legacy Tools Fall Short

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