Samsung is a household name and one of the world's largest electronics companies. Providing exceptional service to its millions of customers is paramount, and the business regularly seeks to adopt innovative ways of improving the support experience. Like many companies, one of Samsung's most effective customer support channels has been its Help Site. For five years, Scott Messina, Director of Search and Design Strategy, has been improving and optimizing the Help Site to better serve users looking for answers. "There's a support side to samsung.com, and I basically manage that end-to-end," says Messina. "My responsibilities include things like SEO, product management, design, analytics, and content strategy."
Soon after March 2020, traffic to Samsung's website exploded. With more people working from home, the usage of cell phones, TVs, and kitchen appliances spiked across the board. Messina and his team were generally prepared for the accompanying surge in search volume to the Samsung help site. However, their legacy search solution, Elasticsearch, was unpredictable and didn't always yield relevant results. "The reality is that sometimes it worked, and sometimes it didn't. Sometimes there was a bad experience waiting at the end for someone who searched," he says.