Blog Coveo Insights

Customer Service Trends Part 1: Focus on Competent Customers

Posted by Eric Courville on January 27, 2015

self-serviceCustomers have become increasingly motivated to find answers on their own via online self-service or a customer portal, yet are often unsuccessful finding the help they need. What’s the problem?

Consider the fact that 58% of calls into contact centers are a result of poor website service or failure in another channel, according to 2014 research from ContactBabel. This means that self-service, despite its growing popularity among customers, has largely become a lost opportunity for organizations. And while digitally advanced customers want to find information and solve issues on their own, they can’t do it easily. That’s why the organizations that use search to power their self-service portals and communities will be at a considerable advantage this year. Read more and comment »

Be the first to comment!


Part II: How an Online Retailer Uses Search to Boost Site Performance

Posted by Marie-Michèle Caron on December 17, 2014

website searach online retailWe’re back with Amanda Shiga from Nonlinear Creations to hear how the company helped a Canadian retail website implement great search using the power of Coveo for Sitecore. Read on to learn more about the organization’s website challenges prior to using Coveo, and how it is now better able to deliver more engaging search and website experiences to its visitors.

Q.: In 2013, Nonlinear implemented Coveo for Sitecore for a retail website in Canada. Describe the website’s search capabilities before implementing Coveo. What was it looking to achieve? Read more and comment »

Be the first to comment!


Part I: The Power & Possibility of Site Search…Market Outlook

Posted by Marie-Michèle Caron on December 3, 2014

site searchOrganizations want websites that perform in a manner that maximizes conversions or transactions, increases audience awareness, and delivers relevant information and messages, all while nurturing an ongoing relationship with the audience and keeping up engagement levels. The companies that are looking to accomplish all of this to maximize website performance need to consider the benefits of truly exceptional search–one of the biggest drivers of website success.

We asked Amanda Shiga, VP Digital at Nonlinear Creations, a full-service systems integrator and digital agency that helps companies build leading websites and intranets, about the current and future state of website experiences. What makes a great website, and what does the power of search have to do with it? Read on. Read more and comment »

Be the first to comment!



The Must-Attend Web Event for Customer Service Innovators

Posted by Eric Courville on November 17, 2014

PDI webinarUpdate: a recording of this webinar on 11/18/2014 is available here.

Support teams face a tremendous challenge when critical knowledge assets reside in various systems and applications. The good news is that leading organizations have successfully navigated these customer service obstacles, and they’ve leveraged  the power of unified, contextual search natively integrated with Salesforce Service Cloud to do it. Read more and comment »

Be the first to comment!