Blog Coveo Insights

Four Things Your Website Search Should Be Doing

Posted by Marie-Michèle Caron on May 21, 2015

website searchLast week web development expert Amanda Shiga, Digital VP of Nonlinear Creations, joined our conversation around the value and impact of good, intuitive search on a website. Bringing over a decade of expertise in digital marketing, Amanda shared the different options available for site search, and why she believes great search makes a website successful.

As an example, one of her clients, Newfoundland Liquor Corporation, noticed that 50% of its web visitors were using the search function on its website to look for specific products but were not finding what they were looking for. With the help of Nonlinear, Newfoundland Liquor replaced the non-performing site search with Coveo to provide its visitors with a more intuitive search experience and it has been experiencing amazing improvements in website performance since. Read more and comment »

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Why You Should Upgrade Search When Migrating to Sitecore 8

Posted by Nicolas Bordeleau on May 13, 2015

Coveo for SitecoreWhen I go to the hardware store, I don’t spend a lot of time looking row to row for what I want. Instead I look for a knowledgeable employee and ask him where to find it. Now, guess what I do first when I visit a website to look for information? I ask the most knowledgeable component on the page, the search box. According to the e-tailing group’s study, 74% of online shoppers are doing just the same.

Relevant, intuitive, powerful search on any website is no longer a nice to have, it’s a fundamental requirement of any digital strategy. When moving to Sitecore 8, you have to seriously consider search. If you don’t, your visitors will simply go back to Google to find what they want. Or worse, to your competitor’s website where search is better. Read more and comment »

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Infographic: Search is Transforming Customer Service

Posted by Mabel Ng on May 11, 2015

Research from Bain & Co. has proven that customers are 4 times more likely to leave and turn to your competition if they don’t get the customer service they expect.

That’s why the very best customer self-service sites and contact centers provide customers with the information customers need quickly and effortlessly – limiting their need to log cases, and if a case is created, solving the issue on first contact. These service leaders are increasing self-service adoption by up to 40%, deflecting up to 20% more cases, and increasing FCR by up to 30%. Read more and comment »

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Breaking the Rip & Replace Cycle in Knowledge Management: Unified Search and Analytics to the Rescue

Posted by Tucker Hall on May 5, 2015

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Two thirds of TSIA members recently reported using two or more knowledge management systems in the past several years. And, according to the TSIA’s 2015 Global Technology Survey, 77% of support services organizations (technical support and call center operations) are planning to invest in new or additional knowledge management tools this year.  Read more and comment »

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