Blog Coveo Insights

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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How SunGard Public Sector Offers Effortless Self-Service with Search

Posted by Mabel Ng on March 16, 2015

SunGard Public Sector Uses CoveoValuing customers’ time is the most important thing a company can do to provide good customer service. One company that constantly strives to deliver this type of timely service is SunGard Public Sector, a division of SunGard Data Systems and leading provider of software solutions and consulting services for the public and nonprofit sectors.

When leaders at SunGard realized that its customers, support agents, and knowledge workers often had to spend extra time and effort looking in multiple repositories to find answers to a solution or information for a task, improving search and information access became a corporate priority. Read more and comment »

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Reflections from Dreamforce: Collective Knowledge, Customer Engagement and the Inverted Economy

Posted by Diane Berry on November 21, 2013

Peter Schwartz, the celebrated futurist from Salesforce, spoke Monday at Dreamforce about the relevance of companies that embrace the power of the new “inverted economy.”

Peter pointed out that individuals, not corporations, leveraged by knowledge networks of other customers, employees and partners are the new “market makers.” This is where the pyramid of power inverts. Read more and comment »

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Live from Dreamforce: What Defines a Community?

Posted by Diane Berry on November 19, 2013

People attend shows like Dreamforce to make connections. There are literally hundreds, if not thousands, of opportunities to connect with communities of people that can influence your work for the better.

At a show with more than 100,000 people – plus contests, promotions, keynotes and a Green Day concert – why are Coveo employees leaving the action to ride bikes around San Francisco each morning this week with new connections? Read more and comment »

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