Category Archives: Coveo for Salesforce
Customers have so many choices today. It’s our jobs to make their experiences as easy, relevant and engaging as possible. By delivering exceptional customer experiences, companies can acquire new customers through referrals from highly satisfied customers, retain existing customers and improve their overall efficiency.
Unfortunately, too many customer service agents, field agents and even sales and marketing team members, do not have the essential customer information and insight they need, when they need it, resulting in negative customer experiences.
Imagine this scenario instead, if your organization uses a CRM such as Salesforce: A CSR views a case, and in addition to the details of the issue, he or she is automatically shown the best and most relevant knowledge—from anywhere—to solve the case in the fastest and most accurate way possible – right into the Salesforce Case Console, into the context of the agent. Without conducting a single search query, and regardless of where the information resides. The information is pushed to the agent.
Sound like a future state? The future is now. Read more and comment…
Knowledge Management will never be the same.
We’re at the start of a sea change in how employees find the information they need to do their work. Not surprisingly, the sea change begins with a combination of solutions known for leadership and innovation: Salesforce and Coveo. Together, we are turning knowledge management—and enterprise search—upside down.
Placing customers first, Coveo in September introduced the beta version of our application that pushes relevant knowledge directly into the Salesforce Case Console, into the context of the agent. We started here because we know that companies need and want to improve the customer experience. We know that agents struggle mightily to find the combination of information that will help them solve challenges for their customers faster and better. And we know the problem is only getting worse, in an age of big, unstructured and structured data, and with the continued proliferation of point systems and fragmented content sources.
So we put our enterprise-grade, Unified Indexing technology to the test. Could we push the information that would help agents help their customers faster and with more accuracy, regardless of where it resides? Could we provide a next generation federated search experience to even the most junior customer service agent? Could we make it fast and simple to configure and activate, in the cloud? Could we improve the capacity of a contact center by 10 or even 20 percent overnight by injecting better knowledge?
When we launched Coveo for Salesforce Beta version in September, we heard from many of our friends in the analyst and influencer community that it was going to be a game-changer. Our Beta Program participants proved the theory:
“Users simply find what they didn’t even know they were looking for. We need the right information at the right time to ensure our customers’ greatest success, and Coveo helps us to do that, right in Salesforce.” – Gerard Snippe, Rembrandt, a division of Rabobank (case study)
Today, we’re making this game-changing application one that turns knowledge management and enterprise search upside down, available to every company that uses Salesforce, with our listing of Coveo for Salesforce on the AppExchange. Starting today, Salesforce admins can, with a free trial, help their users stop searching, and start finding. Coveo for Salesforce, Service Cloud Edition is Generally Available on the AppExchange.
How will this turn transform your customer service and support initiatives?
Introducing Coveo for Salesforce at Dreamforce last week in San Francisco was like showing up at the biggest candy store in the world filled with more happy kids than you’ve ever seen in one place. Now imagine you have a new flavor of candy, and they all want it! We didn’t seem to have enough candy to go around–but more limited free trials will be available soon! Please don’t despair, just tell us how you like your information served up and we promise to get back to you quickly! And yes we are in the app store process and it will also be available there, soon. Read more and comment…
It’s not every day that you give an industry influencer a sneak peek of a new product and hear, “This is a dream come true. I think this is going to be really big.” That’s exactly the response we heard with Coveo for Salesforce, launching today.
Why the fuss? Coveo for Salesforce brings contextually relevant insight from anywhere directly within the Salesforce user interface. It recommends the right insight to the end user, regardless of where the data resides—in social media, the cloud, or enterprise systems. It’s the kind of insight that helps to win deals and solve cases. Read more and comment…