Blog Coveo Insights

Webinar: Turning Knowledge Management and Enterprise Search Upside Down

Posted by Diane Berry on February 27, 2013

Customer ServiceCustomers 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. Read more and comment »

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Now Live on the AppExchange: Salesforce Service Cloud users can stop searching, and start finding

Posted by Diane Berry on February 21, 2013

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. Read more and comment »

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Special Series: Ask the (Social) CRM Experts

Posted by Diane Berry on January 15, 2013

Part II: CRM in 2013

We’re a few weeks into 2013, and companies are facing a powerful confluence of overwhelming and diverse customer data, tools that provide a greater degree of insight into that data, and a customer base that demands a more personalized, real-time experience. We believe that companies ended 2012 poised to use this convergence to supercharge their customer service operations, as noted in the first installment from our esteemed panelists that posted last week.

Is 2013 the year the perfect storm is averted? Our experts weigh in with some bold predictions for CRM. Read more and comment »


Special Series: Ask the (Social) CRM Experts

Posted by Diane Berry on January 7, 2013

Part I: Looking Back at 2012

It’s nice to have good friends in high places, especially friends who spend their time talking to smart people from great businesses about their strategies, execution and plans, specifically related to customer experience. To begin the New Year, we spoke with a couple of our esteemed friends about the current state of CRM—in its full meaning, not just the system, but spelled out: Customer Relationship Management. In this first installment we look at the question, “What was the biggest development in the CRM space in 2012?” Here are a few standout assessments:

Paul Greenberg, president at The 56 Group, and well known as the Father of Social CRM: Read more and comment »

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Advice for CRM Pros: Act like a Carpenter

Posted by Ed Shepherdson on December 4, 2012

IT Chaos: Is it simply moving to the Cloud to create Claos?Today’s customer service professionals are equipped with an unprecedented amount of tools. Like a carpenter, each tool performs a specific function that’s essential to solving a case in an efficient and effective manner.

But unlike many on the front lines of the CRM business, carpenters have holsters or tool belts that organize the tools for the project at hand: hammer, screw driver, pliers, nails, screws, tape measure, etc. Without a holster, carpenters would waste time running back and forth from their work to get the tools they need, as they need them.

When it comes to customer service, why do we insist that support agents switch between multiple point-systems to hunt down the tools they need: from the CRM system, the knowledge base, SharePoint, personal files, notes on a product management wiki? The “Alt-Tab” shuffling is as unproductive as a carpenter without a holster. Read more and comment »

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