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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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. 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. 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. Read more and comment »