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 “Upskilling” Employees and Customers via Search Drives the Bottom Line

Posted by Diane Berry on April 27, 2015

2015-KM-Conference-Teaser-BannerAttendees at this year’s APQC Knowledge Management Conference in Houston are looking to understand how becoming a knowledge-driven organization can transform their business and drive the bottom line. I’m looking forward to providing attendees with some of those answers via a breakout session that’s going to showcase two enterprises that are doing exactly that.

I’ll be hosting a panel discussion with two Coveo customers, Deltek, Inc. and Tokyo Electron America, Inc. (TEA), to share how they’ve been able to upskill people with search, and how that has impacted their respective businesses. In this blog I’ll highlight the TEA success story and following the session I’ll focus on Deltek and how they’ve helped their customers to upskill and solve their own, complex cases. 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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When “Undercover Boss” Comes to Customer Service – A Knowledge Management Challenge

Posted by Ed Shepherdson on October 8, 2013

Many within customer service know the knowledge management challenges that service agents face on a daily basis. But oftentimes, these challenges don’t make their way to the executive level.

If you’ve seen the TV show “Undercover Boss,” then you’ve seen this disconnect before: executives go undercover within the operational levels of their businesses, only to find that the principals touted from the corporate HQs are far removed from ground-level operations. The bosses find themselves shocked by the lack of execution, leading to widespread organizational changes. Read more and comment »

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