Blog Coveo Insights

The Must-Attend Web Event for Customer Service Innovators

Posted by Eric Courville on November 17, 2014

PDI webinarSupport teams face a tremendous challenge when critical knowledge assets reside in various systems and applications. The good news is that leading organizations have successfully navigated these customer service obstacles, and they’ve leveraged  the power of unified, contextual search natively integrated with Salesforce Service Cloud to do it.

Just ask software and services company PDI, which has seen improvements in its customer self-service and increased productivity from its support agents and knowledge workers since deploying Coveo for Salesforce. Read more and comment »

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With Thanks to Our Partner Community

Posted by Marie-Michèle Caron on August 22, 2014

Thanks to our partnersWe have received incredible support from our partner community since Gartner positioned Coveo as the most visionary leader in its Magic Quadrant for Enterprise Search last month.

Over on its company blog, our strategic technology partner Lexalytics discussed the new Quadrant, highlighting the implications of Gartner’s increased focus on contextualization in the enterprise search space. Coveo is a proud partner of Lexalytics; its powerful text analytics capabilities paired with Coveo’s search and relevance technology empowers organizations to streamline knowledge access by enriching, interrelating, and contextualizing diverse enterprise data sources. Read the full post from Lexalytics’ marketing manager, Mekkin Bjarnadottir. Read more and comment »

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Power Your Customer Service with Unified Search-Driven Knowledge

Posted by Tucker Hall on August 7, 2014

Omni-Channel Customer ServiceCustomers are more mobile and socially networked than ever before, and they are empowered to engage with companies across a growing number of channels — from self-service portals and contact centers, to social media and field service engagements. Today’s savvy customer expects (and deserves) a seamless and consistent service experience across all of these channels. Omni-channel customer service has now become essential for companies hoping to maximize customer engagement, satisfaction, and retention.

Successful omni-channel customer service can prove difficult regardless of the specific technologies and systems an organization has in place. That’s because success demands that customers and support personnel alike have swift, intuitive access to the case-resolving knowledge and expertise they need, when and how they need it. Makers of CRM systems and other customer service solutions often can’t deliver this knowledge access because they fail to appreciate three of the following truths, which we outline in greater detail in our solution brief, Search-Driven Knowledge & Salesforce to Power Customer Service: Read more and comment »

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Coveo Innovations Part 3: Social, Search, and Service

Posted by Tucker Hall on April 18, 2014

customer service and searchWhen thinking about the relationship between our organization’s customer service operations and the conversations taking place about our company on social media channels, it’s hard to overstate how truly connected they are. In our social-media savvy world, so many conversations about brands take place independent of the companies themselves, within channels and networks over which they have no control.  Customers are more empowered than ever to use social platforms like Twitter, Facebook, and Linkedin to voice their opinions, compare products and experiences with peers, seek help, and so on.  For many companies, these are exciting and nerve-wracking times.

Will companies ever really be able to control these conversations? Not so much.  Should companies recognize the incredible potential value of this grass roots conversation and commit resources to ensure they are proactively engaging in these conversations? Absolutely. Read more and comment »

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