Blog Coveo Insights

Sonus Networks Scales for Growth with Enterprise Search-Based Apps

Posted by Diane Berry on February 26, 2015

sonus networks chooses coveoInnovation and scalability are both crucial when companies experience rapid growth, and Sonus Networks, a global leader in enabling and securing real-time communications, knows this firsthand. With a presence that spans nearly 100 countries, Sonus had more than 800 total customers in the fourth quarter of 2014, up almost 40% from the year before. To keep pace with this momentum, Sonus needed to find a partner that would help to transform its service & support operations to handle much higher levels of demand without increasing costs, as its business was transformed.

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Infographic: Easy Does It for Support Leaders

Posted by Diane Berry on February 11, 2015

“To Build Loyalty, Companies Need to Stop Thinking ‘Exceed Expectations’ and Start Thinking ‘Make It Easy’”— so says the Corporate Executive Board and its book, Effortless Customer Experience.

That is never more true than in the world of customer service and support. With multiple forces at work—from the rapid acceleration of cloud to the digital workplace and digital native customers—companies struggle to deliver the types of low-effort, high-quality service experiences that customers no longer just expect but now demand. The risk? Customers leave and service costs grow ever higher. Scalability becomes a dream at best. Read more and comment »

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Customer Service Trends Part 2: Upskill Agents With Search

Posted by Eric Courville on February 5, 2015

customer service trend: upskill agentsThe distance between a customer and a resolution to a service-related issue should be minimal, according to a landmark CEB study of 125,000 consumers. The study revealed that 96% of customers feel more disloyal to a company when put through high-effort experiences.

Unfortunately, the experience most customers have with contact centers is anything but low-effort. Calls to contact centers can mean long wait times, complex IVR trees, escalations and incomplete solutions that require callbacks. Read more and comment »

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Customer Service Trends Part 1: Focus on Competent Customers

Posted by Eric Courville on January 27, 2015

self-serviceCustomers have become increasingly motivated to find answers on their own via online self-service or a customer portal, yet are often unsuccessful finding the help they need. What’s the problem?

Consider the fact that 58% of calls into contact centers are a result of poor website service or failure in another channel, according to 2014 research from ContactBabel. This means that self-service, despite its growing popularity among customers, has largely become a lost opportunity for organizations. And while digitally advanced customers want to find information and solve issues on their own, they can’t do it easily. That’s why the organizations that use search to power their self-service portals and communities will be at a considerable advantage this year. Read more and comment »

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The Must-Attend Web Event for Customer Service Innovators

Posted by Eric Courville on November 17, 2014

PDI webinarUpdate: a recording of this webinar on 11/18/2014 is available here.

Support 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. Read more and comment »

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