Blog Coveo Insights

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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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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