Blog Coveo Insights

Coveo Innovations Part 3: Social, Search, and Service

Posted by Tucker Hall on April 18, 2014

customer service and search

When 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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Are You Integrating Social Data into Your Customer Engagement Strategy?

Posted by Diane Berry on July 23, 2012

The paradigm shift has already begun to enable content creators and their peers to curate their own knowledge across blogs, wikis and social streams, such as Twitter. It’s vital that enterprise organizations work quickly to integrate those data streams in real-time to better understand customer requirements, state of satisfaction, and challenges. If not, they will miss prime opportunities to:

• Have the full picture when engaging with customers on support cases and sales
• Identify sales opportunities based on customer requests
• Improve engineering and R&D initiatives, based on real-time customer feedback

According to a survey we conducted earlier this year, 65 percent of respondents noted that they do not combine social data with enterprise content, or aren’t sure if this is happening. Is this surprising? Yes, on the one hand, considering that many companies are tracking customer feedback via social channels. On the other hand, it is not surprising that the information being “listened to” to is not being integrated with other enterprise content in real time—this requires, after all, the new information integration paradigm—virtual information integrations—and so is at an early stage of adoption.

If you’re not integrating the information available in social streams in conjunction with internal customer resources currently in place, you may not have the full picture—which can result in poor customer experiences, loss of revenue and missed opportunities. It’s time to embrace a new way to integrate information—without moving data, and without integrating systems. Read more and comment »

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Understanding the Evolution from Disparate Data to Informative Insights

Posted by Diane Berry on February 17, 2012

Data, by its very nature, is difficult to find and to analyze because it’s stored in so many places, with no way to search through it or correlate it across systems to derive meaning from it.

As a recent Fast Company interview with Coveo CEO Louis Têtu stated, people who could remember all of this information, and easily correlate it—mentally—were those who succeeded most often. However, the amount of unstructured data makes it impossible for an individual to know everything that’s occurring related to a specific topic, at any point in time. Add in social media channels which contain up to the minute data, and you have an unbelievably complex information mess.  How can an individual, much less all employees in a company, gain insight from such widespread, diverse data in disparate systems?

Well if all of these systems could be connected to each other so we could all understand, assimilate and correlate the information to make effective decisions, provide great service, help customers understand more about our products, and even build more innovative products that contained customer input – from all of our interactions with them—well, that might solve our problem.  But would it? Do integrations provide the kind of real-time information mashup that would be required? Not really.  Even so, it’s not news that the promise of system consolidation has long eluded companies and we’ve all heard the horror stories about dashboards taking a year to implement, and then they are just windows into different systems rather than actual data mashups. Read more and comment »

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Embrace the Social Media Tsunami for Customer Service Success

Posted by Diane Berry on September 26, 2011

Today’s support executives are awash in an ocean of data. The Technology Services Industry Association (TSIA) members receive, on average, over 51,000 support incidents a month, across phone, email, Web chat, and online incidents, each filled with critical information about products and services. CRM, incident management, and telephony systems track hundreds of metrics—the TSIA Support Services benchmark itself surveys members for more than 300 individual operational, financial, and quality metrics.

To add to this mass of information, new social media tools are creating even more customer interactions across social networks and microblogging, with customer communities and online discussion forums spawning huge libraries of information.  Eighty-five percent of TSIA members expect to have a discussion forum available for customers in 2011.

Adoption of other social media avenues for customer support is also growing, with over half of members offering video content on sites such as YouTube, nearly half of members interacting with customers via microblogging tools such as Twitter, and over a quarter of members leveraging social networking sites such as Facebook and LinkedIn to support customers. In all, TSIA members estimate that between eight and 14% of total customer interactions in 2011 will be handled via social media. Read more and comment »

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Customer Service Is Social – But What’s Social?

Posted by Diane Berry on June 7, 2011

The word social has taken on so many meanings in the past few years that the word itself can create confusion.  Try tying it to the value to be created and you’ve added more confusion.  Let’s define it by its basic elements:

  • Social = the wisdom of crowds
  • Social is about trust, trusted sources, verified sources
  • Social is about finding the people who know what you need to know
  • Social is about what people think

Consumers use social content for all kinds of activities, from shopping decisions to where invest. It all starts with an Internet search – but generally only to locate a site that has consolidated the information they need – such as a Yahoo:Finance site. There they would enter a stock ticker symbol or name, and view the resulting 360-view of, for example, GE, as a possible investment. They would see stock price, price history over time, key ratios and statistics, news and related blogs, similar stocks they may want to invest in, analysts covering GE, and more.  They can navigate through this view, and dive into any of the related materials. Same for online shopping, even for looking up a friend on Facebook, where they would see their friend, recent activities, their friend’s friends, groups, news, and more. Consumers expect this immediate, concise, 360 degree view of information that’s important to them – all within seconds. Read more and comment »

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