Mabel Ng
Marketing Manager, Content and Web

Doing customer self-service right has many benefits – happier customers, higher case deflection and self-service success, and more scalable customer service operations. But not every company with a self-service program is achieving all of these benefits. Primarily because helpful content is everywhere and attempting to present the right content to the right visitor at the right time, in a scalable way, is hard to do without the right tools. (According to a recent report by Aberdeen, companies with best-in-class self-service programs focus on creating a unified view of customer data across disparate systems.)

If you’re looking for ways to improve your self-service program, attend one of our speaking sessions at Dreamforce. You’ll learn how self-learning intelligent search that is natively integrated with your self-service site is an ideal solution to help you unify your case-resolving content, recommend the best information to customers in context, and continuously improve search results for your self-service community members.

Intelligent search has helped companies like Salesforce, WatchGuardBrocade, and VMware achieve great results on their Salesforce Communities because it is able to:

  1. Unify content from all customer service systems so customers have everything they need in one place
  2. Analyze search behavior and outcomes, to understand user intent, identify content gaps and spot emerging support issues
  3. Provide reliable data to measure the value of all self-service content, case deflection rate and self-service success
  4. Automatically recommend content based on prior successful outcomes – using machine learning – to ensure that the most helpful content always rises to the top.

At Dreamforce 2015, Salesforce shared how they used Coveo Intelligent Search within their support organization to optimize the efficiency of their self-service site (help.salesforce.com) and achieve a 6X improvement in case deflection rate. This year, Salesforce will join us once again to share their latest takeaways and tips on using site search analytics and machine learning to measure and improve their success metrics. MongoDB will be there too, to share their success story.

The session, Data-driven Case Deflection & Self-Service: How Salesforce & MongoDB Do It, is hosted by Coveo SVP of Cloud Services, Richard Tessier, and will be held at Developer Theatre in Moscone West on Thursday, October 6 at 1:45 p.m. Join the session to learn how you can use Big Data and Coveo Intelligent Search to empower your customers on your self-service communities and enable your support engineers to provide efficient customer service.

To get a personalized consultation, set up a meeting with us before heading out to Dreamforce or stop by the Lightning Lookout in Moscone Center West to speak with one of our representatives and see a demo.

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About Mabel Ng

Mabel Ng is Marketing Manager, Content and Web at Coveo. She has over 10 years of experience spanning marketing, hiring, and corporate communications roles in the high-tech and healthcare industries. Mabel holds a master’s degree in Public Relations & Corporate Communication from New York University and a bachelor’s degree in Japanese Studies from the National University of Singapore. She is based in New Jersey.

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