Blog Coveo Insights

Who Owns Site Search…and Who Should Own It

Posted by Tucker Hall on April 24, 2014

Search Belongs to MarketingYou may not realize it, but you’re probably overlooking one feature of your company’s website that has the potential to most dramatically improve site performance. And yet research indicates that many companies neglect to focus on it. It’s search—revealed in a recent report as the biggest reason for visitor dissatisfaction. In the case of e-commerce sites, search even outranked factors such as the ordering process, site speed, and security.

Site search may be a function relegated to your I.T. department, and even there it might not be given much consideration. So why care about search at all? Because it takes on the all-important task of informing site visitors with the content that speaks to them in a personal way. It is also a driver for key site performance metrics such as conversions, as well as number of repeat visitors, page views, and average cart size. So who should be responsible for such an important feature? 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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Coveo Innovations Part 2: Where Should Your Enterprise Search Solution Reside? The Choice Should Be Yours

Posted by Tucker Hall on April 8, 2014

Continuing our series on Coveo technology innovations, let’s next explore options for delivering secure, unified information access when that information resides both on-premise and in the cloud.

Most organizations these days utilize some mix of cloud and on-premise technologies. Even companies that handle highly sensitive and private information or work in highly regulated industries have begun to embrace the cloud in various ways. More often than not, a “hybrid” IT infrastructure is now the norm. Read more and comment »

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Coveo Innovations: Mobile Focus

Posted by Richard Tessier on February 26, 2014

This post begins a series of short blogs on Coveo technology innovations in 2013 and a few sneak peaks at what’s planned for 2014, with a focus on the four hallmarks of Coveo’s Search & Relevance Technology: Connectivity, Unified Indexing, the Relevance Engine and User Engagement. Our first post focuses on user engagement, via mobile devices.

Because people want and need to access information and knowledge wherever, whenever, Coveo in 2013 developed a new JavaScript search interface with the Responsive Web Design (RWD) approach. This allows our customers and partners to easily implement interfaces that adapt based on the user device (desktop, smartphone, tablet, etc.) and that reorganize UI elements to make the most of available screen real estate. Read more and comment »

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In 2014, Knowledge Management is an oxymoron!

Posted by Louis Têtu on February 18, 2014

Knowledge can’t be managed. Knowledge is everywhere, buried in the confines of the organization, within stovepipes of systems and silos, but also woven in the minds of people. In fact, it is people not systems who possess knowledge and decide on its relevance according to the context of what they are working on.

But knowledge is also paradoxically one of the most important assets of any organization, and an asset that will yield returns only when re-used, when the sum of each employee and customer can tap into what people know and the information that the company knows, every time. Read more and comment »

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