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.
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…
97% of customer support leaders are planning to invest in improving their customers’ self-service experiences within the next two years. While there are many approaches to take, few offer immediate…
Delivering effortless customer support experiences means giving both your customers and support engineers easy access to the right information at the right time. Recently, Matt Duster, Director of Global Support…
Customers prefer online self-service but the numbers for self-service success and deflection are dropping, shared Judith Platz, VP Research, Customer Success and Support Services, TSIA, during a webinar about overcoming…
Customer experience has overtaken price and product as the key brand differentiator. This means that the first criteria your customers use to make decisions about you versus your competitors is…
Research from Bain & Co. has proven that customers are 4 times more likely to leave and turn to your competition if they don’t get the customer service they expect.…
