Mabel Ng
Marketing Manager, Content and Web

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.

That’s why the very best customer self-service sites and contact centers provide customers with the information customers need quickly and effortlessly – limiting their need to log cases, and if a case is created, solving the issue on first contact. These service leaders are increasing self-service adoption by up to 40%, deflecting up to 20% more cases, and increasing FCR by up to 30%.

But how do they do it? In one word: search. These service leaders are using search technology to proactively suggest relevant knowledge to customers as they are self-serving and to agents as they are helping customers.

Infographic: Search is Transforming Customer Service

Take a look at the full infographic to learn why more and more top companies are investing in search technology that increases the proficiency of people at every point of work.

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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