You CAN always get what you want – with Salesforce and Coveo
Having too much information can be a problem. If you have access to every single piece of music you ever wanted, how do you decide what to play next? Wouldn’t it be wonderful if you had something or...
View ArticleDeflection, Defined and Measured
“What exactly is deflection, and how do we measure it?” This is one of the most frequently asked questions I receive from clients and prospects. There is overwhelming evidence that customers want to...
View ArticleInvesting in Support Services Technology – Interview with TSIA’s John Ragsdale
Recently, I interviewed John Ragsdale, VP of technology and social research for the Technology Services Industry Association (TSIA) about his recommendations for improving self-service. In that post, I...
View ArticleEffortless Customer Support and Case Deflection – Brocade Shares How to Do It...
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...
View ArticleCase Deflection & Self-Service Success: Takeaways from Coveo Customers
A few weeks ago, we hosted the first Coveo for Salesforce Customer Exchange in San Francisco. This event was designed for customer support leaders and knowledge managers to share best practices from...
View ArticleDreamforce ’16 Hot Topic: KCS Strategies for Self-Service Success
It’s that time of year again. This October, Salesforce is bringing together some of the world’s top thought leaders, industry pioneers and service professionals for its annual Dreamforce conference....
View ArticleVideo Case Study: How WatchGuard Increased Case Deflection from 3% to 11% in...
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 and...
View ArticleData-Driven Self-Service Best Practices at Dreamforce ‘16
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...
View Article5 Capabilities for Making Self-Service and Case Deflection a Reality
There has been a trending preference for self-service when it comes to service and support. It’s no wonder why offering great self-service has become the single biggest priority for support leaders...
View ArticleTop Takeaways from TSIA’s Technology Services World (TSW)
Each year Coveo participates in Technology Services Industry Association’s (TSIA) bi-annual event, Technology Services World. This fall, TSW rolled into Vegas for three days of industry best practices...
View ArticleAchieving Self-Service Success with Intelligent Insights
We live in a do-it-yourself world, and it seems we all really like it that way. Whether as customers, as partners, or as employees, we prefer to find what we need when we need it, then get on with our...
View ArticleHow Injecting Intelligence into Self-Service Drives Case Deflection
We caught up with our trusted partner, Infogain, to talk shop and take a deeper dive into how intelligent search is enabling self service, injecting intelligence into workflows and providing easy...
View ArticleThree Reasons Why Self-Service is Failing You
Your organization is likely experiencing a shift in customer expectations – and you’re not alone. The reality is, the world of customer service is evolving and is trying to keep up with the...
View Article3 Ways to Drive Sustained KCS Success with AI-Powered Search
Have you ever stopped to think about the the value of your organization’s collective knowledge? If your customers and support engineers can’t access the right content (knowledge articles,...
View ArticleThe Path to Intelligent Self-Service Success
How disrupting your self-service strategy leads to a more personalized digital customer service and support experience The digital era has proven to be very exciting for consumers. New technologies are...
View ArticleHow Insight Engines Enable More Relevant Customer Support Experiences
Insight engines are proving to be a game-changer for customer support As customer and employee expectations for relevance evolve, so must your support organization’s strategy for making content...
View ArticleIntroducing Free AI-Powered Search for Every Salesforce Community & App
Coveo for Salesforce Free Edition is Now Available Over the last few years, Coveo has been optimizing the search experience for some of the world’s biggest and most innovative brands to help their...
View ArticleWhy Your Customer Community is Falling Short
Not all customer communities are equal. Does yours stack up? Today’s consumers have access to more knowledge and options than ever before. This has resulted in a complete shift in power, giving...
View ArticleCoveo Family of Products for Salesforce: AI-Powered Search Solutions for...
Enabling intelligent self-service and support for every company on the Salesforce platform Companies need AI to scale. Netflix and Amazon have revolutionized the customer self-service experience by...
View ArticleDefining Your Salesforce Community’s Business Value
CMX SPACE model meets Coveo AI-powered search Communities have become so multifaceted. They are capable of so much that it can be difficult to know where they live in a business, making it difficult to...
View Article