Insight Solutions for Customer Self-Service
It's a basic tenet of Customer Service that customers want to feel known, even when they serve themselves. With Coveo, customers gain the front-line intelligence they need, as soon as they access your self-service website.
Coveo Insight Consoles are configured specifically for your customers within your self-service website. Based on the Coveo Unified Index, Insight Consoles automatically present contextually relevant information for individual customers:
Since the project inception, we’ve increased our customer self-service satisfaction rate by 10 percent."
CA Technologies
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- Their own products, cases, interactions
- Related community content & experts
- How other customers solved similar challenges
- Suggested next steps or additional products
Coveo's intelligent, Multi-Channel Text Analytics module helps customers discover themes to solve even highly complex cases.
Coveo's always-on, unified indexing technology normalizes, consolidates and correlates data residing in any system, effectively creating knowledge from disparate and often overwhelming amounts of unstructured and structured data.
- Deflect contact center interactions for known issues
- Help customers solve even complex issues via self-service
- Help customers gain insight through information suggested and discussed by peers and experts
Coveo’s been extraordinarily valuable… supporting about 1000 hits/minute from over 150,000 registered users on our support site.”
CA Technologies
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Coveo Insight Solutions™ extend to Customer Service Agents and Managers. Flexible and modular, all Coveo Insight Solutions leverage the Coveo Insight Methodology, a reference framework developed through more than 700 implementations. This combination helps companies uncover even more return on their most valued asset—collective knowledge—to innovate faster, better serve customers and sell more products.
