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For many companies, selling via the web can be a lucrative endeavour. However, it’s a complex undertaking that entails much more than offering the lowest prices. In the world of e-commerce, success comes from providing a superior customer experience – a key differentiator in generating revenue and creating a loyal, repeat customer base.
Implementing Coveo’s search-based solutions in an e-commerce application provides users with a self-service capability that is intuitive, accurate and fast, helping them to quickly access product and service information in order to optimize the research and purchase process. The powerful, intuitive interface presents relevant results and provides the user with smart navigation according to context and category, all within seconds.
The Coveo solution’s advanced capabilities include fine-tuning of the customer experience through configurable relevancy ranking. This provides the further ability to synchronize the merchandising goals with the customer experience, yielding the most relevant results according to the context of the customer’s interaction.
Customer Service is an integral part of any e-commerce offering. Coveo search-based solutions provide a natural extension to any e-commerce strategy to ensure an optimal experience from multiple perspectives: |
Self-service support
Coveo’s solution provides intuitive, accurate online self-service information access for customers. This enables both B2B and B2C portals for customer support, reducing the number of inbound calls and emails, and increasing customer satisfaction. |
Agent-assisted support
The ability of telesales or customer service agents to respond efficiently to customer enquiry is directly correlated with their access to comprehensive and accurate information. This access, particularly when immediately available via self-service, allows for prompt, accurate responses within seconds. |
Key Benefits
- Increase customer self-service support – studies show that 90% of consumers who've made an online purchase used the e-commerce site’s search tool to access self-service content
- Increase the number of unassisted transactions and resolved enquiries – highly relevant, accurate results allows for a high level of customer self-service
- Drive more revenue per transaction – uncover cross-selling and up-selling opportunities with a 360-degree view of information
- Easily adjust the ranking of a product to reflect current product promotions and drive sales in target areas
- Products can be sorted by date, price, brand, review ratings, or any other metadata so information can be easily located
- Facilitate the buying decision process by aggregating content from various sources, including online store data, review databases, product datasheets, support sites, etc.
- Provide contextual suggestions with each result, such as finding other items from the same category, from the same brand, other deals of the day, etc. to increase likelihood that the search session ends with a satisfied customer and a completed transaction
- Analytics module provides feedback to optimize web site design, product placement and search results, allowing web teams to react to new trends or changes in customer behavior
- Increase first-call resolution (FCR) rates by providing CSRs with the precise information they need to respond to queries
- Reduce average call time by up to 20%, which increases the number of calls per agent
- Reduce the cost of training customer support representatives by up to 25%
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