AI-Powered Customer Self-Service
The smarter way to scale great customer support
When every click and query yields relevant knowledge, you know you’ve met the gold standard in customer self-service support.
- Search that finds across various knowledge sources
- AI-powered personalization in real time
- Content connected and performance measured
Boost case deflection with relevant content
Connect your knowledge and channels
55+ pre-built connectors
Index your knowledge with ready-to-use connectors supporting over 100 content types.
Premium native integrations
Plug Coveo right into Salesforce, ServiceNow, or Zendesk to get started easily. Access enhanced out-of-the-box features and get automatic release updates.
Omnichannel experience personalization
Bring intelligent search and recommendations into your top self-service channels. Connect self-service portals, websites, communities, chatbots, and in-product help, for seamless and relevant experiences across.
Deflect cases with AI
Search tuned for success
With Coveo, search suggestions and results are continuously tuned and optimized based on language cues and successful self-service outcomes.
Personalized interactions
Connect customer signals across platforms to deepen your personalization of as-you-type suggestions, search results, and recommendations.
Proactive customer support
Automate recommendations that can anticipate customer needs based on previous interactions and queries.
Intelligent case deflection
Power your case submission forms with intelligent case deflection to recommend helpful knowledge before a customer submits a case.
Measure and boost customer self-service success
Case deflection & cost savings reporting
With Coveo, you can track the number of cases you deflect and associate cost savings for each issue an agent doesn’t need to handle. Easily demonstrate value with service-focused reports.
Automatic content gap identification
Anytime a customer searches and doesn’t find helpful content, Coveo keeps track of that query, so you can automatically see content gaps in your community knowledge base.
Omnichannel search & support analytics
Track search effectiveness and keep tabs on content trends across channels. Get actionable service metrics you can use to fine-tune your self-service experiences, including queries per channel, recommendations clicks, and visit trends.
Deeper analytics
Feed your Google Analytics data into your Coveo Usage Analytics for a fuller picture. You can also log Coveo events with Google Tag Manager to track specific events.
We’ve been able to streamline our search experience across all of our customer-facing platforms. In doing that, we really renewed our customers’ confidence in search, saved them a ton of time, and in general have seen a lot more self-service success for our customers.
Keri Rogers
Program Manager, Learning, Ultimate Software
With Snowflake and Coveo we can view real-time information more thoroughly and with little to no manual intervention involved at all.
Chris Holm
Sr. Director Global Support, Ellucian
Coveo has done a world of good for our customers and support engineers’ search experience. Coveo can find a needle from the haystack!!! It's not just a great product for the Salesforce platform, but for indexing any content across different sources.
Pattabhi Raman
Sr. Director Digital Experience, Informatica
All of the events already take place and are tracked within Coveo. Pushing this data back into Salesforce onto their user records and account records will give us a better understanding of the challenges our customers are facing, so we can better craft a holistic experience and journey.
Matt Krebsbach
Senior Manager, Boomiverse, Boomi
Frequently asked questions
There are some important hard and soft metrics that service professionals can use to measure the effectiveness of customer self-service. Case deflection, or the rate in which customers are able to find their own answers to issues for which they would have otherwise called support or opened a ticket, comes to mind. If you know how much a prevented case costs, and can accurately measure how many such cases were deflected by self-service, you can arrive at actual savings. You can also track how people engage with self-service portal content, including web analytics and content performance. Finally, you can track customer effort score (CES) to reveal insights about the effectiveness of self-service. Learn six techniques for customer self-service success.
First and foremost, it’s important to unify self-service content from across all available sources so that your customers can find it (Coveo, for example, uses a unified search experience with a single content index to support self-service). Through usage analytics, you can find content gaps where searchers have questions for which you don’t have content. Finally, you can improve self-service portal by using machine learning to continually improve search results and predict relevant content. For more, review our five self-service best practices.
Find the support you need
Not sure where to start when it comes to improving findability? Send us your site URL and we’ll help you identify the top opportunities.
We offer a support system to help ensure your success, including online training, product coaching, and health reviews.
From system integrators to technology partners and agencies, find the right partner to accelerate your success.
Other ways to use Coveo
Create a truly engaging community with relevant search and personalized recommendations.
Surface knowledge when it’s needed, right inside your products and websites.
Improve your chatbot with self-optimizing search that delivers relevant unmapped answers.
