5 Case Swarming Best Practices (in Slack)
Trying to find some case swarming best practices? Let’s start by thinking about what your customers want. There’s a reason 72% of customers say they prefer self-service. When done right,…
About Jackelyn Gill
Jackelyn Gill is a tech storyteller at heart. As a journalist and writer, she’s curious about pretty much everything that crosses her path… and as a marketer, she loves sharing it with everyone who reads her words.
Case Swarming vs Tiered Support: Which Does Your Company Need?
Your customers are used to immediate service. They order their favorite pizza with just a tap in an app, and binge their favorite shows their living rooms on their streaming…
How Adobe Experience Cloud and AI Deliver Best-in-Class Digital Experiences Together
Here’s what an OK online experience looks like: a customer visits your website, submits a query to your search box, and quickly finds what they’re looking for. Frankly, though, this…
What is Site Search?
Though 43% of users go directly to the search bar when they land on a webpage, site search is often overlooked. What is it, and why should you care? Well,…
5 Tested Solutions to Overcoming Digital Behavioral Data Challenges
What do you believe more: what your customers say, or what your customers do? While a definitive “I am looking for <insert very specific model number here>” or “I prefer…
How to Analyze Behavioral Data to Achieve Relevance
Interested in user behavior analytics and how to apply consumer behavior to your business? Hopefully you’re joining us after reading part 1 of this series on what behavioral data is,…
What Is Behavioral Data and Why Is It Important?
How familiar are you with digital behavioral data? Digital behavioral data, or what’s also referred to as consumer behavior or behavioral science, is generated by the things people do online.…
4 Personalized Service Examples: An Exploration Across Industries
If there’s one thing we embrace at Coveo, it’s that we can all learn a lot about our customers by taking a close look at their behaviors and actions. After…
The New Moore’s Law: Never Go Back To Less Relevant Experiences
You’ve probably heard of Moore’s Law: the idea that the number of transistors on a microchip doubles every two years. The (revised) 1965 prediction by Intel co-founder Gordon Moore first…