Is your customer experience up to par? Learn from real-world use cases how to streamline the case submission process, foster self-service, and amplify your search with artificial intelligence.
How well do you understand your customer’s journey? Our recent research uncovered that 93% of 4,000 consumers surveyed across two continents expect their online shopping experience to be at least…
Nowadays, customers expect organizations to offer them not only the best product but also the best service. Good customer service means having all the information and tools at hand to…
Everyone wants their customers to be happy, right? After all, if they don’t feel taken care of, they can easily move on to a competitor’s product or service. (Which 12%…
Note: This feature is only in early access. Interested in learning more? Contact us. If you’re a Coveo Service solution user, you might already be familiar with our groundbreaking insight…
How does your digital self service strategy look these days? More customers are doing their problem-solving online than ever before, with Gartner reporting that 70% prefer self-service tools. Even for…
People tell us so much about their needs when they contact customer support, often long before the interaction itself. They search the website for their issue. They read support articles,…
How quickly would you drop a brand if you received negative customer service? Just to give you an idea of how the importance: in a survey of 4,000 consumers across…
How would you rate your current customer self service? Humans are incredibly adaptable, and as each new generation has grown up into the tech landscape of their time, we have…
Trends in financial services over the last five years have focused on improving the lives of customers by adding mobile abilities and tailoring products and services to individuals. Those trends…
If you haven’t yet noticed, the Intelligent Swarming methodology* is catching on. The best evidence we have of this trend is the slow but steady adoption of collaborative, single-tier customer…
B2B marketers like to remind employees that businesses need to connect on a human level – rather than a product one. But we too often forget that. We get caught…
Looking for customer service statistics to make your argument about upgrading your support system? These days, companies don’t compete on products. Customer satisfaction and customer retention rely on a different…
In my best ominous television voice: every fifteen seconds, a retail bank or financial institution fails one of its customers. Okay, maybe it’s not that often. But somewhere, some poor…
Every year service leaders probe through organic search results looking for statistics to validate their customer experience initiatives of the year. Sometimes for validation, sometimes for inspiration but the hunt…
Most customers today want a DIY method to solve their problems. According to our own research, 50% of Gen Z respondents say they’ll leave a company if they can’t find…
