Louis Têtu
Chairman and CEO

The principle is ridiculously simple: the smarter your customers are about your business and products, the more satisfied they are, the less you need to spend on handholding them, and the more you sell.

Yet most companies underinvest in intelligent self-service, maybe because all the money goes to servicing them inefficiently with hoards of people and analog infrastructure. This is especially paradoxical in a world where digital is easily accessible, and where customers are digital literates and self-service addicts – in other words they can do much more on their own given the right information, and that is what they expect.

Self-service is about 2 key principles: IMMEDIACY and RELEVANCE.

  • Answer the questions customers have with the best available information, every time.
  • Then make intelligent suggestions based on their profile, questions, needs and behavior.

Self-service intelligence and relevance might require a bit of investment, but nothing in comparison with the hoards of people required to compensate for the lack of intelligent self-service.

  • Intelligent self-service drives call deflection: the cheapest service call is the one you don’t get, and when customers engage your company on their own, that is what happens.
  • Intelligent self-service drives immediacy: relevance addresses customer needs and issues quickly, and time-to-resolution kills customer relationships.
  • Intelligent self-service drives customer satisfaction and conversions: when customers get what they want, they stay engaged with your products and services, and buy more.

This is a low hanging fruit for almost every business, and a simple initiative the C-Suite should care about.

Thriving businesses invest in relevance… others think this is an expensive undertaking…


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About Louis Têtu

Louis Têtu is Chairman and Chief Executive Officer of Coveo. Prior to Coveo, Louis co-founded Taleo Corporation, the leading international provider of cloud software for talent and human capital management, acquired by Oracle for $1.9B in 2012. Louis held the position of Chief Executive Officer and Chairman of the Board of Directors from the company's inception in 1999 through 2007. Taleo was recognized as the 11th fastest growing technology company in the United States within the Deloitte Technology Fast 500 in 2004, and in 2005 it was the only software company among the Inc. 500 winners to issue an Initial Public Offering. Prior to Taleo, Louis was President of Baan SCS, the supply-chain management solutions group of Baan, a global enterprise software company with more than 5,000 employees. This followed Baan's acquisition of Berclain Group inc., which he co-founded in 1989 and where he served as president until 1996. Louis is an Engineering graduate from Laval University of Canada in 1985 and in 1997 was honored by Laval for his outstanding social contributions and business achievements. He also received the 2006 Ernst & Young Entrepreneur of The Year award in the Technology and Communication category. Louis is also Chairman of the Board of PetalMD, a developer of social platforms for the medical sector, and serves on the Board of the Quebec City international airport authority. Louis is involved in private equity within technology, infrastructure projects within emerging countries, education and high school reinsertion for children from financially challenged families. Outside of his professional career, Louis is a commercially licensed helicopter pilot, a skier, a wine and travel enthusiast, and lives in Quebec with his wife and their three children.

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