How Coveo Helps Salesforce Users Stay in the Flow of Work
I have some good news for teams using Salesforce in service and support. But first, a flashback. Disclaimer: I’ve never worked as a service rep or support agent. During my…
agent support
Introducing More Powerful and Personalized Agent Full Search
I live in San Diego and Google knows it. Whenever I open up Chrome to scout almost anything—a burrito spot, baseball scores, etc.—I’m getting suggestions, search results, and related content…
What to Consider When Designing an ‘Insight Panel’
When a support case is opened, nothing is more frustrating for the agent than not understanding the context of the case. Agents often struggle with too much information (and sometimes…
6 Tips For Tailoring Your Customer Support Experience for Self-Service
A good customer support experience requires a delicate balance of providing great service while reducing agents’ workloads. On one hand, a huge number of support tickets are overwhelming workers, resulting…
Transforming Customer Service in Health Insurance with AI
Health insurance executives understand the importance of relationships. In an industry where the primary commodities are trust, security, and protection, an insurance provider’s ability to acquire and retain customers often…
4 Health Insurance Customer Service Trends
Before the covid 19 pandemic, the health insurance industry was changing rapidly to meet consumer demands. The pandemic accelerated a change in service delivery, moving from in-person to remote that…
The Rx to Health Insurance Agent Burnout
In 2019, insurance software company HealthEdge surveyed 5,000 people and found that 78% of respondents were satisfied with their health insurance providers – except in one area. Consumers struggled to…
How Contact Centres Can Accelerate Their Digital Agendas
It is starting to be widely appreciated there has been a rapid change of behaviour in the way customers now expect to receive sales and service support. Enforced isolation has…
Boost Agent Productivity with Live Agent Chat and Coveo for Salesforce in Lightning Experience
Time is money, money is power, and power is having relevant information at your fingertips when you need it most. Coveo is at the leading edge of relevance. We’ve been…
5 Ways Service and Support Leaders Can Get Value from Dreamforce ‘15
Whether you’re still flirting with the idea of attending, or you already have your tickets and are a seasoned Dreamforce veteran, the Salesforce team is planning a great event. And…