Why Your Customer Self Service Portal Is Failing You
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%…
Case Deflection
Why Search Insights are the Secret Sauce in Creating Customer Delight
Whether they focus on B2B or B2C offerings, companies have long thought of case deflections as the hallmark of providing great customer experience. If an existing customer doesn’t lodge a…
7 Knowledge Sharing Strategies to Wow Your Customers
Are your knowledge sharing strategies lacking? Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management…
Is Knowledge Centered Service Right for My Organization?
Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. It’s what we pass along to customers when…
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,…
How to Turn Your Salesforce Community into a Case Deflection Engine with AI
How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;…
Optimize the Support Journey with Next-Gen Case Deflection
Without a doubt, the global pandemic has impacted customer service operations and call centers in several ways. From shifts in overall business strategy, to technology issues for employees working from…
Can You Measure Case Deflection?
Case deflection is a trendy, yet fuzzy concept. This makes it something that many want to calculate, but that is actually pretty difficult to do due to a misunderstanding of…
Three Thoughts on Emotional Design From Don Norman
So you’ve stood up your community and customers have yet to march through the streets, singing your praise. Maybe your self-service adoption is still middling, while the line between your…
How to Measure and Improve Case Deflection With Your Support Request Form
Customer-centric businesses have invested substantially in self-service technologies and content to deliver great customer experiences. Chatbots, virtual agents, community forums, multi-channel service options, and knowledge bases powered by machine learning…
Why Machine Learning Creates Win-Win CX (Even During Case Submission)
Machine learning has given us a golden opportunity to build better customer service experiences — for customers and agents — based on what people actually want to achieve. It’s also…
How Tableau Reduced Support Costs With Case Deflection
One point five million. That was the monthly savings that Tableau’s Senior Program Manager of User Experience Dave Jobling saw after implementing Coveo AI-powered search and recommendations on its customer…
Personalization at Scale With Machine Learning: The Xero Story
“I think machine learning’s the big game changer for support and the experiences that people have” – Nigel Piper When Nigel Piper, Executive General Manager, first joined Xero, the company…
3 Critical Metrics to Improve Your Support Strategy
These days, a lot of work goes into tracking everything that’s done within an organization. From individual performance to ticket volume, pretty much every single stage of the customer support…
Welcome to the Newest Release of Coveo for Salesforce
One of our most celebrated core values at Coveo is passion. This passion drives everything we do from hiring the right people to developing the next great product. And this…