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…
Case Deflection
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…
Self Service Search vs. Case Deflection: What’s the Difference?
$1,500,000 per month. This is how much Tableau Software saved after using Coveo to power their self service search portal and deflecting cases from their contact center. To translate your…
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…