As covered by the must-read article How to Choose the Best Enterprise Search Solution, it’s getting harder and harder for employees to search within the piles of various systems to…
Improving customer service and experience has been a key driver for Coveo customers as they look to provide better self-service to reduce call volumes. But in today’s tight labor markets,…
The pandemic has accelerated the digital transformation of the workplace in many ways, but the real pressure to modernize is coming from the younger generation of workers: Gen Z. This…
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,…
While you’re focused on making effortless digital experiences for your customers and employees, we want to make that process effortless for you. Coveo’s Spring launch for Service includes capabilities that…
If you’re involved with marketing ops for a Salesforce shop, you might be familiar with Salesforce Interaction Studio. It’s a robust customer data platform (CDP) that enables personalized customer experience…
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;…
You never know when you’ll find yourself in conversation with a chatbot. I recently went to SiriusXM’s customer support site to find a resolution for a streaming issue. I was…
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…
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community Cloud has grown in popularity and capability. As organizations look to provide…
