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…
Personalization is one of the biggest marketing trends and is becoming the norm in the industry. Customers are becoming more and more impatient when dealing with online experiences. Not only…
With an edict to enable personalized experiences, it’s important to have a platform that is flexible enough to meet the myriad requirements that come from business groups. Here we outline…
At Coveo, Customer Success (CS) is more than a department, it’s a commitment to our customers, and a north star for cross-functional alignment. While there are industry-leading indicators of CS…
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…
Conventionally, B2B businesses have considered B2C website features to be irrelevant. There’s a common consensus that flashy features only fit the B2C model, leaving B2B to just focus on the…
As more and more business moves online, customer expectations around digital experiences are increasing, too. According to Brendan Witcher of Forrester, a leading expert on digital business, a site visitor…
It’s a mistake to underestimate a person’s intuition. You might get away with it once in a while, but the risk-reward usually isn’t worth it. That’s especially true of the…
Based on my experience of my teenagers, friends’ comments on social media (and my own behavior) it is clear to me that today’s consumer is demanding more and more from…
I’ve been working in the support world for a long time. Having started my career as an engineer, I’ve been used to being on the reactive side of knowledge management.…
