97% of customer support leaders are planning to invest in improving their customers’ self-service experiences within the next two years. While there are many approaches to take, few offer immediate…
A few weeks ago, we hosted the first Coveo for Salesforce Customer Exchange in San Francisco. This event was designed for customer support leaders and knowledge managers to share best…
I’m happy to announce that we just released our Lightning Communities components on the Salesforce AppExchange. With these components, our goal was to make it easy to bring powerful, intelligent,…
According to the findings of the 2016 Global Technology Survey by John Ragsdale, VP of technology and social research for the Technology Services Industry Association (TSIA), 87% of TSIA members plan…
Having too much information can be a problem. If you have access to every single piece of music you ever wanted, how do you decide what to play next? Wouldn’t it be…
Customers prefer online self-service but the numbers for self-service success and deflection are dropping, shared Judith Platz, VP Research, Customer Success and Support Services, TSIA, during a webinar about overcoming…
The principle is ridiculously simple: the smarter your customers are about your business and products, the more satisfied they are, the less you need to spend on handholding them, and…
We live in a “do it yourself” world, and it seems we all really like it that way. Whether as customers, as partners, or as employees, we prefer to find…
…but customer service economics suggest that it might not be the most important one. In my last blog post on this topic, I went back to some fundamentals that drive…
