How to Turn Your Salesforce Community into a Case Deflection Engine
Successful customer self-service makes customers happier and your business better. But why is successful self-service so hard to deliver, and how can you turn your Salesforce Community into a case...
View Article5 Ways Service and Support Leaders Can Get Value from Dreamforce ‘15
Whether you’re still flirting with the idea of attending, or you already have your tickets and are a seasoned Dreamforce veteran, the Salesforce team is planning a great event. And there’s a lot of...
View ArticleInfographic: 5 Ways to Deliver Great Self-Service
Customers expect companies to provide online self-service and prefer to self-serve when they can. This is great news for businesses as the average cost of self-service is 120X lower than phone-based...
View ArticleExplore Dreamforce Sessions and Speakers with Intelligent Search
We all know Dreamforce is huge and with so much information created around it, it can get kind of noisy. One of the main goals of attendees is to learn as much as possible about the themes and products...
View ArticleDriving Partner Self-Service with Intelligent Search – Dreamforce ’15 Session
A VMware / Coveo Case Study Session “The VMware Partner Portal is about enabling our partners to be successful, whether that’s registering a deal, getting trained, checking on incentives, closing...
View ArticleSession Explorer – What’s Trending at Dreamforce 15?
Dreamforce veterans and newbies alike: you have now very likely absorbed your first day, settled into your home away from home for a few days, attended some sessions, meetings and very likely a Tuesday...
View Article7 Things to Consider for Effortless Self-Service
Now that the dust has settled from a very busy week at Dreamforce, I want to share some key takeaways for customer service and support leaders. During Dreamforce, I had the pleasure of spending time...
View Article2-Minute Videos: How Intelligent Search Improves Key Customer Support Metrics
Let’s face it, information is everywhere. Analyst firm IDC reports that 61% of knowledge workers need to use 4 or more systems daily and 13% need to use 11 or more systems to get the information they...
View ArticleWhy Salesforce Lightning Community Builder is a Game-Changer
I attended my first Dreamforce a few weeks back, and Salesforce puts on quite a show. But beyond all the keynotes and parties, I was most excited and intrigued by what Salesforce is up to with...
View ArticleVideo: How VMware improved the self-service experience on its partner portal.
Organizations are facing a huge challenge today – critical knowledge assets reside in various locations, preventing partners, employees and customers from finding the information they need, the moment...
View ArticleRelevance & Self-Service Success
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 what we need when we need it, then get on with...
View ArticleDigital Customer Experience & the Digital Workplace: Real Life at Sonus Networks
According to Gartner, the digital workplace delivers a more social, mobile, accessible and data-driven work environment. Conferences about digital workplaces, digital business and digital customer...
View Article4 Ways that Intelligent Search Drives Sustained KCS Success
How well is your knowledgebase working for you? If your people can’t access the information they need quickly it hurts your bottom line. By securely delivering “just-in-time” content from across your...
View ArticleWant to provide customers with fast and relevant answers? Start by thinking...
Customer experience has overtaken price and product as the key brand differentiator. This means that the first criteria your customers use to make decisions about you versus your competitors is the...
View ArticleThe best information, every time and everywhere Salesforce users need, drives...
Recently Coveo announced record-breaking, year-over-year growth for its fourth quarter and year ended December 31, 2015. Our Coveo for Salesforce line of business was a strong contributor to this...
View ArticleSolve These 3 Customer Support Challenges With Intelligent Search
Customer service organizations are constantly looking at ways to improve service delivery and increase customer satisfaction while keeping costs down. A recent survey of more than 1,900 global customer...
View ArticleWhy Companies Have Difficulty Delivering Great Online Self-Service
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...
View ArticleYou CAN always get what you want – with Salesforce and Coveo
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 wonderful if you had something or...
View ArticleIntroducing Self-Learning Search for Lightning Communities
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,...
View ArticleCase Deflection & Self-Service Success: Takeaways from Coveo Customers
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 practices from...
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