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For Effortless Customer Service You Need Smarter Search

96% of customers feel more disloyal to a company when they are put through high-effort experiences, according to a Corporate Executive Board (CEB) survey of 125,000 customers. The longer customers are made to wait for solutions to their problems, the more tempted they are to switch to other providers.

Unfortunately, contact center agents face knowledge access challenges that prevent them from delivering the responsive, pro-active service customers expect. Here’s why:

• An agent typically needs to look in anywhere from 5 to 20 systems to find case-resolving information.
  As time spent searching for information increases, so does average call handling time.
  
  
• Agents don’t know who to ask for help. Manually tagging employee profiles to identify experts doesn’t work. Expertise is dynamic and constantly evolving, and the “raise your hand” approach can’t keep up. And customer satisfaction decreases when customers are passed from one agent to another with no resolution in sight.
  
  
• Most CRM solutions don’t enable crowd-sourced knowledge sharing across multiple repositories. Agents need a way to tap into the collective knowledge of other agents, employees and customers because, often, the solution is out there. Reinventing the wheel is all too common and causes case resolution time to increase.  
  
  

Seamless Knowledge Access with Smarter Search

For those organizations using Salesforce Service Cloud or Communities, Coveo for Salesforce solves these knowledge access challenges with powerful, predictive search capabilities for agent consoles and customer communities. Coveo, a seamlessly integrated search-based app, transforms Salesforce into a unified, predictive knowledge center for customers and agents alike.

• Unified Search & Predictive Knowledge  
  From the Salesforce Service Cloud console and Salesforce1 mobile app, agents in the contact center and the field see a unified, 360-degree view of each customer and case, harvested in real time from across all sales, service, marketing, CRM, messaging, social media, and enterprise systems. Integrated Insight Panels even recommend helpful content based upon the case or account being viewed.

• Real-Time Expert Finder
  Within the Service Cloud console, agents see recommended experts based upon real-time analysis of team members’ actual work and experience, in context to the case or account. On Salesforce Communities, customers are recommended other members who might be able to assist based upon their prior activity within the community.
  
  

• Agent-Driven Knowledge Curation & Actionable Analytics
  When high-value content is found in an external system, agents can create a new Salesforce Knowledge article with a single click, insert the content directly into the Case Feed, attach it directly to the case itself, or promote it to colleagues. Managers have a rich analytics dashboard, accessible directly through the Salesforce administrator console, to identify content and knowledge gaps

The Effortless Experience Done Right 

Advanced search technology can radically improve customer service KPIs like first call resolution, call deflection and customer satisfaction. For example, Professional Datasolutions, Inc. (PDI), a software & services company owned by Berkshire Hathaway, uses Coveo for Salesforce to optimize customer self-service and make their support agents more productive.  

About Coveo

Recognized as the Most Visionary Leader in Enterprise Search by Gartner, Coveo helps every employee, support agent, customer, and website visitor to easily find better and more relevant information and people – enhancing their skills for the task at hand.

For more information,
visit coveo.com,
contact us at info@coveo.com,
North America: +1.800.635.5476,
EMEA: +31 (0)20 658 6334.