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  • 40% Boost in Case Deflection – How Brocade Did it with Salesforce & Coveo
    40% Boost in Case Deflection – How Brocade Did it with Salesforce & Coveo Matt Duster, Brocade; Paul Huettinger, Salesforce; Scott Bideau, Coveo Recorded: Jun 17 2016 56 mins
    Learn how Brocade upped the game for their 400 FTE, 24/7 Support Center and their online self-service apps to achieve their business goals:

    - Create effortless self-service experiences for customers and is on track to increase case deflection by more than 30%

    - Use Coveo to boost relevancy and findability of content from TeamTrack, Jira, Brocade.com, Lithium and several other cloud and on-prem knowledge repositories - right inside Salesforce Agent Console and Communities

    - Use the power of the Salesforce and Coveo Clouds to deploy a scalable and intelligent knowledge platform within a few months, not years!

    All of this while dramatically reducing the TCO for their Support Center solutions.
  • Self-Learning Search for Salesforce Communities
    Self-Learning Search for Salesforce Communities Coveo Recorded: May 4 2016 45 mins
    Watch this webinar replay to learn how Coveo for Salesforce brings intelligent search, powered by machine-learning, to Salesforce Communities. Using live demos and real-world success stories, we discuss how organizations can turn their community into a true self-service engine. You'll learn how to:

    - Boost case deflection and prevention
    - Minimize calls to the contact center
    - Relieve administrators from tedious manual tuning tasks
    - Make customers happier and more loyal

    For any organization committed to delivering high-impact self-service on their Salesforce Community, this info-packed session is a must see.
  • Overcoming the Roadblocks to Self-Service Success
    Overcoming the Roadblocks to Self-Service Success Listen to this webinar and find out what it takes to create and sustain self-service success. Recorded: Apr 15 2016 33 mins
    Focus on improving self-service is at an all-time high, with good reason: self-service is less expensive than other forms of support, and customers prefer it. But, is your self-service portal still making it too hard for customers?

    Listen to TSIA’s VP Research, Customer Success & Support Services Judith Platz and Coveo’s VP of Customer Success Jen MacIntosh for a best practices webinar that analyzes:

    - Why so many self-service programs fail, and what it takes to create a winning self-service strategy
    - How advances in contextual search and cloud-powered machine learning make self-service more effortless for your customers – and your team
    - Why you shouldn’t let roadblocks like information silos and ever-changing content stand in the way of delivering the self-service experience your customers deserve.

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