Name: Turning your Salesforce Community into a Case Deflection Engine
Start: 2020-04-21T17:00:00Z
End: 2020-04-21T17:00:45.000Z
Location: BrightTALK
Rating: 0

As the pioneers of cloud-based AI-powered search and recommendations, we have always been driven by making the lives of our customers easier and the relationship with their customers more meaningful.

Our mission is to transform your business by helping your organization to deliver more personalized experiences at scale, by ensuring that every customer, partner and employee has contextually relevant information at every touchpoint of their journey.

Many organizations planned to improve their digital self-service offerings in some way this year: investing in chatbots, in-product help, communities, knowledge management, video content, search, and more. But given the new reality we’re all living in, your customers need better digital self-service now. It just can’t wait.

This research-based briefing designed to help you quickly adapt to your customers’ needs for self-service - and take the pressure off your contact center - fast. You’ll learn the practices of digital experience leaders from Informatica, Ellucian, VMware, Tableau, and others which are proven to:

 - Help customers easily find information on their own, using the data and knowledge you already have.

 - Connect customers with answers where they are and enable them to resolve issues using your lowest-cost channels.

 - Reduce the pressure on your support engineers by empowering them with swift access to all of the contextually relevant knowledge they need to solve cases.

Help Customers Help Themselves: 3 Digital Self-Service Strategies That Work

Most businesses know that personalizing digital experiences is important. However, by 2025, 80% of marketers who have invested in personalization will abandon their efforts due to lack of ROI, the perils of customer data management or both. Personalization isn’t easy, and many businesses employ generic and labor-intensive rules that don’t deliver the experiences buyers expect.

In this webinar, Ciro Greco, Director of Artificial Intelligence at Coveo, and Ali Hanyaloglu, Sr. Director of Product Marketing, will talk about the challenges companies are facing with personalization today, and explore ways that they can be successful in not only overcoming these challenges, but winning against their competitors.

Delivering on your customers’ expectations for effortless and personalized buying experiences is a complex endeavour - watch the webinar as our speakers explain why and cover:

- Why personalization is so hard to get right
- Why we should think of a more meaningful way of conceiving personalization at scale
- Real examples of what actually works

Personalization: Why It's So Hard to Get It Right

We are in a new reality: one where shoppers are confined to their homes, and retailers have shut their doors. A reality in which retailers need to react now to cope, and adapt quickly to compete once we get through this.

With the online shopping channel now being the only channel, brands and stores have to quickly roll out intelligent, personalized online shopping experiences that meet customer expectations – or risk losing them for good.

View the webinar to get answers from Mark Floisand, SVP Product & Industry Marketing at Coveo, to see how companies are dealing with this new reality by leveraging AI & data. You’ll learn how to:

- Make the most of your online channel, now.
- Enable shoppers to find, explore and buy products, intuitively.
- Deliver personalized product and content recommendations for each shopper.
- Balance the shopper’s experience with what makes business sense for you.

When Online Shopping Becomes the Only Channel

Your customers don’t have time to browse all over your site. They want to search for – and find – what they need quickly and easily through personalized experiences. And with site search users being up to 5 times more likely to convert, the stakes for relevant results and recommendations are higher than ever before.

In this webinar, you will learn how Motorola Solutions is adapting its digital strategy to the changing expectations of their customers. Jon Rossman, Solutions Digital Experience Manager at Motorola will share his experience and lessons learned from creating a more relevant, unified and personalized website experience. You’ll hear practical tips to increase website traffic and conversion, and strengthen the relationships with your brand. Additionally, you will learn:

·     Motorola’s strategy and roadmap to create relevant experiences at scale
·     Simple site design and functionality changes that can have a big impact on search
·     How artificial intelligence can help you deliver the most relevant search results
·     How to leverage analytics from the search experience to evolve your web strategy

How to Use Intelligent Site Search to Increase Conversions

Amazon, Google and Netflix have shown us what’s possible from digital experiences. But disjointed channels, siloed information, and ‘’one-size-fits-all’’ experiences are still all-too-common among service, sales and commerce operations.

Learn and see how digital experience leaders are leveraging AI to deliver interactions that anticipate customer needs and make personalized, contextual and proactive recommendations inside various Salesforce Clouds - and the business benefits they are reaping.

From automation to relevance, you'll learn how you can combine Salesforce Einstein and Coveo AI to enhance your digital experiences.

In this webinar, you'll learn how you can leverage AI to deliver personalized and contextually relevant self-service and support experiences that drive self-service success and agent proficiency.

Delivering Effortless Support Experiences that Drive Business Results

It’s no surprise when it comes to resolving issues and finding information, customers prefer to self-serve. And organizations prefer it too because it dramatically reduces support costs. But if you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

Watch this webinar to learn tips and best practices we’ve seen our customers implement to increase self-service success & boost case deflection.

In this webinar, we:

- Dive into what great self-service looks like and show you the formula for creating relevant support experiences
- Share case study examples of successful Salesforce Communities using Coveo
- Answer questions about AI-powered search and recommendations capabilities

If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search and recommendations to boost customer self-service.

Self-Service Best Practices for Salesforce Community Cloud

It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your Salesforce Community, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

Watch this 60-minute webinar to learn the three ways you can turn your Salesforce Community into a self-service & case deflection engine. In this webinar, we’ll:

- Share case study examples of successful Salesforce Communities using Coveo
- Walk through live community sites like Adobe, Logitech and Salesforce
- Answer questions about how AI-powered search capabilities can help solve common challenges with case deflection

Turning your Salesforce Community into a Case Deflection Engine

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Turning your Salesforce Community into a Case Deflection Engine

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