Mining for Gold: Search Technology Finds Knowledge Amid the Data Chaos


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Customer demand for high-quality support continues to grow, as customers have raised the bar for every interaction with support organizations. This comes as a result of the plethora of information available to customers on the Internet, combined with an increase in competitive choices and product complexity. Given this situation, it is imperative that support organizations at least be on a level field of knowledge, or the customer will lose trust. This means that support executives need to be armed with not only the right data, but the right insight.

These executives know there is value in all the data and metrics they collect, but identifying this value using legacy tools has proved frustrating, if not impossible. CRM, multichannel and telephony solutions typically include strong operational reporting, which is useful to determine a top performer for a certain metric, or to measure organizational performance by key performance indicators. But what is missing is the ability to consolidate, correlate, access and analyze data across multiple data sources, identifying linkages and trends, enabling root-cause analysis, and providing insight to allow better understanding for better customer engagement.

Many point solutions have attempted to solve the challenge of information access with built-in search. However, the sophistication of search embedded in many software solutions, while rising, cannot connect the dots across the increasingly social enterprise. Advanced unified indexing technology not only provides access to much-needed analytics, but it is leveraged by agents to significantly impact performance metrics. By having collective knowledge about the customer, as well as their products, support cases, and more, agents can more quickly solve customer challenges the first time, improving resolution time and customer satisfaction across phone, web and email channels.

Find advice from us and the Technology Services Industry Association (TSIA) on how customer support organizations can leverage data for actionable insight in this new whitepaper.

Republished with author's permission from original post.

Ed Shepherdson
Ed Shepherdson serves as Coveo's Senior Vice President of Enterprise Solutions. He brings 30 years of experience in the technology industry to this role. Prior to joining Coveo, he spent 18 years at Cognos, now an IBM company, where he most recently served as Vice President of Global Customer Support.


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