PatrickMartin · Senior Director, Technical Support · | Expert ✭✭✭

Hi @Erika TaylorBeck You mention that you have updated your knowledge base to make it easier to find answers. Are you using any type of insight engine (like Coveo for example) to centralize all search activities and leverage AI to help agents find the relevant information they need? This would definitely be something to…

Hi Francesco, I'm not a phone tree expert, but from the times I've had to go through this, you would try to limit to 4-5 menu options, and maximum 3 layers of decision tree. This is where the abandon rate seems to get higher when you have more than 3. I hope this helps.

Hello Suresh, I'll try and chime in here from a Support perspective. I believe that the industry is shifting to a consumption based pricing when it comes to the product/platform. Pricing can be built many different ways, having a flat fee for platform access + consumption or consumption only. The challenge that most are…

I think it starts with what Carlos mentioned, understanding the customer. Technology providers need to shift from building product functionality to driving value (business outcomes). If you can understand what business outcomes your customers are aiming for, build an offer that is aligned with these outcomes, measure the…

I would agree here. All your services need to be transformed as you move to XaaS since your playing field is different. You now have visibility in customer consumption, meaning that your services need to be built around this data and focused on your customer's business outcomes. To make this transformation a success,…

Hello Sumit, In a previous life, we had this model and I have to say that the majority of our cases came is at severity-2, and it was hard to negotiate with customers for a downgrade, especially at the time of case creation as the customer is in reaction to the issue, and takes an emotional approach to setting case…

@Somendra by properties, you mean what exactly? Are you referring to case submission form, community, self-service sites (docs, training, etc.)? If this is the case, you would need to look at each separately as they are all different and calculate total deflection in the end. The case submission form is the easiest one…

@Somendra we haven't cracked that nut yet on isolating intent. However, TSIA have brought up the notions of implicit and explicit case deflection, which I believe help with this. @DavidBaca has done lots of research on this.

Hi Lexi, The Support team at Coveo are building an entire Internal Development program that is tied to our career pathing framework. Each path is made up of specific trainings, that are tied to learning objectives that are required to perform at different levels. Each path builds on top of the next one, which not only…

Hello, I have not seen this in a Support context, however, in a previous life, we did ask customer to have a contact available 24/7 for Sev-1s and if they were not able to supply such a contact, we did not treat the case as a Sev-1. It was on a case by case basis, not embedded in a contract however.

Hi Jason, Wow, already been more than 1 year since the original question. I can tell you that a lot has happened on the enablement side of things for us. We hired an Internal Development Program Manager to build a full virtual training program for new employees, as well as progressive modular training/development paths for…

Hello Liz, I'm not too sure about this. My experience is that you can serve customers much better by aligning by skill and vertical. What I mean is that from a Support perspective, cases should be sent to the most qualified agent for that particular case (skill-based routing). It allows you to leverage people's strengths…

Hi! Very good questions and I believe that it really starts with you asking yourself the question on what type of customer experience you want to offer your customers? Which behaviours will be required from your support agents to deliver this customer experience? Once you have identified these, you'll find it much easier…

Hello Erika! I just sent you a private message to connect on this. Looking forward to discussing this with you.

To answer your question, I believe that the Support organization needs to own this. My reasoning behind this is that a Sales Engineer could encounter an issue that customers could encounter as well. This needs to be captured and documented, as part of the Knowledge Management process, so that it can be reused by Support…

Hi! Our Cloud Operations team owns the status page, but Support contributes by notifying them of issues that are reported that should be published on the page.

Hi Kimberly, Sorry for the late reply, I've had this tab opened for a while now. We have a variable compensation program for our agents that touches several fronts: Incident/Case Management Case quality Knowledge Management Customer Satisfaction Each area is made up of individual and team objectives that we believe drive…

For Coveo, 1- Professional Services 2- Technical Support

Hi @Steven Forth , You are right, it can be seen as an outcome. There can be several behavior traits and skills that contribute to "high-quality interactions": Communication skills Customer focus Product knowledge Understanding of customer's business outcomes We have a well defined case quality guide that is used to review…

Hi @Peroline Moran , Thanks for your insight on how you are using your homegrown solution. I believe that it is fair to assume customer intent in your situation as your customers came to your portal only to log tickets in the past. However, if you ever decide to broaden the scope of your self-service portal to include…

Hi! I would like to build on what Steven was saying, however, I will be suggesting that you take the search aspect. Having a unified search technology would allow your different departments to continue using their own methods and tools of creating content. The search tool can allow you to index several content sources and…

Hi @Karen Chiang, sorry for the delayed response here. As we were reviewing this, we identified the behaviors that we believed contributed to enriching experiences and this is what we came up with: Knowledgeable agents Accessibility Responsiveness Accuracy of solution offered High quality interactions Courtesy I hope this…

Hi @Eddie Aguilar . We share some of the same challenges on our end as well. Onboarding remote employees and incorporate them in the team culture is definitely an area that we are focusing on. Our training and onboarding process is pretty much self-paced, to which we assign a mentor and target timelines to have completed…

Hi @Sumit Bhat Thanks for your response. We are currently using a Slackbot to help route our cases but it has reached its limits. We are evaluating various vendors and also have the possibility of building something in-house. If we can find something that works for us that already exists, then that is the option we are…

@David Baca Thanks! I'll surely take a look.

Thanks @John Ragsdale . I have just registered for the webinar.

Thanks @Steven Forth ! We hold our team members accountable to CSAT measures as part of their MBOs. Our transactional survey questions are aligned to measure the behaviors we believe contribute to delivering enriching experiences. We also do case reviews in which our criteria for these quality reviews are aligned with our…

@Steven Forth sure thing! Here it is: To transform every situation into an enriching experience, one interaction at a time, so that Coveo employees, partners and customers strive towards their desired outcomes. We wanted something that covers more than just the customer service per se. We wanted to have a statement that…

I truly believe that culture and values are what contributes the most to building a winning team. If you are able to determine your team's purpose (WHY) and find people who share your same beliefs and purpose, it becomes easier to align everyone on the WHAT you do and HOW you do it. The purpose becomes the reason for…

Hi @Divya Agarwal ! Thanks for your reply. I am quite familiar with CSS Corp having attended many of your sessions at various TSIA conferences. I knew that you offered outsourced resources and partnered with your customers on servicing their customers but did not know that you were also disposed to offering technology…