Coveo research dives into how to raise its most successful customers CSAT/self-service success — while decreasing case resolution time.
Even though Customer Satisfaction Score (CSAT) across all industries has fallen to its lowest level in 15 years, we are seeing a trend with our highest performing clients. We examined them and were able see their CSAT score jump by nearly 30%, with 50% increase in self-service success and/or a 25% decrease in case resolution. The trend we identify amongst these successes were: all are committed to providing relevance.
What is relevance? It is giving customers and agents exactly the answers and content they needed, right when they needed it. They used artificial intelligence (AI) to deliver these answers faster than they could blink. And they delivered it to not just one customer, but up to millions of customers at a time.
So what are the leaders in relevance doing to create strong, relevant customer experiences?
- Build the Best Relevance Solutions by Bringing IT and Customer Service Together
- Use Machine Learning Models to Improve Search Relevance First — then Expand to Other Use Cases
- Ensure all Your Relevant Support Content Is Searchable by Agents and/or Customers
- You Don’t Need a Mature KCS Program to Start Creating Relevant Experiences
- Evangelize and Enable New Resources or Technology Changes
Download now to learn how you can apply relevance in your company