Coveo (TSX:CVO), a leader in AI platforms that transform digital
experiences with intelligent search, recommendations, 1:1
personalization, and merchandising, today released its 2023
Customer Service Relevance Report which found that in an uncertain
economy, organizations are under pressure to retain and expand
their customers. Ghosting has become more prevalent, and people
will now leave your brand after only two or three negative
experiences.
Across the demographics surveyed, customers expect their service
and support experience to deliver the most relevant information
throughout their engagement with a brand so they can make the most
of a product or service. Although 87% of Gen Z respondents said
they'll give brands more chances than other demographics, 60% of
them said they'll abandon a brand without notice once those chances
are gone.
“While offering great
customer service should be table stakes, many companies still miss
the mark (and spend too much money) on doing everything except the
fundamentals.” said Patrick Martin, GM of Service at Coveo. “Our
report shows that customers want answers — is your company equipped
to supply them? Because customer expectations are constantly
evolving, you need to build an experience layer that works across
all channels. That experience layer must sit on a flexible
foundational platform that includes search and machine learning
that allows you to meet your customers - wherever they are. There’s
an opportunity to deliver the proactive experience your customers
seek, and save money doing it.”
Customer Service
Relevance Report 2023 key findings include:
Great products
alone aren’t enough to keep customers:
- Fifty-nine percent of Gen Z and 49% of
Millennials say they will give a brand a third chance before
abandoning it. Generation X (40%) and Baby Boomers (32%) are not
quite so generous. It’s notable that the digitally native
generation has more patience for a poor online experience — but
that doesn’t mean that Gen Z will offer brands endless chances when
it comes to service.
Rather than
complaining, customers will ghost you:
- 55% of respondents (up from 46% in
2022) say they rarely or never complain about a negative digital
customer service experience. 60% of Gen Z respondents say they
rarely or never complain to a company when they have a negative
digital customer service experience
No self-service
is better than poor self-service
- 50% say they would prefer no
self-service option if it’s going to be a bad experience
- A majority (50%) say they want to be
able to see the actual answer within the search results, not just
links
- They want more intelligent chatbots
(46%)
- They want advanced filtering that lets
you narrow the search to your exact need (44%)
- They want to be able to search for
help within the product you’re using (43%)
- They want to get recommendations for
content that has been helpful to others with a similar problem
(33%)
Why customers will abandon a brand:
- “It’s too hard to talk to an actual person” (overall 53%; Gen
Z: 49%)
- Getting conflicting information from customer service
representatives (overall 46%; Gen Z: 43%)
- Not being able to find the information on their own (overall
43%; Gen Z: 40%)
Industries with
the worst customer
service:
- Retail (36%)
- Utilities/service providers (33%)
- Health insurance (29%)
- Technology providers (27%)
As part of Coveo’s 2023
Customer Service Relevance Report, Arlington Research was
commissioned to undertake an online study of 4,000 adults across
the U.S. and UK aged 18+ who use a computer as part of their work
in companies with 250+ employees. Responses were captured between
January 12-25, 2023.
Download the full report
here.
About Coveo Solutions
We believe AI is a competitive imperative to deliver the
delightful and relevant digital experiences people expect, while
maximizing profitability. Coveo accelerates the application of AI
platforms in enterprises, helping them personalize and profitize
every experience at scale.
The Coveo Relevance Cloud™ platform is a market-leading AI
platform that enhances search, recommendations, personalization,
and merchandising intelligence in digital experiences across
commerce, service, website, and workplace applications. Coveo’s
platform includes analytics, AI model testing capabilities, and can
easily integrate into almost any digital user experience a large
enterprise delivers. Our platform is cloud-native SaaS,
multi-tenant, API-first, and headless.
Coveo has been a pioneer in the application of AI within the
enterprise. Our Coveo Relevance Generative Answering capability,
which integrates LLM technologies with Coveo's platform to feed
generative AI with a common, secure unified index and real-time
content, helps to drive relevance at scale, consistent factuality,
secure sources of truth across all channels, and specifically
solves the key challenges found with other generative AI platforms
for the enterprise.
We help hundreds of the world’s leading brands create tangible
financial value. We believe our platform is differentiated by its
sophisticated applied AI, designed to deliver highly relevant,
bespoke digital experiences that drive superior business outcomes.
In addition, our platform’s scalability, rapid time to value,
enterprise-grade security and compliance, and native integrations
with other third-party technology applications set us apart. We are
a Salesforce Summit ISV Partner, an SAPⓇ Endorsed App, and an Adobe
Accelerate Exchange Partner.
Coveo is a trademark of Coveo Solutions, Inc.
Stay up to date on the latest Coveo news and content by
subscribing to the Coveo blog, and following Coveo on LinkedIn,
Twitter, and YouTube.
Highwire PRCoveomedia@coveo.com+1 418-263-1111
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the forward-looking information contained herein is based upon what
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the forward-looking information contained herein. Certain
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capitalize on growth opportunities and implement our growth
strategy; our ability to attract new customers, both domestically
and internationally; the success of our efforts to expand our
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successful strategic relationships with partners and other third
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under our revolving credit facility; the accuracy of our estimates
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Coveo Solutions (TSX:CVO)
과거 데이터 주식 차트
부터 4월(4) 2024 으로 5월(5) 2024
Coveo Solutions (TSX:CVO)
과거 데이터 주식 차트
부터 5월(5) 2023 으로 5월(5) 2024