Coveo Industry Insider [Financial Services]

Here’s how Coveo AI can help a financial FINANCIAL SERVICES services organization like yours. Industry Insider FINANCE, BANKING, ACCOUNTING Relevant, Proactive, Personalized Service Experiences Coveo utilizes multisource customer data to personalize the customer journey and reduce service costs in any channel. Purpose-Built for Customer Support From self-service to assisted support, Coveo has machine learning models specifically built for the support function. Enterprise-Grade Security Coveo is SOC 2-, GDPR-, CCPA-, and HIPAA-compliant and offers zero-trust policies, white-glove implementation, and annual security assessments. See how our partner Coveo tackles challenges in the financial services industry. From big-picture Superpower Multiple Salesforce Clouds problems to the specific needs of customer support Coveo’s advanced integrations allow business and self-service teams, Coveo has it covered. leaders to quickly and easily bring the entire enterprise into Salesforce. Coveo helps banks, wealth managers, and insurers create better experiences by putting their extensive customer data into action. Keep reading to learn how Coveo could help the heads of customer support and self-service at a financial services company deliver the biggest impact on their most important KPIs: Boosting CSAT while reducing cost to serve.

The Solution The Coveo Relevance Cloud for Financial Services is an AI-powered platform that supports service leaders’ most pressing use cases to balance cost Increase front-line and experience goals. rep productivity. The Challenge: Siloes cause reps to spend too much time looking for the right information. It’s an inefficient use Reduce costs and improve satisfaction. of their time and creates a bad customer experience. The Challenge: Most customers start The Solution: Coveo’s unified index their resolution journey in self-service, and console allows agents to efficiently but only around 13% succeed. This get the information they need. creates a lot of costly service contacts. Capabilities like smart snippets pinpoint The Solution: Coveo makes the exact answers contained within self-service more efficient by placing larger documents. intelligent search and personalized recommendations early in the journey to help customers quickly and easily find what they're looking for. Improve rep engagement to reduce attrition. The Challenge: With high attrition rates, leaders are constantly onboarding and upskilling new employees. Having to use multiple systems Build 1-to-1 personalized to solve simple problems leads to frustration and customer relationships in degrades rep engagement. The Solution: Coveo helps simplify workflows the digital-first world. by pulling information from across a company’s The Challenge: Customers want knowledge bases directly into Salesforce a personalized digital experience and reward and proactively recommending resources to companies that provide one newer employees. with loyalty, but very few receive one. The Solution: Coveo works proactively and reactively along the entire customer journey to show the most relevant information.

How Coveo Solves Both Sally’s The Scenario and Danny’s Challenges In this example, let’s imagine how the heads Proactively recommend personalized content. of customer support and self-service use Coveo helps Sally’s and Danny’s teams preempt Coveo to resolve customer issues quickly. problems the customer might not even know to ask about yet. Reduce service costs through search and recommendation engines. Now their company’s customers’ find the most appropriate content or processes to solve their problems without the need to engage a customer service rep. Provide a more efficient rep experience. Sally Service Danny Digital Coveo provides customer service reps with contextual Head of Customer Support Head of Customer Self-Service information on the customers’ previous online behaviors, including content accessed, searches, and links clicked. Reduce rep effort. Coveo reduces the number of systems that an employee has to learn to do their jobs effectively through a centralized and unified search experience, embedded Sally and Danny are juggling Their Goals: Their Challenges: within the rep console (Service Cloud, Financial Services multiple, often conflicting, goals • Reduce the cost to serve • Siloed information Cloud, and so on). to provide both a high-quality • Provide customers with an • Inefficient site navigation Deliver best-in-class enterprise grade security. and low-cost customer service improved personalized experience • Time-consuming tasks across Customer and interaction data is encrypted, both in experience. • Improve the employee experience multiple systems transit and at rest. Sally and Danny will stay compliant with best-in-class global security standards. Bonus: Unlike other platforms, Coveo Al doesn’t rely on third- party data. This means they can both still gather valuable customer info without violating cookie permissions. Learn more about Coveo