Docusign, the Intelligent Agreement Management company supports more than 1.7 million customers across 180 countries. With that scale comes complexity — especially when delivering seamless, responsive customer support.
To address growing digital expectations and ensure consistent service quality, Docusign selected Coveo AI-Search and Relevance Generative Answering to enhance its Salesforce Experience Cloud and Service Cloud environments.
Modernizing Search to Support the Business
Docusign recognized that traditional search was no longer sufficient. Knowledge creation and management was distributed across numerous teams and systems, making it difficult to connect users with the right information at the right time.
After evaluating multiple solutions, the team chose Coveo for its ability to meet immediate operational needs while scaling with the organization.
Key Capabilities Driving the Decision
- Search and generative answering within Salesforce: Coveo enables Docusign to deliver relevant answers to both customers and customer service representatives (CSRs) directly within Salesforce — reducing search time, improving resolution speed, and contributing to higher customer satisfaction.
- Integration without replatforming: With Coveo’s flexible architecture and extensive connector library, Docusign was able to index existing content across systems, no restructuring required.
“I can’t convince 20 other departments to move all of their stuff somewhere else,” said Beau Stonefield, Principal Program Manager of Docusign’s self-service platform project. “Whereas, Coveo allows me to ingest the data that’s already there. So that was huge.”
- Smarter self-service experience: With more relevant content surfaced automatically, Docusign is lowering cost-to-serve by improving case deflection rates and reducing support ticket volumes.
- Enhanced agent efficiency: CSRs receive AI-driven recommendations that minimize time spent searching, decrease average handle time, and enable them to focus on higher-value interactions.
- Consistent experience across channels: Whether customers engage through digital self-service or assisted support, Coveo ensures continuity and relevance: decreasing escalations and improving user outcomes.
In addition to the features and capabilities they needed to resolve customer experience challenges, peer validation also played a role in the final decision.
For service leaders rethinking their digital support stack, Coveo represents a strategic investment in long-term operational efficiency and customer satisfaction.
Explore our on-demand demo hub or connect with an AI expert to learn how our platform can help your team meet today’s demands — while preparing for what’s next.