Customer Award Series

Xero’s implementation of Coveo has continued to exceed expectations and key success measures, first aiding internal support agents to now helping educate and support our more than 1.8 million subscribers at speeds and accuracy we had previously only dreamed of.

Prior to implementing Coveo, we did not have a strong internal data set that allowed us to understand the full user journey on our website, and how live traffic looked across our site. Now, we now have clear, live data feedback on how changes perform in our various search hubs and how our customers are engaging with our site. We were able to lower our content gap to under 1% in one year

Coveo helped us reach our goal to provide actionable insights on client behaviors and decrease our inflow to our Tier 3 Contact Center agents by 50%. Coveo is a true vendor partner, and they want to see us exceed our goals by using their tools.

The number of our unique visitors to our site has increased by 50%, which indicates stronger customer engagement with our product content. We have seen a major improvement in the search user experience compared to what we had prior to Coveo implementation.

Coveo helped solve some of our greatest pain-points, including increasing our click-through to 85%, which is 21% over the TSIA industry standard, and increasing our self-service rate to 55%. Working with Coveo has been a pleasure. We would not have been able to achieve the results we have today without the support of this outstanding team.

Our current implementation has already revolutionized our support experience. We can't wait to implement high levels of capability for our next generation of support, including technologies like intelligent chatbots. We're just scratching the surface with how Coveo can help our business

Coveo is an essential enabler of our philosophy in focusing on the customer, and with their AI, relevance, and personalization we can create smooth and impressive website experiences that feel easy and natural. Coveo’s relevance engine is central to the functionality of our ecommerce sites. With Coveo, we increased our conversion rate by 25% with onsite search, and by 23% with Machine Learning Result Ranking.

Our goal is to present the right content to the right customer at the right time and Coveo has helped us get closer to that by reducing the content gap from 18% to 2% and saving millions of dollars in case deflections and improved customer effort scores.

We would not be where we are without Coveo and the search and recommendation engine that Coveo has provided us. Coveo helped improve our relevance and grow our search performance by 200%, providing customers and team members with the results they need.