Medallia Drives CX With Knowledge Centered Service

↑34% Support agent proficiency
1,100 Employees
$200 million Annual revenue

Medallia boosts agent proficiency with AI search

Medallia’s transition from several disparate knowledge bases to a single, unified support hub solves satisfaction issues from both inside and outside of the company. Agents can do all their searches from within the Service Cloud, seeing the most relevant and updated support resources listed first.

As they continue to use these resources, machine learning optimizes their experience over time. They become more agile, using their skills to resolve each customer inquiry the right way the first time.

High-tech leader Medallia has been serving the top brands in their mission to understand and delight their customers. With over 1,100 employees, many of them customer agents, they were already using tools like Salesforce to optimize customer support processes. By partnering with Coveo they built a world-class support team and self-service site that offer quick resolutions for the customer community.

Since employing a Knowledge-Centered Service (KCS) strategy, this California-based brand is seeing outstanding gains in both customer satisfaction and site engagement. It's on track to see improvements to its $200 million annual revenue average.

Centralized support documentation

Problem: With support resources scattered across separate, disparate platforms, agents were having to leave Service Cloud to get the answers to each customer issue.

Solution: Coveo’s KCS approach involved unifying support documents from various platforms into one company-owned search platform. Tier 1 support agents could find the article they were looking for right away. Their case handle time also increased, which suggests they are building on existing knowledge to handle more complex cases than before.

↑34%

cases handled by Tier 1 agents alone

↑5 points

quarterly NPS improvement

Agent-owned solutions

Problem: Lack of agent buy-in hampered KCS adoption.

Solution: Including support agents in the results of their work created a positive feedback loop. While not an expected benefit from the Coveo partnership, Medallia began to see an increased enthusiasm from agents once they saw that their support queries and related case content were impacting internal teams and customers in a meaningful way. Agent-created content increased self-service click-through rates (CTR) and reduced the overall number of cases created.

↑12%

self-service CTR

Creating a single, searchable
agent support hub

Medallia is able to provide Tier 1 agents with real-time, relevant resources to reduce call time and discourage unnecessary escalations to Tier 2 agents. Since the customer service team is instrumental in creating resources, they see the immediate benefit of knowledge sharing in daily workflows. Both internal and external stakeholders feel cared for and have a better overall experience.

Take a look inside

How Coveo helped Medallia index all of its customer support resources into a single knowledge base in mere minutes.
How embedding Coveo in agents’ workflows allowed them to improve handle time, implying resolution of more complex cases. (Page 4)
How Medallia decreases wasted customer support time and improves ROI with every support case. (Page 5)