Zero is one of the world's fastest growing cloud accounting platforms, and as we grow, we're committed to a couple of things. We want the whole customer experience end to end to be a positive and intuitive one, and everything we build we build with that scale in mind. Today, we have more than two million customers globally, and we're building for a future where we have tens of millions of customers. So we partnered with Coveo to make sure that we could deliver truly satisfying relevant customer experiences at scale, and it worked. Today, over ninety five percent of the questions asked in Zero Central are answered by self-service help content powered by Coveo. Now that's more than a million queries each month that don't turn into support tickets. And Coveo also proactively recommends content that matches with what you're trying to do. Sometimes before you even know you need it, and that helps make it possible for Zero to keep adding millions of users whilst ensuring our customers have an amazing customer experience. Our support specialists, incredibly smart people, many with accounting degrees, are spending significantly less time answering those simple repetitive questions. Much of our customer interaction is now fully automated. And our specialists can therefore focus on engaging with customers to solve the truly hard problems. Today, we use Coveo artificial intelligence with eight different use cases, Everything from self-service portal and agent console to our app marketplace. Coveo helps us deliver relevance almost every single customer and partner touch point that we have. And thanks to Coveo, we're better delivering on our commitment to make the whole customer experience an overwhelmingly positive one.

How Xero avoids 1 million unnecessary support tickets every single month

Over 95% of questions asked in Xero’s customer community are answered automatically. All without agent intervention, frustrated customers, or inaccurate info getting in the way.

This means two things.

One: Support specialists are spending significantly less time answering simple, repetitive questions. And can help build customer relationships by solving truly difficult problems instead.

And, two: Customers are way happier getting the accurate info they need faster.

You can do the same thing in your own organization and boost your customer loyalty while lowering cost- and time-to-serve.

In just 1 minute and 59 seconds, you’ll discover:

  • The Coveo feature Xero relies on to keep providing amazing, personal service despite rapid growth and millions of customers
  • Exactly why Xero is using Coveo across eight different use cases in their organization
  • The unexpected, counterintuitive reason why automation actually helps you provide ultra-personal service that customers love

If you want to provide satisfying, loyalty-boosting customer experiences…

At scale…

Get insider info from industry-leader Xero on how to provide remarkable customer service – even during the chaos of a massive growth phase.

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