Ce contenu n’est disponible qu’en anglais.
Case Study
5 min read
Medallia Drives CX With Knowledge Centered Service
Nous, en chiffres
Les chiffres parlent. C’est pourquoi nous aimons les données.
Voici ce que disent les nôtres.
-
~40 % consacrés à la R&D
-
750+ employés
-
$200 million Annual revenue
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.
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.
