Coveo Helps Medallia Improve Agent Proficiency and Customer Experience
“Implementing Coveo has resulted in big cost savings”
Medallia took interest in Coveo’s cloud-first approach, its tight Salesforce integration and wide range of connectors.
With all information collected into a unified index, Medallia recognized that its contextually relevant information could be easily exposed to agents within Service Cloud thanks to Coveo’s native Force.com user interface, and to Medallia’s self-service portal--thus accomplishing its goal of improving agent proficiency and the customer experience.
In this case study discover how Coveo’s analytics made Medallia’s relevant content accessible for agents and improved their proficiency and the customer experience.
In this case study you will learn:
- How Medallia has centralized its documents and saw a +5 point NPS improvement in one quarter
- Adoption of KCS best practices
- Increased agents’ proficiency by 34%
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This case study is sponsored by Coveo.