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Case Study

Empowering Agents to Create Great Customer Experiences at Medallia

Empowering Agents to Create Great Customer Experiences at Medallia

Empowering Agents to Create Great Customer Experiences at Medallia

Coveo
Pages 6 Pages

Medallia, a leader in customer feedback management, struggled with siloed information across S3, Jira, Confluence, product docs, and Salesforce, which slowed agents and forced customers to seek assisted support. By adopting Coveo for Salesforce, Medallia unified content into a single index, enabling AI-powered search and recommendations directly in Service Cloud and its self-service portal. Results included a 34% boost in agent proficiency, a 12% rise in click-through rates, and a 5-point NPS increase in one quarter. Tier 1 agents now resolve 78% of cases versus 58% before, cutting costs and freeing time for stronger customer relationships. Search analytics also accelerated KCS adoption, raising community click-through rates from 28% to 40%.

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