Conference Presentation

Coveo Case Study: Creating Relevant Support Moments that Create Customers for Life at Salesforce

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

Faced with year-over-year of hyper-rapid customer growth, Salesforce needed to maintain global customer satisfaction rates across online self-service and agent-assisted channels without sacrificing the customer experience. In less than 2 years, they’ve managed to increase CSAT while keeping agent headcount low. How’d they do this? In this case study session, we’ll look at how Salesforce delivers relevant content and contextual recommendations at scale across self-service and agent interactions — freeing up human capital for more quality interactions with customers. Bring your questions!

Presented By:

Jennifer MacIntosh

VP of Customer Success, Coveo

Andre Robitaille

Sr. Principal Success Specialist, Salesforce

Publish Date: May 8, 2018

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.