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Conference Presentation

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

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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

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Peg Rodarmel, SVP, Subscription Services, Infor

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