Conference Presentation

Gold-Mining Through Support Data: Using Case Information to Fuel a Continuous Improvement Program

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Support is sitting on a gold mine of data. Every case is actually insight on your customer experience and how they use your products and/or services: - Customer usage - Intuitiveness - Robustness - Training/education needs - Tools and process - And more...  Coveo has designed a Continuous Improvement Program in which improvement indexes are being used (relying on support data), allowing the identification of top areas for improvement. This information is used for root-cause analysis, and insights are then shared in collaboration with internal teams: Development, Customer Success, Customer Experience, Training, etc. to see how products, services, and processes can be improved.  

Presented By:

Patrick Martin

Sr. Director, Technical Support, Coveo

Alexandre Leblanc

Support Program Manager, Coveo

Publish Date: October 22, 2019

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