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.