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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

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

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