Empowering Agents to Create Customer Experiences at Medallia

This case study outlines Medallia's efforts to enhance agent proficiency and customer experience through the implementation of Coveo's intelligent search solution. Medallia, a company focused on improving customer feedback and insights, faced challenges with an inefficient search strategy that hindered access to relevant information across multiple platforms. The case study details Medallia's objective to centralize information and improve support agent capabilities, which was achieved by integrating Coveo's cloud-first approach with Salesforce. The results showed a significant increase in agent proficiency, with Tier 1 agents handling 34% more cases independently and achieving a 5-point improvement in Net Promoter Score (NPS) within a quarter. Additionally, the implementation led to decreased operational costs as agents spent less time searching for information. The study also highlights the positive impact of search analytics on Knowledge Centered Service (KCS) practices, demonstrating how tracking search data encouraged agents to create valuable content, further enhancing customer support effectiveness.