3 Self-Service KPIs that "Helped Establish Salesforce"
"Simple. Intuitive. Fast." According to Nick Sweers at Salesforce, your self-service experience needs to be all three if you want to establish yourself as an industry leader.
This quick, insight-packed video shows you how Salesforce did that almost effortlessly – simply by boosting these 3 KPIs with Coveo:
- Case Submission Success Rate – Salesforce saw a 32% increase, meaning more customer getting timely help with less effort
- Reroute Rate – 63% decrease, meaning more customers getting cases resolved the first time without having to talk to multiple engineers
- Self-Help Success Rate – 200% increase on case forms / month, meaning fewer cases created, and a reduction in cost-to-serve
