Scaling Customer Engagement While Improving Agent Value at Xero

Xero is a SaaS company specializing in cloud-based accounting software geared toward enabling small businesses to thrive. The company is currently one of the fastest-growing SaaS companies, employing over 2,500+ people across the globe.

Xero found that customers were having difficulty finding information on their main support portal, Xero Central. Given that over 90% of the questions asked could be served by content, this was highly problematic. Even simple questions resulted in case creation, frustrating customers and agents alike.

In this video, you will find out how Xero implemented Coveo to improve content findability and how easy it became for customers to access Xero’s self-service options at scale and find the information they needed. This improved the support experience not only for customers but also for agents, empowering them to resolve more complex issues faster.