SupportLogic enabled Coveo to improve the experience for customers by resolving issues much faster and for agents by reducing the effort required to resolve cases.
By routing cases with SupportLogic, Coveo agents could quickly resolve issues: MTTR fell by 53%, and First Day Resolution increased by 31%.
“The fact that you’re leveraging your top qualified agents to solve the case out of the gate definitely has an impact,” says Patrick Martin, VP of Technical Support.
SupportLogic’s case monitoring of existing cases for signs of trouble also paid off, cutting escalations by 56%. According to Martin, “our management team uses SupportLogic as our eyes everywhere, so if something does seem to be going out of whack, we can take action. We can have a proactive approach to avoiding any potential customer frustration.”
Agents also reaped the benefits of SupportLogic. The platform’s intelligent case assignments ensured agents received cases they were well-qualified to work on. Agents started resolving more cases more quickly, which improved both customer experience and agent experience.
“From an agent experience standpoint, nothing is worse than receiving a case and saying, ‘OK, I’ve never seen this before, I have no idea where to start with this.’ Intelligent case assignment detects who the best and most qualified people are. That definitely helps.” — Patrick Martin, VP of Technical Support