Case Study: Medallia achieves 34% higher agent proficiency and a 5-point NPS improvement with Coveo for Salesforce

Empowering Agents to Create Great Customer Experiences at Medallia

Medallia, a customer experience platform used by hundreds of leading brands, struggled to deliver timely answers because knowledge was scattered across S3, Jira, Confluence, product docs and Salesforce Knowledge. Agents often left Service Cloud to find information, there was no site search for customers, and costly assisted support was required—so Medallia’s objective was clear: make relevant content easily accessible to improve agent proficiency and the customer experience.

Medallia implemented Coveo for Salesforce to index all sources into a unified, context-aware search that surfaces relevant content inside Service Cloud and the self-service portal. The change let Tier 1 agents resolve many more cases without escalation (Tier 1 case handling rose from 58% to 78%, a 34% proficiency gain), produced a 5‑point NPS lift in one quarter, sped resolution, reduced costs and accelerated KCS adoption through actionable search analytics.

Medallia

Kennen Warmack

Director of Support