Case Study: Tableau achieves $18M in annual support cost savings with Coveo

How Tableau Reduced Support Costs With Case Deflection

Tableau, a company that helps customers “see and understand data,” faced rising support costs as it scaled its subscription business and needed a more cost-effective way to improve customer experience. With content spread across multiple formats and sources, Tableau turned to Coveo AI-powered search and recommendations to help customers find the right answers through self-service.

Coveo implemented predictive search and knowledge-base recommendations on Tableau’s customer community, using context and intent to deflect cases and guide users to relevant content. The results were significant: Tableau reported monthly savings of $1.5 million and annual customer service savings of $18 million, while improving customer loyalty and self-service success.

Tableau

Dave Jobling

Senior Program Manager, UX