new how medallia is leveraging kcs to fuel data-driven decisions · 2019. 3. 7. · 28 agents...

Medallia © Copyright 2018. Confidential. 1

How Medallia Is Leveraging KCS to Fuel Data-Driven Decisions

Rocco Cervantes Laurel Poertner

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Why support leaders are taking a second look at their support strategy Customers expect personalized relevant and seamless experiences throughout their self-service journey.

Support leaders need a unified and measurable view of the journey in order to deliver on that expectation.

Consumer

Business

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The Formula for Creating Relevant, Personalized Self-Service Journeys

Relevance

Machine Learning

data science drive “what you need next”

recommendations

Content

Data & Knowledge Ecosystem

Secure connectivity to reach and unify across the entire

enterprise

Context

Profile & Integration

…in the course of work or digital interaction

Intent

Behavioral Analytics

wisdom from the interactions’ sum total cues likely intent

+ + =

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To meet the demand for self-service, you need a knowledge strategy

1 2 3 4

Create content as

a by-product of

solving issues

Evolve content

based on demand

and usage

Develop a knowledge

base of the collective

experience

Reward learning,

collaboration, sharing and

improving

KCS Principles

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Signals from search & behavior ▶  Profile, history, region and language ▶  Search queries ▶  Search queries with no results ▶  Click ranks & content consumption ▶  Facet usage ▶  Cases created or deflected ▶  Web conversions

Inferred intents or outcomes ▶  Personas segmentation and behavior ▶  Relevance of results ▶  Successful queries ▶  Content gaps ▶  Emerging issues & trends ▶  Facet value suggestion

Your customers are leaving you clues every time they interact embark on a self-service journey


Resolution Quality Index

Who we are KCS and Coveo

Data-driven Decisions


Who we are


KCS and Coveo


Medallia © Copyright 2016. Confidential. 8 8 Support

Complexity Make it

Engaging Drive Operational & Strategic Action

INTEGRATE INTERPRET/ACT LISTEN

Operational Data Multi-Channel

Data Collection

Real Time Distributed Action & Improvement

Executives Insights

Frontline Managers Call Center

Big Data Engine In-Memory Analytics Native Text Analytics

Organizational Mapping

Medallia Operational Feedback Management Platform


Medallia Support All metrics are of last fiscal year

116,300+ cases

33 Support Agents

71.3 Net Overall Satisfaction with Support

Experience 1.2m Active users (per quarter)


Who we are


KCS and Coveo



Learning KCS


●  Developed easy and simple page layout ●  Developed criteria for an excellent article ●  Launched hands-on training

Knowledge Articles as source of truth

How do we get agents the information they need to author articles?


Agent Search

Self-Service Search

http://www.brandsoftheworld.com/logo/jira?original=1 https://www.pcmag.com/review/354895/amazon-s3 https://upload.wikimedia.org/wikipedia/en/thumb/8/83/Salesforce_logo.svg/1200px-Salesforce_logo.svg.png http://www.logotypes101.com/logo/coveo https://images-na.ssl-images-amazon.com/images/I/51Dviw%2BFTHL._SX331_BO1,204,203,200_.jpg


Coveo Agent Inside Panel


Admin Community Search


Who we are


KCS and Coveo



How do we develop content

quickly and correctly?


Resolution Quality Index as a Process Integration Indicator

https://www.dbkay.com/kcs/from-article-quality-to-resolution-quality

Linkage Inaccurate Does the attached article inaccurately contribute to the case’s resolution?

Reuse Loss Did we miss an opportunity to attach a pre-existing article?

Improvement Loss Did we miss an opportunity to improve an article based off the Great Article Checklist?

Capture Loss Did we miss out on an opportunity to capture new knowledge (in the form of a new article)?


RQI in action


Who we are


KCS and Coveo



Keep KCS metrics central

Embedding KCS into Standard Reporting

Team KPIs Department KPIs Individual KPIs

Make it easy to dig into feedback


Data-driven Coaching


Easy Drill Down


PLACE IMAGE OVER THIS SPACE

Digging into Community Pain Points

●  Keep dashboards simple

●  Use analysis to dig in ●  Pair anecdotal evidence (symptom)

with data, to investigate root cause


Key Takeaways

Enable your agents, and choose the right PIIs

Embed KCS data and reporting into Organization’s DNA

Keep it simple, and ground in data analysis

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Your next step towards building an intelligent self-service journey map

KCS Roundtable Webinar

Join the KCS Roundtable Webinar session on March 14 coveo.com/kcsroundtable

Coveo Impact 2019

Meet other KCS practitioners at Coveo Impact for training on KCS v6, Analytics, Personalization and more

[email protected]

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© 2017 Coveo Solutions Inc - Proprietary and Confidential

Coveo Relevance Maturity ModelTM

Siloed Search

REACTIVE RESPONSIVE PROACTIVE PREDICTIVE

LAGGARDS

CRMMTM

STAGES

POSITIVELY BUSINESS

IMPACT & ROI

NEGATIVE BUSINESS IMPACTS

& ROIFederated Searches

Secured Unified Ranking

ContentNavigation

Actionable Insight

Tunable Relevance

Machine Learning – AI Enablement

Self-learning predictive recommendations

Content Intelligence

Efficiency Proficiency

LEADERS

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L Agents Attach Count Average Click Rank % No Results Queries

Total Agents Total Attach to Case Avg Click Rank Content Gap %

Definition Total number of agents performing searches

Total number of times agents were attaching to their cases.

The average position of clicked documents with 1 being the first

document. Percentage of queries with no results.

Benchmark n/a n/a <= 3 <= 5%

Agent Insight Panel 191 79k 2.2 7%

Agent Console Performance Indicators Results against core adoption metrics are improving month-over-month since launch

Meeting

Lagging

Improving

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L Query Click-Through % Visit Click-Through % Average Click Rank % No Results Queries

Query Click-Through % Visit Click-Through % Avg Click Rank Content Gap %

Definition Percentage of searches with at least one clicked document.

Percentage of visits with search that had at least one clicked document.

The average position of clicked documents with 1 being the first

document. Percentage of queries with no results.

Best in Class >= 50% >= 60% <= 3 <= 10%

Community Search 40% 66% 3.6 7%

Performance Indicators (YTD)

Meeting

Lagging

Improving

new how medallia is leveraging kcs to fuel data-driven decisions · 2019. 3. 7. · 28 agents...

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