new how medallia is leveraging kcs to fuel data-driven decisions · 2019. 3. 7. · 28 agents...
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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
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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
Medallia © Copyright 2018. Confidential. 6
Resolution Quality Index
Who we are KCS and Coveo
Data-driven Decisions
Medallia © Copyright 2018. Confidential. 7
Who we are
Resolution Quality Index
KCS and Coveo
Data-driven Decisions
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 © Copyright 2018. Confidential. 9
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)
Medallia © Copyright 2018. Confidential. 10
Who we are
Resolution Quality Index
KCS and Coveo
Data-driven Decisions
Medallia © Copyright 2018. Confidential. 11
Learning KCS
Medallia © Copyright 2018. Confidential. 12
● 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?
Medallia © Copyright 2018. Confidential. 13
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
Medallia © Copyright 2018. Confidential. 14
Coveo Agent Inside Panel
Medallia © Copyright 2018. Confidential. 15
Admin Community Search
Medallia © Copyright 2018. Confidential. 16
Who we are
Resolution Quality Index
KCS and Coveo
Data-driven Decisions
Medallia © Copyright 2018. Confidential. 17
How do we develop content
quickly and correctly?
Medallia © Copyright 2018. Confidential. 18
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)?
Medallia © Copyright 2018. Confidential. 19
RQI in action
Medallia © Copyright 2018. Confidential. 20
Who we are
Resolution Quality Index
KCS and Coveo
Data-driven Decisions
Medallia © Copyright 2018. Confidential. 21
Keep KCS metrics central
Embedding KCS into Standard Reporting
Team KPIs Department KPIs Individual KPIs
Make it easy to dig into feedback
Medallia © Copyright 2018. Confidential. 22
Data-driven Coaching
Medallia © Copyright 2018. Confidential. 23
Easy Drill Down
Medallia © Copyright 2018. Confidential. 24
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
Medallia © Copyright 2018. Confidential. 25
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
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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