How Xero Used Coveo to Increase Self‑Service Resolution by 20% in 6 Weeks

Coveo needed a customer testimonial video to illustrate how Xero successfully leveraged Coveo’s generative answering technology to boost self-service resolution rates by 20% in just six weeks. The goal was to demonstrate how Xero transformed its customer support strategy from simply resolving issues to enhancing the entire customer journey, positioning Coveo as a trusted solution for companies pursuing similar innovations.

To achieve this, Gorilla Creative, a video production company in San Francisco, collaborated with Coveo to develop a carefully scripted video that succinctly demonstrates Xero’s impressive results. Working closely with Coveo’s and Xero's marketing and legal teams, we ensured the narrative remained consistent across all brand touchpoints and aligned with both brand's messaging.

Production took place on-site at Xero’s office in Wellington, New Zealand, where we conducted a two-camera teleprompted video shoot. We created custom motion graphics to show Coveo in action on Xero's platform, and used a mix of b-roll and stock footage to help bring the video to life and feel visually engadging.

To reduce costs while maintaining consistency and a high standard of quality, we worked with local production crews in Wellington, carefully selected and vetted by our team at Gorilla Creative to ensure the shoot met our quality standards. From pre production through post production, our team managed the project seamlessly, providing the team at Coveo a seamless and enjoyable experience.

As always, our team placed a strong focus on creating a positive experience for everyone at Xero, respecting their time while making the production process smooth and enjoyable.

The completed video successfully illustrates Xero’s +20% improvement in self-service and elevates Coveo’s value proposition by showcasing real-world success.