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Search tools, companies

How Xero uses Coveo

40%

“Average search time is reduced by 40%.”

As published on coveo.com, April 2024. Checked by usedby on Oct 9, 2026.

What happened

Xero uses Coveo to power search and self-service on its global support site, Xero Central, and in other support experiences. It later added Coveo Relevance Generative Answering to give customers conversational answers.

Summary written by usedby from the source page, in English. The figures are those of Coveo and Xero, not ours.

  • 20%“And we’ve also seen a 20% decrease in sessions needing additional Customer Experience support.”
  • 96%“Over 96% of questions asked in our customer support platform, Xero Central, are answered with content surfaced by Coveo.”

With Coveo's Relevance Generative Answering, our customers are searching less and getting what they need faster. Average search time is reduced by 40%. And we’ve also seen a 20% decrease in sessions needing additional Customer Experience support.

From the page. coveo.com

What started with a test turned quickly into rolling out to our global support platform, Xero Central, and the transformation is outstanding.

Nigel Piper, Executive General Manager at Xero. Source

What the story claims, and what we checked

What we compared with the page.

  • The figure: 40%CheckedPrinted word for word on the page, near the name of Xero.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Xero.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Xero uses CoveoCheckedConfirmed line.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

3,500 repositories“onboard 3,500 repositories”Xero uses Sonar. Another tool at Xero29%“Conversion rate from search increased by 29%”Elite Supplements uses Coveo. Another customer of Coveo26%“Search conversion rates increased by 26%”Four Hands uses Coveo. Another customer of Coveo