# How Xero uses Coveo

As published on [coveo.com](https://www.coveo.com/en/resources/videos/case-study/scaling-customer-engagement-while-improving-agent-value-at-xero). Captured by usedby on 2026-10-09.

- Company: [Xero](https://www.usedby.ai/companies/xero.md)
- Tool: [Coveo](https://www.usedby.ai/tools/coveo.md)
- Industry: [Accounting & Audit](https://www.usedby.ai/companies/industry/accounting-audit.md)
- Teams: Customer Support

## What the story says

Xero uses Coveo to make content on its Xero Central support portal easier to find, so customers can self-serve answers and get proactive, contextual content suggestions. This reduces simple support cases and frees agents for more complex issues.

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

> Xero found that customers were having difficulty finding information on their main support portal, Xero Central. Given that over 90% of the questions asked could be served by content, this was highly problematic. Even simple questions resulted in case creation, frustrating customers and agents alike.

> 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: [coveo.com](https://www.coveo.com/en/resources/case-studies/xero-generative-answering), captured 2026-10-09.

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the passage quoted above is copied word for word from the page, near the name of Xero.
- Checked: Xero uses Coveo. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/xero-coveo-3 · How we check: https://www.usedby.ai/methodology