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Search tools, companies

How Zoom uses Coveo

2.3x

“How Zoom Achieved a 2.3x Increase in Case Deflection”

As published on coveo.com, January 2018. Captured by usedby on Oct 4, 2026.

What happened

Zoom uses Coveo to unify its support content into a single index and power search across its support and marketing sites. It also applies AI relevance features and generative answering to help customers find answers themselves and submit fewer support cases.

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

  • 89%“Zoom eliminated 89% of content gaps by unifying its data sources into a single index”
  • 20%“Zoom increased self-service success by 20%”
  • 19%“reduced case submissions by an additional 19%”
  • 17 languages“relevant, up-to-date information published in 17 languages”

With Coveo Relevance Generative Answering and AWS Bedrock, Zoom increased self-service success by 20% and reduced case submissions by an additional 19% — saving hundreds of thousands annually.

From the page. coveo.com, captured Oct 4, 2026

If the user experience is the body and content is the blood, the Coveo platform is our central nervous system. We’ve become far more search-centric.

Jeff Harling, Head of Digital Support, Zoom. Source, captured Oct 4, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 4, 2026.

  • The figure: 2.3xCheckedPrinted word for word on the page, near the name of Zoom.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Zoom.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Zoom uses CoveoCheckedConfirmed line. Latest check across sources: Oct 4, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

5,900%“they have increased their number of licenses by 5,900%”Zoom uses ZoomInfo. Another tool at Zoom29%“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