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Case Study

Azubu: Estimated Project

Case Study

Enhance the customer service experience

User attrition was reduced by implementing a live chat and ticketing system, creating a new revenue stream.

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engagement type

Estimated Project
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product

Service Cloud
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industry

High Tech
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Azubu was an international broadcast media network focused on eSports.

Overview
    • Key Challenges: User attrition
    • Key Solutions: Implemented live chat and ticketing system
    • Key Impact: Created a revenue stream
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challenges
    • Improve customer support and service processes
    • Lack of channels and networks to receive feedback from end-users
    • Ineffective basic email as the primary customer support channel
    • Lack of immediate and timely assistance led to user attrition
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Solutions
    • Created a branded customer community network with an e-library full of articles on support information
    • Set up a live chat support system, able to handle up to 180 simultaneous end users
    • Implemented a ticketing system for end-users through Salesforce, accessible via social media
    • Implemented automated workflows, SLAs and email alerts for responsive customer support
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Impact
    • First amongst competitors to provide real-time customer support: 80,000 users onboarded and assisted in real-time
    • Prime source of eSports information, coverage, and content: boosted user retention (20%), increased social media activity (50%), increased troubleshooting rate (5%)
    • Created a revenue stream: enabled premier customer support sorted by different tiers of membership

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