Case Study
Enhance the customer service experience
User attrition was reduced by implementing a live chat and ticketing system, creating a new revenue stream.
engagement type
Estimated Project
product
Service Cloud
industry
High Tech
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
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
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
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