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
Salesforce Service Cloud Implementation services from CUBE84
Challenges
Solutions
Impact