Menu
Television Brand Use Case banner

Use case

REVAMPING CUSTOMER SERVICE FOR A WORLD-RENOWNED ENTERTAINMENT COMPANY
CUSTOMER PROFILE:
  • Industry: Communications & Media - Entertainment
  • Product portfolio: Television and digital content
  • Headquarters: New York, USA
  • Brand presence: USA
  • Employees: 10,000+
  • An iconic global media and entertainment company
CHALLENGES
  • Unengaging, inconsistent and time-consuming to navigate help center, which led to high case creation
  • Difficult to manage back-end systems
OBJECTIVES
  • Create a scalable customer service platform with TIMELY ISSUE RESOLUTION, automated interactions and SELF-SERVICE
  • Develop a CENTRALIZED KNOWLEDGE base for service
  • Manage diverse business models EASILY AND COST-EFFECTIVELY
SOLUTION
  • Migrated the company’s knowledge to a branded Salesforce Lightning Community, supported by custom components and integrations to media technologies
  • Provided documentation and training on how to maintain the chatbot
  • Created a community with custom case deflection flow, chatbots with the ability to serve recommendations, top questions by topic, ability to route cases to the appropriate queues, omni-channel routing to live agents
  • Developed a custom pre-chat form that allows chatbots to be more prescriptive when serving up knowledge articles
  • Built the solution to be replicated across the company’s multiple orgs and supplied the tools and training to do so
RESULTS
  • This streamlined community provides improved case deflection with more ways to deflect cases and the sleek UI /UX that makes it easier for customers to navigate. Workflow rules enable timely issue resolution and the chatbot provides automated interaction for improved self-service capabilities. The solution is much easier to manage, and the company can replicate it across their other orgs going forward.
TECH STACK
SF experience cloud
SF service cloud
SF einstein bots
SF knowledge
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Have a high volume of cases
  • Want to leverage and segment knowledge
  • Want to improve the customer experience
© Copyright 2024. All Rights Reserved.