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Use case

LOWERING CUSTOMER SERVICE COSTS WHILE RAISING CUSTOMER SATISFACTION FOR A MEDIA COMPANY
CUSTOMER PROFILE:
  • Industry: Communications & Media - Entertainment
  • Product portfolio: Television and digital content
  • Headquarters: California, USA
  • Brand presence: USA, Europe, Asia, Latin America
  • Employees: 10,000+
  • Major media company with eight networks
CHALLENGES
  • Single support community page hosted multiple brands without segmenting or filtered searches
  • Large pay-per-view events called for an increase in support staff during high-volume viewing events
  • Training temporary staff was expensive
OBJECTIVES
  • REDUCE COSTS for support agents during high-volume viewing events
  • Enable customers to SELF-SERVE and resolve their own cases
  • SEGMENT SEARCHES to present relevant information to customers
SOLUTION
  • Optimized the UI/UX of the support community
  • Built a live agent/chatbot interface with a customized pre-chat form and tracked analytics
  • Developed a custom search component that pulls article from the selected brand only
  • Created a curated article component to pick and highlight the most meaningful articles by data category
RESULTS
  • The media giant experienced a near 50% peak time case deflection during the first big event following the solution implementation. After bot retraining, UI/UX improvements on the community, and article categorization, this rate increased to 61% case deflection. Support agents can now focus on the most critical cases, while more than half of the customers solve problems with self-service, keeping customers satisfied and cutting down flex costs.
TECH STACK
SF service cloud
SF einstein bots
SF knowledge
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Have a dispersed service environment across multiple brands
  • Have a high volume of cases
  • Want to leverage and segment knowledge
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