Social Discovery Ventures Powers 12 Global Online Brands on Service Cloud Lightning
- Having supported their online dating and travel site customers on Desk.com for years, Social Discovery Ventures needed a more seamless way to manage the 12 brands’ customers across multiple channels
- Desired more efficient way to deliver support for each brand’s help centers with unique articles and content for both internal and external audiences
- Limited Desk.com Business Insights forced them to export data to another system to get meaningful reporting
- Migrated (98) users from Desk.com to custom Service Cloud Lightning console with omni-channel routing for phone, email and live chat
- Launched (12) branded help centers with unique levels of information and contact options depending on client tier
- Built integrations with Salesforce and Nicereply for CSAT surveys and Talkdesk CTI for phone interactions
- Launched Service Cloud Lightning Reports & Dashboards to enable KPI tracking of critical metrics including agent performance, case volumes/handling times, case category topics, and customer tier trends
Salesforce Live Agent Chat
Nicereply & Talkdesk Salesforce Integrations
unique help centers
If you missed Parts 1 and 2 of the Service Cloud Success Series, check them out below.
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