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Social Discovery Ventures Powers 12 Global Online Brands on Service Cloud Lightning

The Challenge

  • Having supported their online dating and travel site customers on 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 Business Insights forced them to export data to another system to get meaningful reporting

The Solution

  • Migrated (98) users from 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 Talkdesk integration and omni-channel routing

Salesforce Omni-Channel

Salesforce Knowledge

Salesforce Live Agent Chat

Nicereply & Talkdesk Salesforce Integrations


unique help centers


online interactions

Related Content

If you missed Parts 1 and 2 of the Service Cloud Success Series, check them out below.

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