Service Cloud customization for the social media platform provider

Challenges

Our client needed an effective support services solution to improve customer centricity, loyalty program and trustworthy reputation, a fast and effective way to lead customer support processes. According to the business logic and requests, we proposed to use Service Cloud as the solution.

Solutions

The aim was to let support services processes be managed with point and click. All series of business transactions were provided with automation.

To let ceases to be automatically generated from emails, anemail-to-case solution was delivered in order to resolve and track customer issues faster.

Our customer was looking for a solution to connect a telephone with a computer where customers can make conversations with support services staff. CTI, a cloud-based telephone system in Salesforce, was configured.

To collect all customer’s requests automatically from the company’s official website and to generate cases, a web-to-case solution was implemented.

Results

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