Case Study: Customer service reps take too long to respond to customers.

Industry: Education/Training

Challenge: Customer service reps take too long to respond to customers. Even though the customer receives accurate responses and resolution to their issue, they are unhappy with how long it takes.

Solution: Configure case management features and new lightning community (digital experience) to allow customers to feel more connected with the support process.

Results: Customers are happy, service reps feel appreciated, and some customers are solving their own issues with online content available to them.

The Details: #1 Identify typical customer service paths, #2 configure case management features, #3 create lightning community (digital experience) with features to provide easy access to common support issues and simple ticketing feature, #4 integrate email with cases to track all activity.

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June 22, 2023