Citrix, a global software solution provider, faced a challenge in continuing to generate positive customer interactions. Citrix saw an evolution in the nature of their customer service interactions as they moved towards a digital approach. Their customers were increasingly turning to the web to look for solutions. Citrix customers were becoming less interested in calling into a call center as their sole support channel. Citrix sought out to find a cross-channel solution that provided information about Citrix products and services more effectively.
Avionos took a holistic approach to the project by viewing the challenge from both Citrix and their customer’s prospective. This approach allowed us to create a consolidated online support community through Salesforce Service Cloud – giving Citrix customers access to knowledge, chat, training, and support case creation. Citrix users were now empowered and educated on Citrix offerings in a self-service ecosystem. Citrix was able to increase overall customer engagement while reducing the cost of serving a customer.