Case Study: Webtrends achieves scalable customer support with Get Satisfaction

Webtrends - Customer Case Study

Webtrends wanted to scale its support organization and make repeated answers easier for all customers to find. To do this, the company used the Get Satisfaction community alongside documentation, training, and other self-service tools, with tight integration to Salesforce Service Cloud.

Get Satisfaction helped Webtrends turn community questions into Salesforce topics, enabling agents to monitor unanswered issues, create cases with one click, and post replies back to the community. The result was that 80% of questions were answered by customers or self-service resources, freeing agents for more complex issues; the community also grew to more than 2,500 topics and 1,200 members across 11 products.

Webtrends