Case Study: Citrix achieves a 3% higher Net Promoter Score and 48% faster case resolution with Salesforce Live Agent

Citrix launches new support channel with help from Accelerator

Citrix, which serves over 100 million users worldwide, relies on fast, secure customer support as a core part of its mission. While the company used Service Cloud for support, it needed to add a scalable chat channel to make it easier for customers to engage beyond phone and email and to get agents comfortable with the new approach.

Citrix partnered with Salesforce Accelerator specialists to design, launch, and pilot Live Agent, giving experienced internal developers best-practice guidance and hands-on training. Within months hundreds of customers used Live Agent, NPS rose 3% in the month after launch, resolution time fell 48% versus other channels, and leadership gained confidence in Salesforce-driven improvements—delivering a transformative year for Citrix support.

Citrix

Kevin Kovalcik

Senior Manager of Services Systems