Salesforce Service Cloud Digitalizes Global Customer Support

Brillio developed a cloud-based platform to handle customer service requests in multiple languages, providing a more profitable customer experience.

About Eventbrite

Eventbrite is the world’s largest self-service ticketing platform, which allows users in 17+ countries to create, share, find, and attend events they plan and promote.

Business Challenge

As the Eventbrite platform grew in popularity around the world, there was a need for more responsive customer support that handled increasing global traffic, resolved issues at speed and responded to queries in real time.

Solution

Brillio leveraged Eventbrite’s proficiency with their existing software to build a customized, global cloud-based customer support center. The new support platform featured a fully integrated customer and event knowledge base; curated, predictive searches with helpful rankings, plus a unique real-time feedback widget and chat channel available in 16 languages.

Benefits

By giving their online customers an exciting new multimedia experience, Eventbrite provided event organizers and attendees around the world with a robust, brand-centric support center that streamlined the process in both directions. Embedding Google Analytics into the Salesforce Service Cloud improved content and navigation, provided more accurate and detailed advanced case reporting, and reduced average handle time. Site traffic increased six-fold, and service requests were reduced by 30%. More than 15,000 customers completed detailed feedback surveys and expressed satisfaction with the new functionality.

"We had an aggressive timeline and deployment schedule to improve the global self-service functionality of our Eventbrite Support tool for event organizers and attendees in 16 countries. To be successful, we knew we needed a partner with extensive expertise in creating and implementing innovative tools on the Salesforce platform. Brillio’s team proved to be that partner to us, providing not just technical expertise, but valuable insight into user expectations."

“

Technology and Business

Reimagine Customer Experience to create frictionless experiences

Tapping into customer experience at the right time with right offer can open new avenues for organizations to enrich customer […]

@Balaram Venkat Srinivasan • Jun Tue 20

Culture

Brillio welcomes its first CFO and CPO

At Brillio, we’re optimistic and aggressive about our growth and focused on our mission to be among the leading digital […]

@Brillio • May Fri 20

Latest Case Study

Transforming Global Sales Operations through Advanced Analytics and Insight Generation

Enabling advanced analytics adoption in the decision-making engine of the organization to accelerate topline deal conversions and better insights consumption. […]
Improving Data Lineage and Self-Service Management Information through Modern Data Ecosystem Adoption

Enabling a leading American energy services provider to gain competitive advantage and enhance customer servicing. About the Customer One of […]
AI-powered Fraud Detection Solution to Improve Supply Chain Transaction Performance

Strengthening the audit analytics function of a leading Pharma client through proactive risk identification, bringing increased transparency and improved operational […]