Integrating Khoros
Community With Salesforce
for Better Support & Reduced Licensing Costs
Industry
Hi-Tech Services
Region
United States
Company Size
1k-5k Employees
Featured Solution
Online Community and Support Integration
The customer’s existing community was hosted on the Salesforce Experience Cloud. However, as their user base grew, they encountered significant challenges.
With a growing customer base, licensing fees for Salesforce continued to rise, making it unsustainable.
Users were spread across both the community and support platforms, leading to a fragmented support experience.
The time-consuming support process created delays, highlighting the need for improvements to boost responsiveness and user satisfaction.
Integrated Khoros with Salesforce to enable seamless, bi-directional data flow between the community and the support platform.
Added a “Support” tab to the community, allowing users to directly access technical assistance from the platform without needing to navigate to Salesforce.
Developed three custom support forms (Email, Phone, Live Chat) to increase user engagement and simplify the process of submitting support requests.
Introduced a custom object to capture users’ recent community interactions, such as knowledge base articles viewed, discussions engaged with, comments added, last login details, and more. This enables support reps to gain deeper insights into user behavior, allowing for more tailored and proactive assistance.
Optimized self-service access by integrating a suggestive search feature, enabling users to quickly find relevant knowledge resources.
Licensing costs for Salesforce were significantly reduced as users gained direct access to support through the Khoros community platform.
The online community-support platform integration, powered by KaseSync enabled streamlined case management, leading to faster resolutions.
The suggestive search feature enhanced self-service capabilities, allowing users to quickly find solutions and reducing reliance on direct support.
The integration eliminated manual work for the support team, improving operational efficiency and accelerating support delivery.
Provided free post-deployment support for one year, ensuring the platform’s continued success and promptly addressing any technical issues.
Transparent Case Management
Quick Case Resolution
Advanced Suggestive Search
Reduced Case Escalation
