Helping the Action Sports Community be a HERO
GoPro helps people capture and share their lives' most meaningful experiences with others through incredible photos and videos.
GoPro Needed to Take Customer Service to the Extreme
Sharing epic moments and amazing stories has always been part of GoPro's DNA. Growing popularity and ambitious growth plans for the brand prompted a need to quickly scale the business. GoPro's marketing prowess and innovative products also placed a heavy emphasis on measuring customer satisfaction. The company realized it needed to not only modernize its technology infrastructure, but also effectively manage customer data, streamline business processes, and consolidate knowledge bases to keep pace with active customers as they dream it, do it, and capture it on video with their GoPro cameras.
GoPro's NetSuite solution lacked the sophistication to effectively manage support processes and often resulted in system outages during high-volume contact center hours. The return merchandise authorization (RMA) process using the legacy support system was also cumbersome and inefficient for GoPro's support team. Agents had to create multiple records in various systems to create a case, a RMA record, and a zero dollar sales order which often took 5-10 minutes with customers on the phone.
Capturing the Big Picture with Salesforce Service Cloud
Customer 360 View
Creating a 360-degree view of customers was the first step for GoPro to scale the business, and a key measurement of success for delivering an exceptional customer service experience in today's digital world. While investing in the right support technology like Service Cloud was a key enabler for success, it was also critical to develop a sound business process that fuels great customer service. Perficient cleansed and merged customer data to create a single view of customers.
Knowledge as a Strategic Weapon
Knowledge managers and support agents often searched across multiple knowledge bases for articles and internal documents to help troubleshoot and resolve product support issues. Perficient implemented Salesforce Knowledge, along with a custom knowledge interface, designed to improve search functionality, response accuracy and email response times. Their new knowledge management strategy now powers self-service capabilities over on its Support Hub and helps GoPro leverage knowledge assets as a strategic weapon to enhance agent performance.
With Service Cloud as the single system of record, Perficient created a simplified Console UI for agents to easily create RMA cases, select the necessary products (by name instead of SKU), and used Boomi to integrate NetSuite functionality needed to process returns and give product teams valuable data to improve the quality of GoPro cameras.
Sharing epic moments and amazing stories has always been part of GoPro's DNA. Growing popularity and ambitious growth plans for the brand prompted a need to quickly scale the business.
Leaving Customers Stoked About Service
Connected products and devices rule our world, and customers expect service experiences that make it easy for them to access information faster and get in-context support anywhere. Salesforce helps GoPro deliver fast, smart and personalized customer service.
The new Customer 360 solution has helped the global support team get a clearer picture of who their customers are, and drastically improves data quality by eliminating the three or four contact records often created during the case management process.
The new RMA process in Service Cloud improves data accuracy and reduces the average processing time by 80 percent (1-2 minutes), leaving GoPro's customers amped about their service experience.