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.