Client Case Study

Case Study: Help Center & Knowledge Base for a Global Audio Streaming Leader

The firm focuses on digital transformation, data analytics, cloud solutions, experience design, and marketing. The client is a European audio streaming and media service provider that offers access to millions of songs, podcasts, and audiobooks.

Business Problem

Business Challenge

The client did not have a single source of truth for help articles, FAQ’s, and support capabilities for advertisers putting up ads on their platform. This led to them having several issues, such as:

  • Inconsistent Access to Information: There were several sources from which advertisers were getting their information from which at times could conflict with each other, thus reducing trust in the brand.

  • Lack of Insight into Common Issues: Cases were being raised, and more support agents were required to handle common issues that could have been resolved simply via access to the right information.

  • Poor Advertiser Experience: An increased amount of time was being spent by advertisers to get information, which led to churn or reduced ad spend. This impacted user satisfaction.

The client needed a central repository of Knowledge base articles that answered common queries and acted as a Help Center that could be accessed by companies that wanted to provide ads on the platform.

Solution Design

The Astrea IT team worked with the client stakeholders to understand the requirements and the challenges. The team suggested a custom solution of creating a Salesforce site, utilising Experience Cloud, and using the Visualforce pages.

The team built the following functionalities to achieve the requirements:

  • A landing page that would contain all the necessary links to articles categorised according to requirements. For example Audience and Targeting, Performance and Reporting, Account Management, etc.
  • A search functionality that would allow the site users to search for relevant articles to resolve specific issues.
  • A web-to-case functionality was also added to allow users to raise a case directly from the website. The case would be logged into Salesforce and assigned to a queue of Support Specialists.
  • A guide on how advertisers can get started with a trial-like format of relevant articles.

Outcome

The development resulted in:

  • A unified source of truth for all the information relevant to advertisers.
  • FAQ’s, Case Raising capabilities, and searchable functionality for relevant information.
  • Reduced pressure on Support Agents as information was made more commonly available.

Technologies Leveraged

Salesforce Experience Cloud, Standard and Custom fields, Aura Components, and Visualforce Pages.

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