Since 1989, Citrix has provided small, mid-market and enterprise businesses with a digital workspace platform that gives employees everything they need to do their best work wherever and whenever, in one unified experience, while also arming IT with the visibility, simplicity and security needed to manage the solution effectively.
As Citrix provides solutions to a wide variety of users, the customer service team needed to reduce call volume on a growing backlog of questions from non-technical end users. This backlog was beginning to impact the firm’s overall Net Promoter Score (NPS). “We have traditionally offered self-service solutions, like support articles and community discussions, to enterprise IT admins,” said Patrick Quinlan, Senior Manager, Self-service and Analtyics at Citrix Shared Services. “However, self-service is not a one-size-fits-all solution, so we have to adapt our approach to fit the needs of non-technical users. We were charged with reducing incoming volume while maintaining high customer satisfaction.” said Patrick Quinlan, Senior Manager, Self-Service & Analytics, Citrix Shared Services.
The team opted to extend existing self-service options, including discussions on the website and live chat, by building a chatbot that could answer common questions without agent intervention. However, after two years of exploration and development, Quinlan’s team realized that, while many artificial intelligence (AI) technologies are available as a service, building critical authoring and reporting interfaces would be prohibitively expensive. After reviewing several out-of-the-box solutions and completing proof-of-concepts, the team found the right solution with Genesys DX and quickly won approval from the leadership team to implement a chatbot.
Citrix opted to implement Genesys DX in a phased approach, targeting specific use cases to ensure a positive experience for their customers and internal support team. This phased approach allowed Citrix to remain agile throughout the process to maintain helpful interactions with all customers.
“What we found to be successful was keeping those use cases really narrow,” said Quinlan. “Citrix has a lot of solutions, so we wanted to start just with ShareFile and those small and medium-size business users. Shortly after launch, we added general customer service actions like password reset tasks for our enterprise customers.