Reddit Builds Best-in-Class Support for their Advertising Community with Helpful, Automated Service
See how Reddit is leveraging the full power of Salesforce Service Cloud & Experience Cloud to drive next-level service experiences for their advertisers & agents.
About the company
1.5 Billion users
Products implemented: Salesforce Service Cloud & Experience Cloud
If you’re passionate about social media, chances are you’ve heard of Reddit. Reddit’s niche is combining web content, social news, and a forum all into one large platform where people come to be informed. Reddit’s methodology is simple: they give their audience instant access to interesting content by filtering out less popular content. Remember those big internet memes and viral sensations? They came to life on Reddit!
What you may not know is that Reddit is one of advertising’s best kept secrets. People trust the opinions on Reddit and users look to Reddit for product and brand recommendations. If you’ve ever thought about diversifying your marketing with unduplicated reach, Reddit is your go-to platform.
Reddit: Creating better experiences for their advertisers
Since Reddit is filled with interests that range from almost every hobby, topic, or interest, you can imagine how this rapidly growing site for advertisers sees a high volume of traffic, especially to their support site.
When NeuraFlash was introduced to Reddit, they were no stranger to the Salesforce platform. Looking to provide even more long-term success for their company, Reddit was interested in what else the #1 CRM platform could do for their teams and advertisers.
Building Reddit's platform for the future on Salesforce
In the digital channel landscape, an easy-to-use, self-help support site allows brands to stand out from the competition. The goal was to provide Reddit’s advertisers with the perfect Experience Cloud solution to revolutionize the way they were communicating and finding answers quickly. Now, with a customized digital experience site that is connected directly to their CRM, Reddit’s advertising community can stay connected, and get the answers they need, fast!
Outcomes they've seen:
5x increase in case volume
20% increase in CSAT scores
Reddit's Experience Cloud platform supports the company’s revenue growth targets by putting relevant information at the fingertips of their advertisers so they can find quick support or tailor their ads in the most effective way to increase both reach and conversion.
Reddit: A long term media partner for advertisers
Delivering a fast, easy and unique experience for advertisers is a priority for Reddit. With Salesforce and NeuraFlash, they have been able to save their advertising community time, thus making it easier than ever for them to engage with support whenever they need.
Reddit’s self-service portal offers in-depth answers to common advertising questions through knowledge articles and live chat. This functionality positively influences their agent’s experiences, while providing Reddit the opportunity to maximize efficiencies with their service center. Even with a surge in case volume, Reddit’s solution will be able to quickly assist advertisers, therefore leading to a decrease in case resolution time. Most importantly, Reddit has seen a significant increase in customer satisfaction rates, even as the total number of surveys completed has tripled. Not only does their solution benefit their agents, but advertisers are seeing a positive impact as well. They have truly reimagined their service center, and Salesforce and NeuraFlash are helping the platform build for the future!
NeuraFlash is a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Their mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale, empower teams, and uncover revenue. Working across industries, NeuraFlash enables intelligent business automation that drives real-time ROI.