Over 100 million people around the world use Citrix products. The company’s mission is to power a world where people, organizations, and things are securely connected and accessible. Its technology makes it easier for people to communicate and access information securely anytime, wherever they are, and from whatever device they’re using. Customer support is critical to this. That’s why Citrix puts customer service front and center as part of its engagement strategy , making sure its customers can always get help fast.

Citrix uses Service Cloud to help its support team work efficiently and provide prompt, highly personalized responses to customers, regardless of the channel of engagement. Phone and email have traditionally been the primary way to communicate with customers, however, as part of its objective to make it easier for customers to engage, the Citrix support team decided to roll out Live Agent for chat support.