WhatsApp It Away! Solving Customer Service Challenges with Automation and Messaging

Explore the secrets to improved customer satisfaction and increased efficiency.

Highlights

  • Increased Customer Satisfaction by 200%

    Integrating WhatsApp with Salesforce bridged the gap, allowing interaction on a familiar platform. This, combined with the automated routing of inquiries through Email-to-Case, led to a 200% rise in customer satisfaction.

  • Streamlined Service Boosts Efficiency by 100%

    By implementing Salesforce Service Cloud, we empowered reps with features like Email-to-Case and Chatbot, resulting in a 100% increase in efficiency.

  • 24/7 Support Drives Engagement

    Website queries often went unanswered with the previous system. Implementing a Chatbot on the website provided 24/7 initial support, directing customers to live reps for complex issues. This enhanced accessibility and improved overall customer engagement.

Client Profile

Our client is a globally recognized company committed to maintaining the highest standards in transparency, corporate responsibility, environmental concern, social consciousness, and ethics.

Business Challenges

In the Retail sector, the client faced several challenges:

  • Data Silos: Customer information and product details were scattered across different systems, hindering access for both consumers and service reps.
  • Limited Messaging Support: Legacy system couldn’t handle customer service inquiries on popular messaging platforms.
  • Inefficient Website Support: Existing setup failed to effectively address customer queries submitted through the website.

CONCLO Technologies Solution

CONCLO Technologies stepped in and delivered a comprehensive solution:

  • Streamlined Service: Implemented Salesforce Service Cloud features like Email-to-Case and Chatbot to automate tasks and improve service rep efficiency.
  • Omnichannel Engagement: Integrated WhatsApp with Salesforce to enable customer interaction through popular social media channels.
  • Knowledge Base Establishment: Implemented a Knowledge Base using Salesforce, allowing customer service reps to provide prompt solutions by referencing relevant articles.

Tech-stacks Used

Sales Cloud, Salesforce Platform.

Business Outcomes

This collaboration yielded significant benefits:

  • Enhanced Customer Service: Service Cloud features empowered reps to better serve customers throughout their journey.
  • Automated Workflows: Email-to-Case automatically routed inquiries within Salesforce, streamlining workflow.
  • Expanded Reach: WhatsApp integration allowed the client to connect with customers on their preferred platform.
  • Website Support Improved: Chatbot feature on the website offered 24/7 assistance and directed customers to live reps when needed.

Similar Case studies

big win mahjong terlupakan anton bongkar cara menangcara main mahjong ways bikin orang wede dan kayamahjong ways 2025 penggalian super mewah kemenangan gilarahasia maxwin mahjong anggaran hemattrik jitu selot mahjong ways raih perkalian tinggibet 2k mahjong ways cuan jackpot 23 jutacara mudah dapat cuan banyak di situs game server jepang terbaikmahjong ways 2 peluang emas adrenalin serumahjong ways jackpot putaran halusan terusmahjong ways vs mahjong wins perbandingan game legendarisrahasia pola wild mahjong ways 2 spammer scatter merahrahasia scatter fortune tiger kapan kemenanganskema jitu mahjong ways jackpot 80 jutastarlight princess rahasia kemenangan spektakulertrik jitu bermain game gacor membaca rtpdari penjual sayur ke datuk wild mahjong waysmahjong ways 2 strategi unik indonesiarahasia kemenangan mahjong ways 2 teknik scatter hitam kincir88scatter mahjong wins 3 kemenangan gedeteknik autentik mahjong ways fee spin optimalbocoran rtp hari ini cara memanfaatkan mahjong untuk cuannya gampangfenomena kincir88 pemain baru scatter hitam mahjong wins 3mahjong gacor fitur kekinian pemainan serupola mahjong transforasi hidup 2025pola scatter dan wild di mahjong ways 2 strategi maxwinrahasia double fortune menang mudah rtpramalan shio ular 14 15 februari 2025 keberuntungan kasino online pola jitu mahjongstrategi betting mahjong ways1 adat88trik jitu wild multiplier mahjong wins 3 kincir88trik mancing x100000 mahjong ways 3 jadi sultankenapa mahjong ways 2 bikin kamu susah move onlucky neko megaways kucing keberuntungan jutawanmahjong gacor fitur istimewa pengalaman terbaikrahasia pola mahjong transformasi hiduprahasia pola wild mahjong wins 3akun mahjong bobrok kesalahan kecil rahasia jepecara curang mendapat scatter gates of olympus adat88coba sekali di mahjong wins 3 scatter 4x pakai trik pola kincir88cuan mudah dapat untung game server jepangpola anti rungkad mahjong cuan instanpola ciamik scatter hitam mahjong jackpotrahasia kehebatan pemain mahjong ways selalu wederahasia mahjong cara cerdas memanfaatkan anggaranrahasia mahjong ways jepe ngebut main sekarangtips cepat tajir di mahjong waysdari tukang tambal ban bisa jadi miliuner berkat main mahjong wins 3 di perihokidewa zeus telah membuka pintu gate of olympus dapatkan strategi perihoki maksimalkan jackpotsegera pakai pola ini saat bermain starlight princess di perihoki pasti profit maksimalperoleh kemenangan paling sensasional mahjong ways 2 tips menang perihokiteknik terkece bermain di pgsoft dengan rtp tertinggi dari perihoki pasti jackpotsegera coba teknik dari perihoki main gates of olympus paling jitu pakai simbol scatterpengen sakti ketika bermain mahjong ways 2 pakai teknik rahasia dari perihokiperihoki bukan kaleng-kaleng update paling terbaru mahjong ways 2 fitur bikin gregetansweet bonanza di perihoki sudah teruji pasti bikin penasaran rahasia tersembunyi dijamin menangkisah paling nyata pemain mahjong wins 3 pakai teknik scatter hitam di perihokipakai kumpulan teknik efektif game pgsoft terbaru dari perihoki panduan paling lengkapmengasah otak main di perihoki dan keterampilan pakai strategi mahjong ways 2mengungkap misteri gates of olympus tips strategi gacorpanduan anti gagal bermain starlight princess pola petir tersembunyimisteri scatter hitam mahjong wins 3 rahasia free spin premium di perihokipanduan sweet bonanza fitur permen manis strategi menang super empukpgsoft hadirkan fitru paling baru jackpot pasti gacor main di perihokitips kombinasi pola mahjong ways 2 yang bikin cuan melonjak drastispetualangan epik gates of olympus di perihoki cara kelola rtp live tinggisudah banyak yang mencoba di perihoki dan berhasil panduan lengkap bermain mahjong wins 3