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

Share this post:

Share on LinkedInShare on WhatsApp
Previous Post Data Blindspot to Data-Driven Decisions: A Journey of Transformation
Next Post Unlocking the Power of Social Media for Exceptional Customer Experiences
mahjong wins 3maxwin mahjong wayspola master liongpola scatter mahjongscatter hitam mahjongakun pro resmipola sakti mahjongrtp mahjong winsscatter mahjong hitamtrik mahjong waysbawa jepe beruntunbocoran starlight christmascara tembus jackpotgaransi wede terjaminmanis rujak bonanzapasti panen maxwinpola super hokipower of thortemukan scatter hitamturun perkalian besargame mahjong cakar76game starlight princesslucky neko cakar76mahjong ways 3pola mahjong naga emasbocoran pragmatic playcakar76 gates of olympusmahjong scatter emasgame kakek zeusgame server thailandgates of olympusgame sweet bonanzamahjong anti rungkaddumatoto anti rungkaddumatoto kakek zeusdumatoto modal recehdisini banyak scattergampang banjir scatterkeberuntungan mahjong waysmaxwin setiap harimimpi jadi nyatarekomendasi situs jackpotsitus gampang jepesitus menang terusstrategi profit unggulanwild west gacormahjong lagi bocorpola mahjong saktiscatter naga emaslink dumatoto gacormahjong ways maxwinmahjong ways cakar76pola mahjong gamelink resmi mahjongpola mahjong wayspola starlight gacorpilihan pragmatic playpola bocoran bandarpola jitu mahjongpola naga emasputaran mahjong wayswild scatter mahjong