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
jackpot mahjong ways terbarumaxwin gacor starlight princessrahasia maxwin pg softrahasia pola gates of olympusserver thailand mahjong ways panduanbagi jackpot mahjong wins 2bocoran pola jackpot mahjong waysfenomena gates of olympus x1000 bocorpola profit mahjong scatter emasrahasia kemenangan sweet bonanzabocoran rtp pragmatic play 2025game pg soft anti rungkadpasti wd mahjong ways dunia perjudian digitalpola fitur gates of olympusspin menang maxwin sweet bonanzaciptakan keajaiban dalam spin mahjong ways rahasia menang besargates of olympus cara menembus gerbang mitologi yunani gandakan kemenangankumpulkan keuntungan besar dengan tips jitu main mahjong waysmahjong wins fitur jackpot dan bonus bikin gak mau berhentiraih maxwin starlight princess teknik menang besar pola terbarumencapai maxwin mahjong ways pola gacor raih kemenanganmengalahkan dewa zeus gates olympus petir multiplier teknik jitumengapa pgsoft menjadi pilihan utama para penggemar keunggulan rtppeluang jackpot terbesar ada di mahjong win 3 strategi terbaiksweet bonanza rtp gacor membuka pintu keberuntunga tak terhitung5 rahasia terungkap cara menguasai pola rtp gates of olympusakun gacor maxwin menanti anda simak tips pilih game pgsoftdari pemula ke pemenang sejati cara memaksimalkan peluang menangkenali keajaiban mahjong wins fitur scatter dan free spinmengubah mahjong ways jadi sumber penghasilan raih jackpotjadi raja mahjong ways 2 menggunakan strategi wild scatter hitammain cerdas dan menang besar di mahjong wins 3 cara ampuhmencetak kemenangan maksimal di game pgsoft trik cerdasmenguasai sweet bonanza tips terbaik manfaatkan pola gacorpanduan master gates of olympus strategi cerdas memanfaatkan free spinsbonus slot dengan meta aijackpot mahjong ways cepat maxwinkuasai fitur jackpot mahjong wins 3 dapatkan scatter hitampola pengunci kemenangan mahjong waysstrategi optimal mahjong ways 2akun vip mahjong ways kesan spesialcara dapatkan scatter hitam deepseek aidapatkan scatter hitam mahjong winsmengapa mahjong ways 2 trendsetterrtp tertinggi mahjong winsautomasi deposit adat88bagikan maxwin mahjong wins 3dukungan provider pg soft mahjong ways 2gates of olympus banjir scatterscatter hitam jackpot mahjong waysSerbu Bocoran Top No1 Starlight Princes Pasti Jackpot Maxwin