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.

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.