Our customer is the global search engine leader, renowned for its innovative technology, extensive suite of software products, and advanced AI-driven solutions. They recognized the need to enhance the time spent resolving chat-based customer support issues using Service Cloud.
Solution: Enhancing Chat Support with Salesforce Service Cloud
Oktana built a managed package for their Contact Center AI in Salesforce Service Cloud. To enhance their Service Cloud experience, we implemented features such as:
- Suggested responses
- Auto-completion
- Knowledge recommendations
Also, we integrated:
- Salesforce Service Cloud
- Salesforce Omni-Channel
- Firebase
These improvements and integrations streamlined communication by providing agents with pre-drafted replies, speeding up data entry, and ensuring quick access to relevant information, thus optimizing the overall efficiency and effectiveness of the support process.
Results
We developed a robust solution that boosts internal customer support efficiency by approximately 20% and enhanced the overall end-customer experience. The integrations enabled an estimated 15% faster query resolution time, improved smart reply capabilities, and introduced advanced natural language processing. It also enhanced agent productivity through real-time assistance and automated suggestions, leveraging advanced APIs and Salesforce’s CRM capabilities for optimal customer service.
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