Our partner, a leading global gaming platform, was experiencing an increasing demand for efficient customer support across popular messaging platforms. As a major player in the gaming industry, ensuring a seamless and responsive support system was crucial to maintaining user satisfaction and operational efficiency.
Challenge
To meet this growing demand, they needed to integrate LINE, the most widely used app in key markets, with their existing Salesforce Service Cloud. The goal was to streamline customer interactions, automate case creation, and provide high-quality support while minimizing manual intervention. Additionally, the solution needed to route customers to the appropriate agents and deflect simple inquiries with self-service options, all within a secure and scalable environment.
Solution
Oktana provided a comprehensive solution by integrating LINE with Salesforce using the LivePerson managed package, a robust connector designed for asynchronous messaging and customer engagement. The integration included several key components:
- Asynchronous Messaging Integration: Implemented a system where LINE users interact with a bot that guides them through a predefined flow, ensuring a seamless and consistent user experience.
- Salesforce Service Cloud Integration: Customized the LivePerson managed package to work seamlessly within the Salesforce Service Console. This customization allowed the system to automatically create cases based on user interactions within LINE and direct them to agents with the appropriate skills, language, and technical expertise.
- Case Categorization and Record Type Customization: Developed custom Apex code and flows to ensure that cases created through LINE were correctly categorized and assigned. This customization was crucial to ensure that cases were routed to the correct queue and efficiently managed by support agents.
- Knowledge Article Deflection: The integration also featured a mechanism that suggests relevant Experience Cloud knowledge articles to users before escalating issues to an agent, helping to resolve common inquiries without human intervention.
Results
The integration of LINE with Salesforce Service Cloud led to significant improvements for our partner:
- Increased Efficiency: 45% of cases are now resolved through the LINE integration, utilizing knowledge articles without requiring agent involvement. This reduced the workload on support agents, allowing them to focus on resolving more complex, time-sensitive cases.
- Improved Customer Experience: Users benefited from a streamlined support process, with automated responses and targeted assistance based on their specific needs and language preferences.
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