Situation
Our client is a global market research firm that measures TV and radio audiences using metering devices in households that track viewing habits. Insights collected from its customers influence programming and ad rates.
Our customized solutions give enterprises a cost-efficient, scalable, and seamless digital support ecosystem.
Customers relied on phone and email during business hours to request equipment, place orders, and speak to a live agent. Responses to email requests could take up to 48 hours, and heavy contact center workloads caused agent fatigue. This outdated support model led to delays, frustration, higher costs, and impacted agent retention and data reliability.
Action
We implemented a customized Salesforce Chatbot, integrated via Core SDK into the client’s mobile app. The audio-centric chatbot uses Salesforce Messaging for in-app and web interactions and syncs data in real time with the legacy system.
The chatbot offers instant support for customers ordering equipment, and handles queries. It provides troubleshooting guidance, shares holiday updates and addresses other related issues without requiring agent involvement. If an issue can’t be resolved, the customer is seamlessly transferred to a live support agent.
We also developed Contact Log Entries (CLEs) for all interactions and synced them to the legacy system for full traceability. The architecture is scalable and designed to support growth and future departmental integrations.
By unifying a fragmented support model, we introduced instant self-service and reduced reliance on live agents. Our solutions give our client a cost-efficient, scalable, and seamless digital support ecosystem.
Our client now has the foundation to implement future AI-driven enhancements such as Agentforce, Einstein Summarization, and Reply Recommendations.
Results
- Improved customer satisfaction with a seamless, efficient and faster experience.
- Achieved operational efficiency through automation and ticket deflection.
- Improved visibility and analytics for contact reports by having support data centralized in Salesforce.
- 24/7 bilingual availability, allowing more time for agents to handle complex issues.
The customized chatbot provides instant self-service and less reliance on live agents.
The chatbot helps customers order equipment, answers queries and transfers to agent.
Operational efficiency was achieved through automation and ticket deflection.
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10,400+
Contact reports automatically sent to legacy system -
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2,000+
Orders fulfilled with chatbot (to date) -
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90%
Reduction in Average Handling Times