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Transforming Customer Engagement with
Salesforce Service Cloud and Telephony Integration

amazon-connect (1)
Salesforce-service-cloud (1)
AWS (1)

Overview

A leading retail organization struggled with customer service due to fragmented systems between their CRM and telephony. To create a seamless omnichannel experience, they partnered with our team to implement Salesforce Service Cloud and integrate it with a cloud-based telephony solution. This resulted in improved agent productivity, customer satisfaction, and operational efficiency.

PROBLEMS:

SOLUTIONS

Salesforce Service Cloud Implementation

◉ Configured Service Cloud to centralize customer interactions from email, phone, chat, and social media.

◉ Customized workflows and automated repetitive tasks to improve response times.

Integration with Cloud Telephony

◉ Integrated Amazon Connect with Salesforce Service Cloud to enable seamless call routing and real-time data exchange.

◉ Implemented click-to-dial and automated call logging features to reduce agents’ manual workload.

Unified Customer View

◉ Consolidated customer data from various systems into Salesforce, providing agents with a comprehensive view of customer history and preferences.

Agent Enablement

◉ Delivered in-depth training sessions for the client’s service teams to maximize adoption of the new tools.

◉ Equipped agents with AI-powered insights for faster and more accurate query resolution.

RESULTS

  • 40% Improvement in First-Call Resolution (FCR)

    ◉ Agents were able to resolve customer issues on the first contact more effectively.

  • 30% Increase in Agent Productivity

    ◉ Automation of routine tasks and telephony integration freed up agents to focus on complex customer interactions.

  • Enhanced Customer Satisfaction

    ◉ Customer satisfaction scores improved by 25% within six months of implementation.

  • Scalable Infrastructure

    ◉ The integrated solution positioned the client for growth, enabling them to handle increasing customer queries without compromising service quality.

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