Implementing Salesforce Agentforce for Armakuni

.

Client Overview

Armakuni, a cloud-native technology consulting firm, required a streamlined solution to enhance customer support, automate query handling, and optimize service operations.

DATE

23 Apr, 2024

CLIENT

Armakuni

Industry

Hi-Tech

WEBSITE

https://www.armakuni.com

02.

Challenges

  • High Volume of Customer Inquiries: Customers had to rely on traditional communication channels, causing delays in responses and inefficiencies.
  • Lack of Automated Support for Technical Queries: Technical support queries required manual intervention, leading to increased resolution time.
  • Absence of Intelligent Case Routing: No system to intelligently route customer issues to the right team, leading to inefficiencies in issue resolution.
  • No Automated Follow-ups & Proactive Engagement: Customers did not receive proactive updates or follow-ups, impacting engagement and satisfaction levels.
  • Limited Insights into Support Metrics: Lack of real-time insights into customer support metrics affected decision-making and service improvements.

03.

Solution Implemented

Agentforce AI-Powered Chatbot for Real-Time Assistance:

  • Integrated Agentforce chatbot to handle FAQs and technical queries, reducing manual workload.
  • Provided instant responses to common support inquiries related to cloud solutions and services.

Automated Technical Query Resolution & Knowledge Base Integration:

  • Developed an AI-powered knowledge base that enables self-service resolution for frequent technical queries.
  • Reduced dependency on manual support by surfacing relevant documentation and solutions.

Intelligent Case Routing & Escalation Management:

  • Implemented an intelligent ticketing system within Agentforce that assigns cases to the right teams based on query type and complexity.
  • Ensured seamless case escalation for unresolved issues with full context preservation.

Proactive Customer Engagement & Follow-ups:

  • Automated follow-ups for ongoing cases to keep customers informed about resolution progress.
  • Sent proactive notifications and recommendations based on customer interactions.

Real-Time Analytics & Performance Insights:

  • Integrated dashboards and reports to track key performance indicators (KPIs) such as response time, resolution rates, and customer satisfaction.
  • Provided actionable insights for continuous service improvements.

04.

Results & Impact

Improved Customer Satisfaction:

  • Faster response times and intelligent support solutions enhanced customer experience.

Reduced Resolution Time for Technical Queries:

  • AI-powered knowledge base and chatbot-assisted query resolution minimized manual intervention.

Optimized Support Operations:

  • Automated ticketing and intelligent case routing streamlined customer service workflows.

Enhanced Customer Engagement:

  • Proactive follow-ups and automated notifications led to improved customer retention.

Data-Driven Decision Making:

  • Real-time analytics empowered Armakuni to optimize service delivery and continuously improve support strategies.
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