Enhancing customer service efficiency through automation for an e-commerce company
Challenges
1- Manually responding to customer queries and order updates was time-consuming and inefficient.
2- Customers were not receiving timely updates on order status and inquiries.
3- No structured system to track and manage customer service cases.
4- No automated responses for common inquiries, leading to repetitive manual work.
5- Difficulty in reopening closed cases when new emails were received.
Solutions
1- Implemented Salesforce Sales Cloud and Service Cloud for automation.
2- Created custom fields, list views, and automated workflows.
3- Developed email templates and automated email alerts for order updates.
4- Integrated a chatbot and Einstein Bot for automated query resolution.
5- Mapped web contact forms to Salesforce to ensure proper case creation.
Results
1- 40% increase in customer retention due to timely and relevant updates.
2- 60% improvement in operational efficiency by automating manual tasks.
3- 90% reduction in response time for customer inquiries.
4- 70% automation of email responses, significantly reducing manual workload.
5- 100% case tracking through structured Salesforce implementation.
Our client is an online beauty and fragrance supplier, founded in 2010 and based in New York. With a commitment to providing high-quality cosmetics and fragrances, they have built a strong international reputation for exceptional products and customer service. This case study highlights how automating their customer service processes enhanced operational efficiency and improved customer retention.
With a rapidly growing customer base, the client faced challenges in manually responding to customer inquiries, order updates, and common service requests. They needed a technology partner to automate their customer service processes within Salesforce, ensuring that all customers received timely responses and updates. The lack of an automated system resulted in delays, inefficiencies, and difficulty in tracking and managing customer cases.
Our experts leveraged Sales Cloud and Service Cloud to automate the client’s customer service operations. We implemented structured frameworks, automated workflows, and intelligent response systems to improve service efficiency. The automation ensured faster response times, better case tracking, and improved customer satisfaction. Additionally, a chatbot and Einstein Bot were integrated to handle common customer queries, reducing the need for manual intervention.
- The client manually responded to customer inquiries, making it difficult to keep up with growing demand.
- Customers were not receiving timely updates about their order status.
- No structured framework existed to track customer queries, leading to lost or unresolved issues.
- Generic inquiries related to order status, returns, and payments were handled manually, increasing workload.
- When customers responded to closed cases, tracking recent activity became difficult.
- Customers were unaware of case updates, resulting in poor follow-up management.
- Integrated web contact forms with Salesforce to automatically generate cases for customer inquiries.
- Created structured frameworks to efficiently track and manage cases.
- Developed email templates and workflows for automatic responses to common queries.
- Implemented Einstein Bot to handle frequent inquiries, reducing manual efforts.
- Enabled automatic reopening of cases upon receiving follow-up emails.
40%
Increase in customer retention
due to timely and relevant communication.
90%
Reduction in response time
for customer inquiries through email and chatbot automation.
