October 3, 2024

ChatBot Integration in WhatsApp Improves customer engagement by 67%

ChatBot Integration in WhatsApp Improves customer engagement by 67%

Highlights

  • Efficient Support Routing for both new and existing customers
  • Improved Customer Engagement with a swift and efficient resolution process
  • Improved Personalization with Tailored Business Conversations

Highlights

  • Efficient Support Routing for both new and existing customers
  • Improved Customer Engagement with a swift and efficient resolution process
  • Improved Personalization with Tailored Business Conversations

Overview

Discover how HIC Global Solutions’s seamless integration solution leveraging Salesforce tools propels iSmartBlue’s customer support into a new era of effectiveness and personalization.

What You Need To Know

One of ISmart Blue’s manufacturing clients was grappling with inefficiencies and limitations in their existing customer support system.

Why It Matters

Chatbot Integration in support channels showcases the critical role of technology in enhancing customer interactions and efficiency making it a model for businesses across industries.

What HIC Did

HIC Global Solutions integrated a chatbot in the client’s Whatsapp channel delivering a profound impact on customer satisfaction, efficiency, and overall business success.

Overview

Discover how HIC Global Solutions’s seamless integration solution leveraging Salesforce tools propels iSmartBlue’s customer support into a new era of effectiveness and personalization.

What You Need To Know

One of ISmart Blue’s manufacturing clients was grappling with inefficiencies and limitations in their existing customer support system.

Why It Matters

Chatbot Integration in support channels showcases the critical role of technology in enhancing customer interactions and efficiency making it a model for businesses across industries.

What HIC Did

HIC Global Solutions integrated a chatbot in the client’s Whatsapp channel delivering a profound impact on customer satisfaction, efficiency, and overall business success.

Key Improvements

96%

Efficient Support Allocation

45%

Faster Case Resolution Times

45%

Improved Customer Interaction

Key Improvements

96%

Efficient Support Allocation

45%

Faster Case Resolution Times

45%

Improved Customer Interaction

About the Client

iSmartBlue, formerly known as Altostratus Tecnologia, is a distinguished Salesforce consulting firm with a rich history of providing expert guidance to businesses in Brazil.

Since its inception in 2013, the company has evolved into an official Salesforce partner specializing in Sales Intelligence Consulting, offering innovative solutions through Quick Start Implementations and Agile Support.

About the Client

iSmartBlue, formerly known as Altostratus Tecnologia, is a distinguished Salesforce consulting firm with a rich history of providing expert guidance to businesses in Brazil.

Since its inception in 2013, the company has evolved into an official Salesforce partner specializing in Sales Intelligence Consulting, offering innovative solutions through Quick Start Implementations and Agile Support.

Challenges Faced

As a consulting company offering solutions, ISmart Blue reached out to us for their manufacturing client dealing with the following challenges

The existing customer support system struggled to provide timely and efficient assistance to clients resulting in delays and frustration for both new and existing customers

The system could not personalize support experiences for individual customers based on their specific needs and status.

Despite WhatsApp being a primary communication channel, the existing support system did not fully leverage its potential for customer engagement.

Allocating support resources was a manual and complex process. Managing customer interactions on WhatsApp without a systematic flow required additional resources and time.

Challenges Faced

As a consulting company offering solutions, ISmart Blue reached out to us for their manufacturing client dealing with the following challenges

The existing customer support system struggled to provide timely and efficient assistance to clients resulting in delays and frustration for both new and existing customers

The system could not personalize support experiences for individual customers based on their specific needs and status.

Despite WhatsApp being a primary communication channel, the existing support system did not fully leverage its potential for customer engagement.

Allocating support resources was a manual and complex process. Managing customer interactions on WhatsApp without a systematic flow required additional resources and time.

Challenges Faced

As a consulting company offering solutions, ISmart Blue reached out to us for their manufacturing client dealing with the following challenges

They were facing issues with
  • Inefficient Customer Support
  • The existing customer support system struggled to provide timely and efficient assistance to clients resulting in delays and frustration for both new and existing customers

  • Lack of Personalization
  • The system could not personalize support experiences for individual customers based on their specific needs and status.

  • Limited Engagement on WhatsApp
  • Despite WhatsApp being a primary communication channel, the existing support system did not fully leverage its potential for customer engagement.

  • Complex Support Allocation
  • Allocating support resources was a manual and complex process. Managing customer interactions on WhatsApp without a systematic flow required additional resources and time.

Solutions Offered

Upon Evaluating the business pain points of the client, developers at HIC Global Solutions proposed Chatbot Integration with WhatsApp to provide guided support to customers reaching out to the client through WhatsApp.

As WhatsApp was the primary point of contact for both new and existing customers, we Integrated Salesforce Einstein Chatbot into WhatsApp to deliver better engagement and resolution experiences.

  • Harnessing the power of Salesforce Flows, HIC Global Solutions developed a customized workflow for the Chatbot.
  • This workflow directed customers to specific support pathways based on their status – new or existing.
  • Existing customers are efficiently directed to the resources they need, while new customers are asked for a specified number and details and then a new case is created in Salesforce.
  • To ensure a personalized and accurate support experience, dialogue intent was meticulously crafted for the Chatbot.
  • Incorporated a comprehensive set of options for customers to choose from, enabling the Chatbot to allocate precise support based on their requirements.

Solutions Offered

Upon Evaluating the business pain points of the client, developers at HIC Global Solutions proposed Chatbot Integration with WhatsApp to provide guided support to customers reaching out to the client through WhatsApp.

As WhatsApp was the primary point of contact for both new and existing customers, we Integrated Salesforce Einstein Chatbot into WhatsApp to deliver better engagement and resolution experiences.

  • Harnessing the power of Salesforce Flows, HIC Global Solutions developed a customized workflow for the Chatbot.
  • This workflow directed customers to specific support pathways based on their status – new or existing.
  • Existing customers are efficiently directed to the resources they need, while new customers are asked for a specified number and details and then a new case is created in Salesforce.
  • To ensure a personalized and accurate support experience, dialogue intent was meticulously crafted for the Chatbot.
  • Incorporated a comprehensive set of options for customers to choose from, enabling the Chatbot to allocate precise support based on their requirements.

Solutions Offered

Upon Evaluating the business pain points of the client, developers at HIC Global Solutions proposed Chatbot Integration with WhatsApp to provide guided support to customers reaching out to the client through WhatsApp.

The solutions which we offered to them
  • Einstein Chat Integration with WhatsApp
  • As WhatsApp was the primary point of contact for both new and existing customers, we Integrated Salesforce Einstein Chatbot into WhatsApp to deliver better engagement and resolution experiences.

  • Creating Customized WorkFlow
    • Harnessing the power of Salesforce Flows, HIC Global Solutions developed a customized workflow for the Chatbot.
    • This workflow directed customers to specific support pathways based on their status – new or existing.
    • Existing customers are efficiently directed to the resources they need, while new customers are asked for a specified number and details and then a new case is created in Salesforce.
  • Creating Dialogue Intent
    • To ensure a personalized and accurate support experience, dialogue intent was meticulously crafted for the Chatbot.
    • Incorporated a comprehensive set of options for customers to choose from, enabling the Chatbot to allocate precise support based on their requirements.

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