Einstein Chatbot Integration in a Fintech Company for Exceptional Customer Service
59%
Increased website engagements
87%
Improved customer response times
45%
Decrease in bounce rates
Overview
From scattered records to a single automated flow
What You Need To Know
Efficient, real-time customer support is critical in FinTech for maintaining customer trust and loyalty. Enhanced engagement and faster resolutions directly impact customer satisfaction and retention, driving business success.
Why It Matters
Our client, an experienced consultant in online business process optimization, sought to enhance customer engagement on N1u, their digital payment processing platform, through real-time support and streamlined case management.
What HIC Did
HIC implemented a comprehensive set of Salesforce development and customization solutions to seamlessly integrate the Salesforce Einstein Chatbot into the client’s website.
Challenges Faced
Bottlenecks slowing every hand-off
Inefficiency in Managing Support Tickets and Case Communication:
The client struggled with managing support tickets and case communication within their Salesforce org.
Manual Creation of Contacts for Cases:
Contacts from “Email-to-Case” functionality in Salesforce had to be created manually, consuming time and resources.
Lack of Real-Time Engagement with Users:
The client could not provide real-time engagement to users seeking support on their website.
Inefficiency in Providing Support on Multiple Channels:
There were challenges in providing efficient support across multiple channels like Facebook and WhatsApp.
About the Company
Our client is an individual consultant who helps organizations with the optimization of online business processes and the development of integrated technologies.
Serving businesses for 15 years, the client approached us to enable Chatbot on N1u, a digital payment processing platform to engage with customers in real-time, providing instant support and information.
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Solutions Offered by HIC
One pipeline, from record discovery to secure delivery
Deployed Salesforce Einstein Chatbot:
Developed and deployed the chatbot on the client’s payment website using Apex code and automation, enabling real-time responses and seamless user interaction.
Integrated Multi-Channel Support:
Created a Facebook messaging channel and integrated it with the chatbot in a sandbox environment, facilitating support through this popular platform.
Automated Contact Creation:
Set up automation in Salesforce to automatically create contacts from cases generated by the “Email-to-Case” functionality, reducing manual data entry.
Enhanced Case Management:
Added a custom Type Picklist value ‘Notion’ in the Case Object for better case categorization and management.
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