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.
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
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.
Challenges Faced
As a consulting company offering solutions, ISmart Blue reached out to us for their manufacturing client dealing with the following challenges
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.
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
- Lack of Personalization
- Limited Engagement on WhatsApp
- Complex Support Allocation
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.
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.
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.
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.
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.
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
- 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.
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.
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