A Seamless Solution: Transforming Black Friday and finding Year-Round Opportunities
- Enhanced customer service, increasing CSAT scores with 24/7 support and greater personalization
- Increased contact center efficiency through customer self-service to successfully handle the holiday surge
- Saw ROI from their investment and continued to enhance their chatbot to reach more customers and provide an even bigger business benefit
The Holiday season is upon us, here is how one major retailer is tackling the Black Friday surge with Salesforce and NeuraFlash.
Our customer thrives as a successful business, providing special holiday offers that embellish walls worldwide not only during the holiday season, but throughout the year as well. For many, like me, their inventory makes the perfect gifts. Each year, an email titled "Black Friday Deal" reminds me that the holidays are near, prompting me to design a calendar or photo book I'll soon wrap and place under the tree. For my mom, it's about the Christmas cards, while for my grandparents, it's the custom pillows. Regardless of the choice, our customer excels at drawing you in, evoking smiles through cherished memories, even if they're in the form of your own amateur (or, perhaps, occasionally impressive) photography.
With millions of daily visitors on their site, this retailer faces the monumental challenge of accommodating each of their users and their personalized journeys. Their task isn't solely about ensuring their website remains stable, but they encounter a wide range of technical abilities and varied customer needs, all of which they aim to support. During the alluring Black Friday sale, this sentiment is no different, but the volume of traffic surges significantly. Here they face a challenge - how do they manage and cater to the increased demands of Black Friday without any service disruptions?
The solution—a Chatbot, more specifically, one seamlessly integrated into their CRM [Salesforce], an Einstein Bot. This Chatbot is designed to respond to inquiries, steer individuals in the correct direction, and provide additional support. It remains active on their website, assisting users constantly, and operating around the clock, 24/7. Maintaining user engagement, aids in creating the ideal gift while also addressing any technical queries they may have.
Their first Chatbot enabled them to adeptly manage peak season by:
- Deflection: Addressing straightforward user inquiries (like shipping status) before they engaged with a representative. This company helps 10,000+ users a day before they reach an agent.
- 24/7 Support: The bot empowered customer service representatives to address inquiries around the clock, offering assistance to Shutterfly's worldwide customer base at any given moment.
- CSAT: They elevated customer satisfaction by accelerating service delivery through enhanced personalization and faster support. This was made possible by utilizing gathered customer data prior to escalation and providing agents with a unified perspective through their service console.
Following a successful holiday season, our customer was poised to elevate its chatbot's capabilities, transforming it into a year-round, industry-leading customer service tool. By integrating it into their mobile app they were able to reach more customers. Simultaneously, making their chatbot proactive, allows them to assist users before they even knew they needed help, particularly during check-out. This proactive approach optimized customer experience, resolving issues earlier, and boosting satisfaction and issue resolution rates.
Another holiday season has arrived, and this retailer is geared up. They're not just maintaining their collaboration with NeuraFlash to expand on past achievements, but they're genuinely set to spread cheer to households worldwide. Their aim is to ensure that everyone receives the personalized, supportive customer service experience they rightfully deserve.
A long-term partnership
The collaboration with our customer goes beyond the initial bot; this partnership involves continuously improving the bot, exploring innovative ways to serve customers, collaborating across various affiliate businesses, and more. This enduring partnership is founded on trust, expertise, and a profound understanding of the business.
NeuraFlash is a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Our mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale, empower teams, and uncover revenue. Working across industries, NeuraFlash enables intelligent business automation that drives real-time ROI.