[Case Studies] Einstein Bots for Service

July 10, 2020
NeuraFlash Team

2020 / NeuraFlash Customer Success Story

How a leading retailer found success providing 24/7 customer service with an Einstein Bot amidst Covid-19 and the rise of online purchases.

LEADING CRAFTS RETAILER WITH 1.2K STORES NATIONWIDE

Their Story

Prior to the rise of covid-19 this craft retailer was looking to improve their customer service experience. They had..

  • Long customer wait times that were over 10 minutes
  • High volume on their chat and phone channel
  • Low agent efficiency due to handling high volumes of simple FAQs.

Following the rise of covid-19, this craft retailer was forced to close stores and shutdown all channels except chat. Because of this, web chats increased from an average of 100 to 15,000 chat conversations per day

Partnering with NeuraFlash to deploy a Salesforce Einstein Bot

This craft retailer partnered with NeuraFlash, a leading AI and Chatbot partner of Salesforce to deploy a Service Einstein Bot. This Bot was built to handle high volume use cases, so agents could spend more time on complex issues. After this solution was deployed, it elevated the customer experience and optimized both employee & customer time.

Results

  • 35% chat case deflection achieved
  • 75% decrease in customer wait time
  • 30% decrease in case resolution time

Food & Beverage Franchise Deploys New Chat Channel to Shift Customers off of Phone and to Create a Seamless Customer Experience .

FOOD AND BEVERAGE FRANCHISE WITH 5,000 LOCATIONS NATIONWIDE

Their Story

This customers contact center did not have a chat channel and their primary channel of communication was phone. Their agents consistently handles use cases regarding store feedback and loyalty program account issues. Fielding these inquiries took 60+%of agent’s time & a large portion of this work was repetitive.  Due to their high volume of questions this Franchise's goal was to

  • Decrease the time it took to resolve cases
  • Shift customers off of the phone channel and onto chat.
  • Provide 24/7 service & minimize customer wait time
  • Automate repetitive tasks/conversations to optimize agent time for more complex issues

Partnering with NeuraFlash to deploy a Salesforce Einstein Bot

NeuraFlash partnered with this food & beverage company to deploy a brand new Chat channel along a customized Einstein Bot. The Bot handles the most common use cases, including fielding questions about store feedback and loyalty cards. Leveraging 7 different APIs, this bot  provides customers with a seamless experience that allows self-service across many different use cases & avenues.

Results

  • 25% Shift off of the Phone Channel to Chat
  • 30% Chat Case Deflection Achieved
  • 25% Decrease in Case Resolution Time

How A Networking Software Company Created a Differentiated Partner Experience with an Salesforce Einstein Bot.

LEADING NETWORKING SOFTWARE COMPANY

Their Story

This software company needed to find a way to differentiate from competitors to provide a compelling partner experience while streamlining case management & optimizing their agent's efficiency to decrease the time it took to resolve cases. They needed a way to

  • Enable partners to get answers  24/7 and in in real-time
  • Gain access to their information quickly 
  • Escalate more complex questions to subject matter experts

Partnering with NeuraFlash to deploy a Salesforce Einstein Bot

NeuraFlash worked with multiple groups within the software company's organization to design a multi-functional chatbot specializing in self-service and improved partner-service routing. Overall providing an exceptional experience for their partners.

Results

  • 68% Chat Case Deflection Achieved
  • 20% Increase in Customer Satisfaction

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