From Lightning-Fast Tech to Effortless Support: SmartBear’s Agentforce Service Transformation
SmartBear is a modern software company delivering advanced tools and AI-driven solutions to businesses across the globe. As their technology moved at lightning speed, they wanted their service experience to keep up, giving customers top-notch support while making life easier for their technical support team and improving collaboration across teams.
With their service center built on Salesforce and a deep understanding of AI, SmartBear saw Agentforce as the perfect next step in evolving their contact center. Their goal was to deliver more personalized support, deflect cases intelligently, and reduce service costs with a seamless AI experience.
Partnering with NeuraFlash, SmartBear launched an Agentforce Service Agent directly on Salesforce. It guides users through troubleshooting, answers common questions, and routes inquiries to the right live agent based on context and availability. It also handles escalations and case creation while keeping customers in the loop, removing friction and the need for follow-up.
The result is an experience that feels intuitive, friendly, and surprisingly effortless. NeuraFlash’s UX and UI experts fine-tuned the agent’s instructions and actions using Salesforce best practices, creating a polished, conversational experience that meets SmartBear’s high technical standards. With fewer clicks, smoother interactions, and faster resolutions, customers get what they need quickly and with zero frustration.
Now, SmartBear delivers best-in-class service while lightening agent workloads, speeding up resolutions, and giving a complete 360-degree view of every customer interaction. This allows the team to make smarter decisions and deliver more personalized service at scale.
Outcomes
- Lower customer effort and faster issue resolution
- Increased case deflection and reduced service costs
- A modern, scalable AI foundation aligned with SmartBear’s long-term service strategy
With Agentforce and NeuraFlash, SmartBear has transformed their contact center into a smarter, faster, and more customer-friendly experience that truly delights users and empowers their teams.
