How a Global Performance Brand is seeing 35% deflection with Agentforce
At NeuraFlash, collaboration fuels everything we do, especially with brands that share our drive for innovation. When a globally recognized leader in performance apparel and footwear turned to us, their goal was clear: elevate the digital service experience and set a new standard for customer engagement.
With high order volumes and increasing customer expectations, their team was already delivering a strong experience, but recognized the need to scale further. They were looking for more than just automation with AI, but a shift in the experiences they could offer to customers.
Gearing up for a new era of Digital Service
Partnering with Salesforce, we launched Salesforce Agentforce Service Agent to tackle two of the brand’s top priorities which were WISMO (“Where Is My Order?”) and Product FAQs, delivering immediate impact. From day one, Agentforce outperformed their previous bot, making customer interactions effortless. Now, customers can quickly check their order status using just a phone number, order number, or a simple question, which drastically reduces resolution times. This has increased self-service deflection, saving valuable time, resources, and costs.
Results that Win
Since going live, this company has seen results that have driven down contact center costs and increased contact center performance.
- Deflected 13.3% more customer contacts, reaching a total of 35% deflection
- Increased customer satisfaction (CSAT) by 11%, thanks to faster and easier service
- Cut down the time and resources needed for each customer interaction
Customers are getting what they need faster. Agents are spending less time on repeat questions and more time solving complex issues. And the brand is scaling support, marking a strong start to their Agentforce journey.
Let’s team up to Build the Future of Support Together
By combining powerful AI with strategic use cases, this global brand is building a modern service experience that scales with demand while maintaining the human touch they’re known for. At NeuraFlash, we’re ready to help you do the same.
