Sonos Uses Amazon Connect & Service Cloud Voice to Transform Customer Service & Commerce Experience

May 6, 2021
NeuraFlash Team

Sonos is an amazing example of a customer leveraging the full power of Amazon Connect & Service Cloud Voice to drive next-level service experiences for their agents & customers.

Industry: Consumer Goods/Consumer Electronics, Products Used: Salesforce Einstein Bot, Salesforce Service Cloud Voice, Amazon Connect, Salesforce Chat

Customer Challenge:

The COVID-19 pandemic accelerated a shift to virtual experiences with people doing more business online than ever before. In March of 2020,  90% of Sonos' business shutdown, almost overnight,  as a result of retail stores having to close their doors for the unforeseeable future. Sonos found their organization being faced with a new challenge as consumers started discovering & shopping for their products online. Due to the rush of people who were looking for ways to make their stay at home experiences more exciting, Sonos saw a sudden surge in demand & knew they would have to pivot their business to direct-to-consumer sales quickly.

To meet the massive influx in buyer requests, Sonos ultimately needed solutions that allowed them to deflect cases & enable better self-service for their customers, all while reducing the average agent handle time for chats. Since the customer experience is so important to Sonos, it was key that they cater to the rise in consumer demand digitally so that they could provide consistent & relevant experiences to their customers at every touchpoint. 

“Our customer service is our secret weapon.” -Patrick Spence, CEO of Sonos
The Start of their Digital Service Transformation:

Partnering with NeuraFlash, Sonos implemented a conversational Einstein Chatbot & Salesforce Chat. These solutions provide their customers with 24/7 support to seamlessly troubleshoot their speakers, or answer set up related questions, while also providing a way for them to escalate to a live Sonos representative for their complex questions. 

Our NeuraFlash team, along with our great technology partners in Salesforce.com & Amazon, was solely dedicated to helping their organization build & optimize that best-in-class customer experience. To continue to improve their customer & agent experience, while also building a 360 view of the customer to power more personalization for the end user, Sonos began looking at transitioning their telephony platform to Amazon Connect & Service Cloud Voice. They chose Amazon Connect & Service Cloud Voice because they saw the power of this product & how it would allow them to have a Salesforce-centric telephony solution that integrates seamlessly to omni-channel, enables a truly blended agent to be able work across phone & digital channels, while also having the ability to providing intelligent services for their agents. 

Check out the following video to see Amazon Connect & Service Cloud Voice in action. https://www.youtube.com/watch?v=KrMc23qUBPQ&t=4s

“Service is the new opportunity of growth.” - Neeracha Taychakhoonavudh, EVP - Global Customer Success & Strategy,
 Salesforce
Results:

Sonos has had amazing success with their Einstein Bot. They have been able to:

  • Achieve self service goals.
  • Be more proactive.
  • Offer 24/7 support so customers can create a case after hours.
  • Continue to optimize with a data driven approach.

With Amazon Connect & Service Cloud Voice, they have been able to: 

  • Have an ease of use for agents to help them decrease handling times for calls.
  • Improve customer satisfaction.

The success of this project is directly related to the strong partnership we have with Sonos, Salesforce, & Amazon. Patrick Spence, CEO of Sonos, is a great example of a leader who is taking leaps & bounds to transform the way his company provides service to their customers. We are so excited to see Sonos continue to thrive with Service Cloud & to help our other customers do the same! 

In case you missed it:  April Success Anywhere World Tour | Salesforce


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