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Improved customer service for one of the world's leading review platforms

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The company is an online review platform that connects businesses and consumers through the feedback from customers about their buying and service experiences. The platform also helps businesses generate actionable insight through real-time analytics of customer review data. Reviews are written by consumers from across the globe. Every month people share over 3 million reviews on the platform to help each other find great companies and make better buying decisions.

Client

Service Cloud
Einstein AI
Experience Cloud
Slack
Migration from Zendesk
Integration with 3rd-party systems

Salesforce Solutions

Software

Industry

Reproducing Existing Processes
Ongoing Process Revamp
Data Access Restrictions

Challenges Outline

9 months

Duration

1 Technical Architect
2 Salesforce Developers
1 QA

Vimera Team

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Business Goals

The Client managed Client Service in Zendesk and wanted to migrate to Salesforce Service Cloud to unify the company’s data into a single source of truth, as Salesforce was already being used for Sales and Marketing processes.
Customize the entire customer service.
Get data on Customer satisfaction and Agent performance.

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Challenges

Solutions

Originally, stakeholders aimed to reproduce existing business processes exactly as they were using them in the third-party tool, thereby ignoring some of the unique beneficial features of Service Cloud. Resolving that request also required an analysis and thorough investigation of their current support system, including outlining the pros and cons according to the customer’s request. Additionally, the company was in the process of revamping its current business processes, and together with them, the Vimera team mapped the AS-IS process to the TO-BE process in Salesforce, considering these ongoing changes.

Due to the company's strict data access policies, no real data was available for investigation and testing, which in turn required extensive collaboration with business representatives to gain insights about specific data and business scenario details.

The Vimera team conducted a deep a discovery phase and provided an estimation of the migration.

We migrated Zendesk As-Is processes to Salesforce To-Be processes that included an extensive amount of business logic, automation, triggers, and macros. The migration included different processes for different channels like Email-to-Case, Web-to-Case via Help Center, and LiveChat. We established dynamic case routing based on channel, language, and topic skills.

The Vimera team migrated the Client’s Support Help Center site to the Salesforce Experience Cloud, incorporating Knowledge articles, guest and authenticated users, multi-step Web-to-Case forms, and LiveChat.

We established Slack integration with Salesforce to enhance communication with the team.

We implemented the Einstein Service Cloud AI products: Einstein Classification and Wrap-up, Einstein Work Summaries, and Einstein Bots.

We made Knowledge article migration in 8 languages with images and videos.

We established an automatic system for sending CSAT Surveys to customers after case resolution, allowing the Client to analyze overall agent performance and customer satisfaction.

Service

Einstein

Experience

2

3

1

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Results

Increased customer satisfaction by 25%

Reduced case resolution time by 33%

Unified customer communication history in a single source of truth

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Testimonial

Great can-do team who delivered our business a best-in-class Service Cloud. We had a very tight deadline and needed an external team who could jump on the project quickly and provide us with good insight into best practice for Service Cloud. The value the team bring is great and they met exactly our scope, our budget and crucially our timeline.

Jack Vlissidis
Senior Program Manager
Trustpilot
Copenhagen, Denmark

See the full review on Clutch

Discuss your task with our team

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We provide a wide range of services

Salesforce Implementation & Customization

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Salesforce Integration

Salesforce Org Audit

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Data Management & Migration

Migration to Salesforce Lightning