The client needed an effective support services solution to improve customer centricity, loyalty program and trustworthy reputation, fast and effective way to lead customer support processes. According to the business logic and requests, the Vimera team proposed using Service Cloud as the solution.
The client asked to deliver a solution to automate the business process responsible for providing customer support communication. The Vimera team has configured and automated FLOW with the use of the client's business logic to address the challenges of every customer. For example, if the customer faces a problem, then the customer will be served in a special business logical way.
Then our client was looking for a tool to connect a telephone with a computer where customers can make conversations with support services specialists, who then in turn can manage and track customer cases fast. COMPUTER TELEPHONY INTEGRATION (CTI), a cloud-based telephone system in Salesforce, has been configured.
To let cases be automatically generated from emails and collect all customer requests automatically from the company's website converting them into cases, EMAIL-TO-CASE and WEB-TO-CASE technologies have been implemented in order to improve customer experience and optimize workload by automation.
Improving the quality of customer service
Speeding up customer support processes
Customer centricity improvement