Salesforce

Enhance Customer Experience, Reduce Churn & Improve Service Agent Efficiency with Salesforce Einstein

Business Challenges

Rippling, a leader in unified HR and IT platforms, encountered significant customer experience challenges:
  • A high percentage of dropped chats led to poor customer satisfaction.
  • Decreased renewal rates and revenue.
  • An increased volume of service cases and extended issue resolution times.
  • Suboptimal efficiency of service agents.

Strategic Solution

  • Integrated Salesforce Einstein Bot and Cohere AI on their Service Cloud to deflect chats using natural language processing (NLP), routing them efficiently to the relevant business verticals.
  • Redesigned skill-based routing for chat records, replacing manual Pending Service Routing (PSR) record creation with an automated system passing a list of Skill IDs to Omni.
  • Implemented a custom retry mechanism that attempts to connect the chat with an agent with one less required skill if initial attempts fail.

Impact and Outcomes

Chat drops decreased

significantly from 20% to 0%.

Enhanced

customer experience and customer satisfaction scores.

Effective

case deflection and improved efficiency and utilization of service agents.

Increase

in renewal rates and revenue, along with reduced customer attrition.

More Client Success

Lirik empowers businesses to seize global opportunities with top-tier CRM, ERP, and data solutions. We combine startup agility with enterprise maturity, delivering personalized experiences, operational excellence and transformative growth.
  • Headquarters: 1525 McCarthy Blvd, Suite 228 Milpitas, CA USA, 95035

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