E-commerce

Our client is a leading e-commerce company, specializing in the sale of electronics and home appliances. They have been in the business for over a decade and have a large customer base. However, they were facing challenges in providing prompt customer support and addressing queries related to their products and services. 

Industry : E-commerce
Tools & Technology: Salesforce Experience Cloud, Salesforce Service Cloud

Challenges

The client’s existing customer support system was not efficient enough to handle the increasing volume of customer queries. They were receiving a large number of emails, calls, and social media messages from customers, and their support team was struggling to respond to them in a timely manner. This led to a decline in customer satisfaction and an increase in the number of complaints. 

Our
Approach

To address the client’s problem, we suggested implementing Salesforce Community Cloud. With the help of the Salesforce Community Cloud platform, businesses can build online communities for their clients, partners, and staff members. We chose this platform because it offered the following features: 

  • Self-Service Portal: We created a self-service portal where customers could search for answers to their queries related to products and services. The portal was integrated with the client’s knowledge base, enabling customers to access articles, videos, and other resources. 
  • Community Forum: We created a community forum where customers could interact with each other and with the client’s support team. The forum was designed to encourage customers to share their experiences and provide feedback on the client’s products and services. 
  • Case Management: We set up a case management system that enabled the client’s support team to manage customer queries efficiently. The system was integrated with the client’s CRM, enabling the support team to track customer interactions and provide personalized support. 
  • Mobile App: We developed a mobile app for the client’s customers, enabling them to access the self-service portal and community forum on the go. 

Result

Higher engagement rates
0 %
Increased in customer satisfaction
0 %
Reduced customer queries
0 %
  • The implementation of Salesforce Community Cloud has had a significant impact on the client’s business.  
  • The self-service portal has reduced the number of customer queries received by the support team by 50%.  
  • The community forum has become a hub for customer engagement, with customers sharing their experiences and providing feedback on the client’s products and services.  
  • The case management system has enabled the support team to respond to customer queries promptly, resulting in a 30% increase in customer satisfaction.  
  • The mobile app has enabled customers to access the community and self-service portal on the go, resulting in a 20% increase in engagement. 

Feedback

5/5

The client has provided positive feedback on the implementation of Salesforce Community Cloud. They are delighted with the impact it has had on their business and are particularly pleased with the reduction in the number of customer queries received by the support team. They have also noticed an increase in customer satisfaction and engagement, and attribute it to the community forum and mobile app. The client has expressed their appreciation for our approach and the use of Salesforce Community Cloud, which has enabled them to provide better customer support and improve their overall business performance. 

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E-Commerce

Commerce cloud 

 

What is salesforce commerce cloud

Salesforce Commerce Cloud is a robust cloud-based platform made to improve business-to-business (B2B) and business-to-consumer (B2C) online operations. It offers a full range of features and capabilities that let companies give their clients a smooth and cohesive online shopping experience.

Commerce Cloud’s close connection with the larger Salesforce ecosystem is one of its main benefits. Through Salesforce Customer 360, this enables companies to connect customer data with their CRM systems, enabling a comprehensive view of customer interactions. Salesforce Einstein AI may also be used to create actionable insights from sales data, which aids in decision-making for enterprises.