Challenge
A European client needed an efficient system to manage customer support calls across multiple languages. They required an integration between Salesforce Service Cloud and Amazon Connect to handle calls directly within Salesforce. The solution had to ensure that users received calls only in their assigned support language, streamlining the customer service experience.
The Solution
- Salesforce-Amazon Connect Integration: Integrated Salesforce Service Cloud with Amazon Connect, enabling customer support representatives to handle calls directly within Salesforce.
- Multiple Language Support: Implemented a system where calls were routed based on language preference. Customer support representatives were assigned to specific languages, ensuring they received calls only in their designated support language.
- Intelligent Call Routing: Utilized Salesforce’s advanced routing capabilities to automatically direct incoming calls to the appropriate support agent based on the agent workload.
The Results
The integration significantly reduced the time needed to resolve customer queries, as customer data was readily available within Salesforce, minimizing the need for manual data entry. This led to faster response times, improved efficiency, and less manual work for the support team, resulting in enhanced overall productivity and customer satisfaction.
Technologies Used
Amazon Connect
Salesforce Service Cloud
AWS
Impact by the NUMBERS
40%
Faster Query Resolution
50%
Reduction in Manual Data Entry
30%
Increase in Customer Satisfaction
