The challenge
This online entertainment business serves customers through digital and voice channels. It wanted a consistent customer experience and tools that supported agents working remotely.
The team needed simpler access to customer information and more opportunities for customers to resolve straightforward requests themselves. The new service platform also had to be ready ahead of a busy operating period.
Agent context
Bring customer information and service channels into one workspace.
Routine enquiries
Identify requests suited to self-service or automation while retaining assisted support.
Delivery sequencing
Establish the service platform before adding further automation and improvements.
What we did
8Squad and the client first established a Service Cloud and Voice platform with a single customer view. They then expanded automation and self-service around common enquiries.
Connect the service channels
Voice, live chat, email and knowledge were integrated with existing systems.
Give agents the customer context
A single customer view supported service work within Salesforce.
Automate common requests
Chatbot capabilities, self-service options and workflow improvements handled simpler enquiries.
What changed
Agents had customer information and service channels together in Salesforce. The project reported that automation and self-service resolved 70% of inbound enquiries.
Reported inbound enquiries resolved
70%
Through automation and self-service; measurement scope and period awaiting confirmation
| Focus | Goal | Delivered capability |
|---|---|---|
| Assisted service | Give agents relevant information across channels | A connected service workspace and customer view |
| Routine requests | Offer alternatives to waiting for an agent | Self-service and automation for selected enquiry types |
