About the Client:

Our client is a pioneer in automotive communications intelligence, offering dealerships innovative tools to monitor and optimize customer interactions. Their platform provides a comprehensive suite of services, including call monitoring, analytics, agent training, and reputation management. Trusted by over 5,000 dealerships across the U.S., they deliver actionable insights powered by real-time data to help businesses improve sales, customer satisfaction, and operational efficiency.

The Challenge:

The client faced several key challenges with their legacy chat support system:

• Manual Processes: Every chat session required a support agent to collect customer information, create Salesforce cases manually, and manage chat transcripts. This led to slower response times and inefficiencies.
• Limited Availability: Customer support was only available during business hours, leaving after-hours queries unanswered and affecting customer satisfaction.
• Spam Chats: A significant portion of chat sessions were spam or incomplete interactions, wasting agent resources and disrupting workflows.
• High Operational Costs: Manual handling of routine cases, including spam filtering, increased the cost per case and hindered scalability.
• Scalability Issues: The legacy system lacked the flexibility to handle growing support demands and evolving customer expectations.

Our Approach:

To address these challenges, CoreFlex designed and implemented a customized Salesforce Einstein Chatbot that transformed the client’s support operations.

The solution included:

• 24/7 Automated Support: The chatbot provided continuous customer assistance, ensuring no query was left unanswered, even after business hours.
• Interactive Chat Menus: Built 15 dynamic buttons and customized menus tailored for business and non-business hours, enhancing user engagement and streamlining navigation.
• Spam Reduction: Incorporated user identity verification steps to minimize spam and filter out irrelevant or incomplete sessions.
• Seamless Case Creation: Enabled customers to create cases independently during off-hours, ensuring their queries were queued for resolution without delay.
• Enhanced Agent Productivity: Automated chat routing, transcript saving, and summarization allowed agents to focus on more complex tasks and improve their productivity.
• Advanced Features: Additional functionalities included inactivity timeouts, chat and case routing, conversation summarization, transcript storage, and KPI tracking for better operational visibility.

Results:

The Salesforce Einstein Chatbot delivered transformative results, significantly enhancing the client’s support operations:

• Operational Efficiency: Automated repetitive tasks reduced manual workloads and improved response times.
• Customer Satisfaction: The 24/7 availability ensured timely and consistent support, leading to better customer experiences.
• Cost Optimization: By automating routine processes and minimizing spam, the client reduced their cost per case significantly.
• Scalability: The solution was built to handle increasing chat volumes and evolving customer needs, ensuring future readiness.
• Spam Reduction: Implementing user verification minimized spam interactions, enabling agents to focus on meaningful customer issues. The bot has successfully saved 12-15% of service agents’ time by eliminating the need to deal with spam (based on our theoretical calculations).
• Enhanced Analytics: The chatbot’s real-time monitoring and reporting provided deeper insights into customer interactions, helping the client continuously optimize their processes.

Future Plans:

Encouraged by the success of the Einstein chatbot implementation, the client is planning:

• AI-Driven Enhancements: To introduce hybrid AI features that further personalize customer interactions and improve service efficiency.
• Transition to MIAW: Moving from Salesforce Chat to Messaging for In-App & Web (MIAW) to provide an even more seamless and integrated user experience.

Conclusion

CoreFlex’s innovative implementation of the Salesforce Einstein Chatbot has redefined the client’s customer support process, setting a benchmark for automation and efficiency. By addressing key challenges such as limited availability, high operational costs, and spam disruptions, CoreFlex delivered a robust solution that ensures 24/7 support, enhances agent productivity, and scales seamlessly to meet evolving demands.

This strategic approach has not only improved customer satisfaction but also established a future-ready foundation for operational excellence in the client’s automotive communications ecosystem.

Get in Touch with Us

At CoreFlex, we specialize in transforming customer engagement strategies with innovative AI-powered solutions. Our expertise in Salesforce Einstein Chatbot implementations and automation ensures businesses can enhance customer experiences, streamline operations, and reduce costs.

Whether you’re looking to integrate AI into your customer service strategy or scale your support capabilities, we deliver tailored solutions that empower your business to thrive in a competitive landscape.

Contact us today to discover how CoreFlex can help you scale smarter, save more, and succeed faster.