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How CSL Used Agentforce to Cut Case Escalations From 75% to 35% for a Footwear Retailer
Cloud Science Labs transformed retail support with Agentforce, Service Cloud, and Data 360 for a leading footwear retailer.
About The Project:
Cloud Science Labs deployed Agentforce, Service Cloud & Data 360 for a footwear retailer, a major US footwear retailer. The outcome client targeted handling 40% of all customer contact volume through Agentforce, reducing the burden on human agents for routine inquiries. Case escalation rates dropped from 75% to 35% more than halving the proportion of contacts that require human involvement.
Industry:
Retail Footwear
Project:
Agentforce Powered Transformation for Retail
About the Client:
A footwear retailer, a major US footwear retailer.
The Challenge
A footwear retailer, a major US footwear retailer, was experiencing high and growing customer contact centre volumes that were straining its service team. The vast majority of incoming contacts involved routine inquiries order status, return policies, store locations, and product questions that didn't require the expertise of a skilled human agent. Contact escalations to human agents were unnecessarily high, consuming resources that could be better deployed on complex customer needs.
The Agentforce Solution
Cloud Science Labs (CSL) designed and delivered the Agentforce solution:
Agentforce was deployed to target 40% of all incoming customer contact volume autonomously handling the most common inquiry types using real-time order and product data. The platform also significantly reduced unnecessary escalations to human agents by confidently resolving more complex self-service interactions before they require human intervention.
Technology used: Agentforce, Service Cloud & Data 360.
The Result
The client targeted handling 40% of all customer contact volume through Agentforce, reducing the burden on human agents for routine inquiries.
Case escalation rates dropped from 75% to 35% more than halving the proportion of contacts that require human involvement.
Quick Answers
Can Agentforce work for a retail business? Yes. CSL deployed Agentforce, Service Cloud & Data 360 for a footwear retailer, a major US footwear retailer.
What results can Agentforce realistically deliver? The client targeted handling 40% of all customer contact volume through Agentforce, reducing the burden on human agents for routine inquiries.
Which Salesforce technologies does this solution use? Agentforce, Service Cloud & Data 360.
Ready to Do the Same?
If support volume is straining your team or costing you sales, Cloud Science Labs can help you achieve similar results with Agentforce.
Book a free Agentforce assessment digital@cloudsciencelabs.com