Overview
Discover how integrating the Salesforce Einstein Chatbot transformed customer service for a fintech company by enhancing real-time engagement and multi-channel support.
What You Need To Know
Our client, an experienced consultant in online business process optimization, sought to enhance customer engagement on Nu1, their digital payment processing platform, through real-time support and streamlined case management.
Why It Matters
Efficient, real-time customer support is critical in FinTech for maintaining customer trust and loyalty. Enhanced engagement and faster resolutions directly impact customer satisfaction and retention, driving business success.
What HIC Did
HIC implemented a comprehensive set of Salesforce development and customization solutions to seamlessly integrate the Salesforce Einstein Chatbot into the client’s website.
Overview
Discover how integrating the Salesforce Einstein Chatbot transformed customer service for a fintech company by enhancing real-time engagement and multi-channel support.
What You Need To Know
Our client, an experienced consultant in online business process optimization, sought to enhance customer engagement on Nu1, their digital payment processing platform, through real-time support and streamlined case management.
Why It Matters
Efficient, real-time customer support is critical in FinTech for maintaining customer trust and loyalty. Enhanced engagement and faster resolutions directly impact customer satisfaction and retention, driving business success.
What HIC Did
HIC implemented a comprehensive set of Salesforce development and customization solutions to seamlessly integrate the Salesforce Einstein Chatbot into the client’s website.
About the Client
Our client is an individual consultant who helps organizations with the optimization of online business processes and the development of integrated technologies.
Serving businesses for 15 years, the client approached us to enable Chatbot on Nu1, a digital payment processing platform to engage with customers in real-time, providing instant support and information.
About the Client
Our client is an individual consultant who helps organizations with the optimization of online business processes and the development of integrated technologies.
Serving businesses for 15 years, the client approached us to enable Chatbot on Nu1, a digital payment processing platform to engage with customers in real-time, providing instant support and information.
Challenges Faced by the Client
While dealing with digital transactions, the client needed to offer instant support to its customers, but faced the following challenges:
Inefficiency in Managing Support Tickets and Case Communication:
The client struggled with managing support tickets and case communication within their Salesforce org.
Manual Creation of Contacts for Cases:
Contacts from “Email-to-Case” functionality in Salesforce had to be created manually, consuming time and resources.
Lack of Real-Time Engagement with Users:
The client could not provide real-time engagement to users seeking support on their website.
Inefficiency in Providing Support on Multiple Channels:
There were challenges in providing efficient support across multiple channels like Facebook and WhatsApp.
Challenges Faced by the Client
While dealing with digital transactions, the client needed to offer instant support to its customers, but faced the following challenges:
Inefficiency in Managing Support Tickets and Case Communication:
The client struggled with managing support tickets and case communication within their Salesforce org.
Manual Creation of Contacts for Cases:
Contacts from “Email-to-Case” functionality in Salesforce had to be created manually, consuming time and resources.
Lack of Real-Time Engagement with Users:
The client could not provide real-time engagement to users seeking support on their website.
Inefficiency in Providing Support on Multiple Channels:
There were challenges in providing efficient support across multiple channels like Facebook and WhatsApp.
Challenges Faced by the Client
While dealing with digital transactions, the client needed to offer instant support to its customers, but faced the following challenges:
They were facing issues with
- Inefficiency in Managing Support Tickets and Case Communication:
- Manual Creation of Contacts for Cases:
- Lack of Real-Time Engagement with Users:
- Inefficiency in Providing Support on Multiple Channels:
The client struggled with managing support tickets and case communication within their Salesforce org.
Contacts from “Email-to-Case” functionality in Salesforce had to be created manually, consuming time and resources.
The client could not provide real-time engagement to users seeking support on their website.
There were challenges in providing efficient support across multiple channels like Facebook and WhatsApp.
Solutions Offered
When approached to streamline their customer support operations and integrate a Chatbot to enhance user engagement, the developers at HIC Global Solutions stepped in to address these challenges with a comprehensive solution including the Einstein Chatbot Integration.
Deployed Salesforce Einstein Chatbot:
Developed and deployed the chatbot on the client’s payment website using Apex code and automation, enabling real-time responses and seamless user interaction.
Integrated Multi-Channel Support:
Created a Facebook messaging channel and integrated it with the chatbot in a sandbox environment, facilitating support through this popular platform.
Automated Contact Creation:
Set up automation in Salesforce to automatically create contacts from cases generated by the “Email-to-Case” functionality, reducing manual data entry.
Enhanced Case Management:
Added a custom Type Picklist value ‘Notion’ in the Case Object for better case categorization and management.
Solutions Offered
When approached to streamline their customer support operations and integrate a Chatbot to enhance user engagement, the developers at HIC Global Solutions stepped in to address these challenges with a comprehensive solution including the Einstein Chatbot Integration.
Deployed Salesforce Einstein Chatbot:
Developed and deployed the chatbot on the client’s payment website using Apex code and automation, enabling real-time responses and seamless user interaction.
Integrated Multi-Channel Support:
Created a Facebook messaging channel and integrated it with the chatbot in a sandbox environment, facilitating support through this popular platform.
Automated Contact Creation:
Set up automation in Salesforce to automatically create contacts from cases generated by the “Email-to-Case” functionality, reducing manual data entry.
Enhanced Case Management:
Added a custom Type Picklist value ‘Notion’ in the Case Object for better case categorization and management.
Solutions Offered
When approached to streamline their customer support operations and integrate a Chatbot to enhance user engagement, the developers at HIC Global Solutions stepped in to address these challenges with a comprehensive solution including the Einstein Chatbot Integration.
The solutions which we offered to them
- Deployed Salesforce Einstein Chatbot:
- Integrated Multi-Channel Support:
- Automated Contact Creation:
- Enhanced Case Management:
Developed and deployed the chatbot on the client’s payment website using Apex code and automation, enabling real-time responses and seamless user interaction.
Created a Facebook messaging channel and integrated it with the chatbot in a sandbox environment, facilitating support through this popular platform.
Set up automation in Salesforce to automatically create contacts from cases generated by the “Email-to-Case” functionality, reducing manual data entry.
Added a custom Type Picklist value ‘Notion’ in the Case Object for better case categorization and management.
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