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In today’s competitive e-commerce landscape, customer support delays can tarnish brand reputation quickly. One growing e-commerce brand faced rising negative reviews due to slow response times. They needed a smarter, faster support system—and that’s where AiSynapTech stepped in.
The client’s customer support team was overwhelmed with incoming queries, leading to frequent delays, frustrated customers, and a growing pile of poor reviews. Key Pain Points:
Customer tickets remained unresolved for days.
Support agents spent excessive time on repetitive tasks.
CSAT ratings were consistently under industry benchmarks.
Public dissatisfaction hurt brand reputation and sales.
Customers had no consistent support experience across channels.
AiSynapTech crafted a tailored Salesforce Service Cloud deployment plan to optimize support workflows and enhance customer experiences across all channels. Strategic Steps:
Mapped the client's customer service workflows.
Centralized support operations into a unified platform.
Automated routine queries and FAQs to ease agent load.
Connected email, social media, and live chat for seamless support.
Empowered staff with new tools and best practices.
AiSynapTech delivered a robust, omni-channel Service Cloud environment enhanced with AI-powered chatbots, driving faster resolutions and happier customers. Solution Highlights:
Agents managed all interactions from a single dashboard.
Cases were automatically assigned based on agent skills and workload.
Automated answers for common customer queries, instantly.
Managers tracked KPIs and agent performance live.
The solution easily adapted to growing customer volumes.
KPI
Before AiSynapTech
After AiSynapTech
Improvement
Average Ticket Resolution Time
48 hours
26 hours
45% faster
Customer Satisfaction (CSAT)
67%
89%
33% increase
Support Agent Productivity
70 tickets/week
110 tickets/week
57% boost
Through the deployment of Salesforce Service Cloud and intelligent automation, AiSynapTech helped the client dramatically accelerate support operations and significantly enhance customer satisfaction.
“Partnering with AiSynapTech was a game-changer. The new system cut our response times in half and delighted our customers. Their Salesforce expertise made the transition smooth and effective. We’re now confidently scaling up, knowing our support operations are future-proof.”
