Salesforce’s Customer Success team helps our customers — from nonprofits to enterprise organizations — with the service, support, expertise, and partnerships to achieve their most ambitious goals, accelerate AI-first innovation, and connect with their customers in a whole new way.
The Salesforce Help portal needed better resources to help customers resolve issues on their own.
When a customer has a problem, that’s one of the most influential moments in their overall opinion of a company. The Customer Success team wanted to make our customers’ experience as easy and efficient as possible.
Our old Salesforce Help portal didn’t offer the experience we wanted our customers to have. Slow site load times, repetitive content, and an outdated user interface led to a low self-help success rate.
The team wanted to give customers the resources they needed to successfully onboard, educate, and resolve issues themselves, which meant an overhaul of our help portal.
AI-powered search makes it easier for customers to self-serve.
Salesforce Customer Success launched a new help portal on Experience Cloud that makes it easier for customers to find the exact answer they need. When a customer enters the site, Einstein 1 Service serves them personalized knowledge articles, products, and promos based on the information Data Cloud has gathered through their web engagement, purchase information, and customer service history. For example, if someone recently purchased Einstein for Service, they might see a knowledge article about onboarding and implementing Einstein for Service at the top of the page.
If they need additional information, they can type their question into the search bar and Einstein Search Answers will surface an answer to their question that’s grounded in our trusted knowledge article base. Instead of sifting through a long list of help center knowledge articles, Einstein finds the most relevant answer by breaking up the search term into tokens, matching those tokens against the index to find corresponding records, ranking the records by relevance, and returning the most relevant result.
The AI-powered chatbot answers common questions quickly.
Einstein also makes it easier for customers to get help during a live chat session with chatbots. When a customer asks a question, the chatbot uses automatic intent detection and LLM intent matching to provide generative search answers in the flow of conversation, reducing the need for users to search multiple articles. The AI assistant does this by matching the identified intent with information from the knowledge base. As a result, more customers can self-serve on simpler issues, and our agents can focus on more complex cases.
The new help center portal makes it easy to open a case and track its status.
Experience Cloud also enabled us to launch a simplified case submission process for customers to create and manage cases. When users can’t find the answers they’re looking for from the search function or the chatbot, they can log a case with relevant teams in less than two clicks. Experience Cloud makes it easy to keep track of any cases they’ve logged, centralizing all cases into a list in the My Cases view.
Since relaunching our help center, we’ve seen a 20% jump in self-help resolution rates. And we won the 2022 TSIA STAR Award for Innovation in Customer Portals.
