Junglee Games deployed Service Cloud to streamline its processes, resolve customer issues across channels, and deliver a seamless customer experience for its most popular game, Junglee Rummy.
Using Salesforce, service agents can promptly respond to customer needs and queries on any channel. “Our customers contact us via emails, calls, contact forms within the game, and live chat. All these channels are integrated into the Salesforce platform, providing us with a unified view of our customers across various touchpoints,” says Rathee.
“This single view of the entire customer journey has boosted service agent efficiency in many ways, and led to an 18% improvement in the quality of service,” explains Rathee.
It helps the company’s Customer Experience team to prioritise customers based on urgency. “If the same customer has reached out to us on multiple channels, thanks to the unified view we now have, we can prioritise them,” says Rathee.
It has also reduced the customer interaction count by 15%.
Further, insights gained from customer data allow the team to build automated rules for standard customer queries. With a 40% increase in case automation, agents are able to focus on cases that require manual intervention.
Intelligent rules automatically assign cases to relevant subject matter experts. This, and the 360-degree customer view is also helping the company to reduce turnaround times. Earlier, Junglee Games took an average of 48 hours to resolve cases, they now do it in 24 hours.
Finally, all this has boosted the efficiency of the Customer Experience team by 20%, a number that Rathee anticipates will further increase to 50% by the next quarter.
Junglee Games also uses data from Salesforce to continuously assess customer satisfaction levels. Customer feedback is fed into the system in a continuous loop – managers can analyse this data in real-time to drive customer satisfaction. “Our CSAT levels are now at more than 80 percent,” says Rathee.
“Our year-on-year growth has been more than 100%, and our customer volume has also been growing at the same pace, but not customer queries or complaints,” says Rathee. “This is because we have built a stable product based on the insights we gain into customer pain points. And these insights allow us to proactively address issues before they arise.”