{"id":64623,"date":"2021-04-21T05:28:27","date_gmt":"2021-04-21T12:28:27","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&#038;p=64623"},"modified":"2021-04-21T05:28:27","modified_gmt":"2021-04-21T12:28:27","slug":"sonos-transforms-shipping-service-experience","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2021\/04\/21\/sonos-transforms-shipping-service-experience\/","title":{"rendered":"Sonos Transforms Its Commerce and Service Experience with Salesforce"},"content":{"rendered":"\n<p><em>During the pandemic, Sonos scaled its connected shopping and white-glove customer service to bring joyful sound experiences to millions of people\u2019s homes<\/em><\/p>\n\n\n\n<p><strong>SAN FRANCISCO\u2014April 21, 2021\u2014<\/strong>Salesforce, [NYSE: CRM], the global leader in CRM, today announced that Sonos, the world\u2019s leading sound experience company, is using Salesforce to transform its digital shopping capabilities and deliver more personalized customer experiences from anywhere.&nbsp;<\/p>\n\n\n\n<p>When the COVID-19 pandemic hit, many Sonos retail partners were forced to close their doors, shifting how consumers discover and shop for Sonos products. At the same time, Sonos saw a surge in demand for&nbsp;its&nbsp;multi-room wireless home audio systems&nbsp;as people looked to make the experience of being at home more enjoyable through music, audiobooks, podcasts, movies, TV, and more.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"SONOS + Salesforce | Building Customer Relationships from Anywhere | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/8m2XQGbO56Q?list=PLnobS_RgN7JaaOxhyE-cwC3dYf8qfM1Er\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Service tools drive Sonos\u2019 customer experience<strong>&nbsp;<\/strong><\/h2>\n\n\n\n<p>To meet this massive influx in consumer demand, Sonos was able to go digital quickly using the Salesforce platform \u2014 growing its direct-to-consumer business by 84% year-over-year while giving agents the tools they needed to deliver the same incredible service that customers experienced in store from anywhere:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Elevated and Efficient Customer Service:<\/strong> Today, one of Sonos\u2019 biggest drivers of new business is customer referrals, based on high customer satisfaction. As a part of the company\u2019s shift to selling direct-to-consumer, Sonos saw a 24% increase in the volume of customer service inquiries in July 2020, which it was able to easily manage using Service Cloud\u2019s automated chatbots. Other service tools like automated call routing and the AI-powered \u2018Next Best Actions\u2019 recommendation engine have reduced average customer service call times by 10%. Finally, Service Cloud has helped increase employee productivity, with agents able to resolve inquiries faster and reduce onboarding time.<\/li><li><strong>Shopping from Anywhere:<\/strong> Using Commerce Cloud, Sonos built a connected direct-to-consumer e-commerce website so that customers can buy its best-in-class sound experience products from anywhere. This e-commerce website has also helped&nbsp; Sonos keep up with the significant increase in demand that it experienced during the pandemic, and easily adapt to any disruptions in the fulfillment process.&nbsp;<\/li><li><strong>Personalized Omnichannel Engagement: <\/strong>With technology from Marketing Cloud, Sonos can better connect with customers through email, mobile, or social channels. These tools help Sonos to deliver smarter, more engaging communications by delivering personalized messaging and promotions at the right time \u2014 yielding better customer experiences and delivering significant revenue growth.&nbsp;<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/a61NojFgVJ2ftcR8SxZXtx.jpg\"  data-uuid=\"a61NojFgVJ2ftcR8SxZXtx\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<p>\u201cThings are always changing so being adaptable \u2014 empowering your people to be able to do what they need to do in the moment \u2014 is absolutely critical for us,\u201d said Patrick Spence, CEO, Sonos. \u201cSalesforce\u2019s technology enabled us to both be successful having all of our employees working at home and also shift our business to direct-to-consumer, which allowed us to scale and support all of our customers as we hit a period of tremendous growth.\u201d<\/p>\n\n\n\n<p>\u201cService is no longer just about solving problems \u2014 it\u2019s about building trust and proactively delivering great experiences to create lifelong relationships with customers,\u201d said Clara Shih, CEO of Service Cloud, Salesforce. \u201cSonos is making data-driven customer service a priority by providing their service agents with the context and insights to deliver the best experience from anywhere.\u201d<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards 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https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/agentic-enterprise-operating-system\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tWhy the agentic enterprise needs an operating system, not just a model\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"73706\"\n\t\tclass=\"content-card 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https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/uk\/news\/linked-content\/meet-the-new-slack\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tMeet the new Slack\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/sf_press_release\/64623\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p>Tune into today\u2019s Success Anywhere World Tour on Wednesday, April 21 at 9:00 a.m. PT\/12:00 p.m. ET to hear more about how Salesforce is reimagining the service industry and how Sonos is servicing customers from anywhere, digitally. <a href=\"https:\/\/www.salesforce.com\/world-tour\/april\/home\/\"><strong>Register here.<\/strong><\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">About Sonos<\/h4>\n\n\n\n<p>Sonos (Nasdaq: SONO) is the world\u2019s leading sound experience company. As the inventor of multi-room wireless home audio, Sonos innovation helps the world listen better by giving people access to the content they love and allowing them to control it however and wherever they choose. Known for delivering an unparalleled sound experience, thoughtful design aesthetic, simplicity of use, and an open platform, Sonos makes the breadth of audio content available to anyone. Sonos is headquartered in Santa Barbara, California. Learn more at www.sonos.com.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>During the pandemic, Sonos scaled its connected shopping and white-glove customer service to bring joyful sound experiences to millions of people\u2019s homes SAN FRANCISCO\u2014April 21, 2021\u2014Salesforce, [NYSE: CRM], the global leader in CRM, today announced that Sonos, the world\u2019s leading sound experience company, is using Salesforce to transform its digital shopping capabilities and deliver more [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":64624,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[4135],"sf_theme":[3979,3985],"sf_topic":[4048,4029,4053,3986],"sf_product":[3997,4000],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[3992],"sf_collection":[],"sf_visibility":[],"coauthors":[3995],"class_list":["post-64623","sf_press_release","type-sf_press_release","status-publish","has-post-thumbnail","hentry","sf_content_type-press-releases-customer","sf_theme-customer-engagement","sf_theme-digital-transformation","sf_topic-commerce","sf_topic-customer-engagement","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_product-commerce-cloud","sf_product-service-cloud","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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