Streamlined customer support with a web-to-case form
Our client is a New York City-based online beauty and fragrance supplier, established in 2010. Known for their premium cosmetics and fragrances, they have built a strong international reputation for their product quality and customer service.
As their customer base grew, the client faced challenges in managing inquiries efficiently. They sought a technology partner to implement a scalable solution—a web-to-case form integrated with Salesforce. The goal was to streamline customer support, reduce response times, and ensure no inquiry went unanswered.
We designed a user-friendly web-to-case form for their website and integrated it with Salesforce Service Cloud. This solution automated case creation and provided real-time updates to customers. By modernizing their support system, the client achieved improved efficiency, customer satisfaction, and collaboration.
Limited Inquiry Options: Without a contact form, customers had to rely on emails, which were cumbersome and lacked scalability. This led to missed communication opportunities and reduced engagement.
Missed Opportunities: The lack of a centralized system hindered the collection of valuable customer insights, resulting in missed chances to convert leads into customers.
Manual Processes: Managing inquiries via email was time-consuming, prone to errors, and inefficient for growing operations.
Lack of Case Tracking: Absence of case creation in Salesforce meant poor tracking, delayed responses, and decreased customer satisfaction.
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Created a user-friendly web-to-case form with essential fields and integrated it with Salesforce for automated case creation and seamless tracking.
Set up a system to send confirmation emails to customers upon case submission and provide timely updates on the resolution process.
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Enhanced the form with dynamic fields for better usability and trained the support team to efficiently manage and prioritize cases using Salesforce.
- Increased Inquiry Submissions & Faster Response Times: The web-to-case form led to a 70% increase in customer inquiries and a 50% improvement in response times, fostering stronger customer trust and engagement.
- Improved Case Management & Resolution Rates : Salesforce integration centralized case tracking, boosting resolution rates by 85%, enabling the client to effectively prioritize and manage customer inquiries.
- Higher Customer Satisfaction & Scalability : Automated notifications and quicker resolutions increased customer satisfaction by 40%, while the system's scalability ensured the client could maintain high service levels as they grew.
