Go Beyond CX Simplification: Click, Fix, Done: Simplified Customer Service with Self-Service Portal

Challenge:

Empowering Customers for Faster Resolution

In today’s digital age, customers expect convenient and efficient ways to resolve their service inquiries. Traditional contact centers can be time-consuming for both customers and support agents.

Solution

Self-Service Empowerment with Salesforce

Tekgeminus partnered with a leading global corporation in the imaging industry (confidential client) to implement a customer self-service portal powered by Salesforce. This innovative solution empowers customers to:

  • Resolve Issues Independently: Access a user-friendly portal to raise cases for product defects, service inquiries, and other support needs. This reduces reliance on traditional contact centers and empowers customers to find solutions at their convenience.
  • Streamlined Case Management: Integrated with Salesforce Service Cloud for seamless case creation, tracking, and communication. Customers receive real-time updates on the progress of their cases at each stage of the lifecycle.
  • Knowledge at their Fingertips: A comprehensive Knowledge Center provides customers with easy access to relevant articles and self-help resources, enabling them to troubleshoot common issues independently.
  • Partner Management Integration: Leverage Salesforce Partner Community for enhanced partner management functionalities. Embedded dashboards and reporting features provide valuable insights into partner performance and streamline collaboration.

Technology Stack for Customer Success

Tekgeminus implemented a robust technology stack to deliver a user-friendly and scalable self-service solution:

  • Salesforce Platform:
    • Service Cloud: Manages service requests, cases, and agent workflows.
    • Experience Cloud (formerly Community Cloud): Powers the customer self-service portal.
    • Pardot (Optional): Marketing Automation tool for nurturing leads and targeted communication (if applicable).
  • Salesforce Lightning Apex: Enables customization of processes for a tailored self-service experience.
  • API Integrations: Integrates seamlessly with various third-party systems using RESTful and SOAP APIs.
  • Change Set Deployment: Manages application deployment lifecycle for efficient updates.
  • Development Tools: Force.com Eclipse or MavensMate streamline application development.

Collaboration for Customer Satisfaction

Through collaboration, Tekgeminus delivered a self-service portal that empowers customers to resolve issues efficiently and independently. This solution enhances customer satisfaction, reduces support agent workload, and fosters a more convenient customer service experience.

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