Revamping Customer Support for 50M+ Users with a Scalable, Cost-Effective Chat Solution
A global sporting goods brand that always puts customers first transformed support for its 50M+ users. A smarter chat system produced faster responses, seamless conversations, reduced costs, boosted satisfaction, and set the stage for future growth—ensuring every customer gets the help they need, hassle-free.
The Client
A multinational sporting goods company.
The Challenge
The company faced significant challenges with its existing customer support infrastructure:
- Lack of multi-platform chat history support across web, iOS, and Android platforms
- Inconsistent user connections lead to poor customer experiences
- Slow loading times for chat history with customized UI
- High costs associated with the existing system
These issues impacted the company's ability to provide efficient customer support to its vast base of over 50 million e-commerce application users. The company needed a solution that would address these immediate concerns, set the foundation for future scalability, and improve customer satisfaction.
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The Solution
A strategic collaboration with GSPANN transformed the company's customer support system, establishing a model for sustainable, cost-effective, and efficient customer service practices that can be replicated across its global technology landscape.
We helped the company implement a comprehensive customer support strategy, focusing on chat acceleration and automation. The solution was designed to optimize costs, improve response times, and enhance the overall customer experience.
Key Components of the Solution
Integration of Salesforce Chat
- We implemented Salesforce Chat (formerly Live Agent) to offer pre-built, plug-and-play functionality with queue management.
- Our team utilized Salesforce APIs to preserve chat history across all channels (web, iOS, Android).
Automated Chatbot Implementation
- We a chatbot to fit the company’s business needs, capable of handling common queries, including delivery status, return and exchange processes, payment-related issues, and product suggestions.
- Our solution enabled the bot to transfer complex queries to human agents seamlessly.
Custom UI Development
- We created a custom UI for the chat feature aligned with the company's existing design, ensuring a consistent brand experience.
Omnichannel Support
- Our engineers implemented a unified view across multiple communication channels (email, social media, phone, chat) with Omnichannel Routing, allowing agents to manage various types of communications from a single interface.
Security and Compliance
- We leveraged Salesforce Chat's compliance with industry standards like GDPR and HIPAA to ensure data protection and security.
Agent Productivity Tools
- The solution integrated tools to improve agent response times and efficiency.
Implementation Details
The project was developed using Android Studio with Kotlin for Android and Xcode with Swift for iOS platforms. Notable features of the new system include:
- A multi-tiered chatbot with options and sub-options based on user input
- Typing indicators for agents to improve the user experience
- Product cards that navigate to product details with one click
- Custom accessibility actions to ensure inclusivity
- Multiple channels to handle different languages
- An efficient and practical solution to work around Salesforce Cloud limitations on media storage
- Follows architecture, minimizing potential disruption to existing systems
Business Impact
- Brand Continuity: We crafted the chat UI to align with the existing the company design.
- Cost Reduction: The new system has proven more cost-effective than the previous infrastructure.
- Improved Customer Satisfaction: Faster query resolution and consistent experience across platforms led to enhanced customer satisfaction.
- Efficient Resource Management: The chatbot's ability to handle common queries reduced the workload on human agents, allowing them to focus on more complex issues.
- Enhanced Data Security: The implementation of Salesforce Chat ensured compliance with industry standards, protecting consumer data more effectively.
- Increased Operational Efficiency: The unified view across multiple communication channels streamlined agent workflows and improved response times.
- Scalability: The new system can handle the company's large user base of over 50 million, with potential for further growth.
Technologies Used
Related Capabilities
Custom enterprise apps: Scalable, secure solutions for your business growth.
We develop customized enterprise mobile apps that enhance productivity and seamlessly integrate with existing systems. Our solutions feature scalability for business growth, robust security protocols, real-time data access, and cross-platform compatibility. Using frameworks like React Native and Flutter, we ensure consistent experiences across devices while providing ongoing maintenance and support.
