What’s Inside?
- Automated social media listening across Facebook, Twitter, LinkedIn, and YouTube.
- Seamless integration between Salesforce Service Cloud and Social Studio.
- Advanced reporting capabilities for sentiment analysis and tracking.
Context
A global leader in electrical equipment, having completed over 140 acquisitions worldwide, operates with sales in 180 countries. As part of its digital strategy, the company sought to improve its online customer interactions and modernize its engagement approach.
Challenges
The client needed to automate social media listening across major platforms including Facebook, Twitter, LinkedIn, and YouTube. A primary goal was to filter posts requiring immediate attention and seamlessly route them for intervention within their omnichannel customer service framework. Furthermore, the company wanted to overhaul and review its entire request management process to ensure timely and effective customer care.
The Solution
The implemented solution leveraged the Salesforce ecosystem to establish a robust omnichannel customer service platform, specifically deploying Sales Cloud , Service Cloud , and Social Studio.
Our Contribution
Our team managed the comprehensive Salesforce Social Studio integration and synchronization. We executed thorough testing and provided User Acceptance Testing (UAT) support. Additionally, we implemented automated response templates designed to significantly accelerate reply times to customer inquiries.
Benefits
The project delivered a marked increase in customer engagement. By unifying social media interactions into a single interface, the client can now effortlessly analyze reactions following publications in the media. The new system also provides advanced reporting capabilities, enabling the company to evaluate public sentiments and track reactions to posts efficiently.
Key Figures & Dates
- Project duration: October 2020
