Enhance Your Customer Service with Salesforce Einstein - Join Our Webinar Now!

Enhance Your Customer Service with Salesforce Einstein - Join Our Webinar Now!

Table of Contents

  1. Introduction
  2. Housekeeping Announcements
  3. Webinar Agenda
  4. Next Best Action
    1. Example 1: Asset Replacement
    2. Example 2: Technician Site Visit
    3. Example 3: Extended Warranty Offer
    4. Reporting and Scorecards
  5. Prediction Builder
    1. Case Response Time Prediction
    2. Predictive Use Cases
  6. Integration with Other Salesforce Products
  7. Benefits of Einstein Features
  8. Case Studies and Success Stories
  9. Call to Action
  10. Conclusion

Introduction

Welcome to the "Elevate with Einstein" webinar presented by Jolt Consulting Group. We are thrilled to have you join us today as we explore the powerful Customer Service features offered by Salesforce Einstein. In this webinar, we will cover two key Einstein features: Next Best Action and Prediction Builder. These features are designed to enhance customer service efficiency, improve resolution time, and ultimately elevate the overall customer experience. So, let's dive in and discover how you can leverage these technologies to transform your customer service organization.

Housekeeping Announcements

Before we begin, we would like to make a few housekeeping announcements. Firstly, all participants are in listen-only mode, which means you won't be able to speak during the webinar. However, you can still communicate with us by using the chat or questions feature in your control panel. Please feel free to submit your questions at any time, and if Relevant, we will address them during the webinar. Additionally, there will be a dedicated Q&A session at the end of the Broadcast. If we cannot answer all the questions during the webinar, we will follow up via email. Lastly, we kindly request your participation in the exit survey at the close of the webinar, as it will help us Gather feedback and improve future webinars.

Webinar Agenda

Let's take a moment to review the agenda for today's webinar. We will begin with a brief team introduction, followed by an overview of industry trends in customer service. Then, we'll delve into the much-awaited Einstein for Service demo. Finally, we'll wrap up with a dedicated Q&A session to address any remaining questions. Without further ado, let's get started!

Next Best Action

Example 1: Asset Replacement

Let's explore the first example of Next Best Action. Imagine a customer, Kate, calls in with an issue related to an old asset. Einstein analyzes the case and suggests that the asset is due for a replacement. In this Scenario, the customer service agent can simply click a button to send a new quote to Kate, offering a replacement for the outdated model. Einstein automates various tasks, such as creating an opportunity, sending emails to the customer and sales representative, and adding the customer to a specific marketing campaign. This streamlines the process and ensures a better customer experience.

Example 2: Technician Site Visit

In the Second example, let's consider a case where the asset is relatively new but requires service. Einstein presents the next best action as Scheduling a site visit by a technician. With a click of a button, Einstein creates a work order and service appointment, allowing for seamless communication between the customer service agent and the field service team. This not only resolves the issue promptly but also optimizes the operational efficiency of the service organization.

Example 3: Extended Warranty Offer

In our third example, we encounter a nearly brand-new asset. Einstein recognizes that the customer's one-year warranty is about to expire and suggests offering an extended warranty. The customer service agent can provide a discount code to Kate, encouraging her to purchase the extended warranty. Through automation, Einstein creates an opportunity, adds relevant information to the opportunity, and even asks for a reason if the customer declines the offer. This level of personalization enhances customer satisfaction and drives revenue growth.

Reporting and Scorecards

Next Best Action empowers organizations to measure and improve their performance. By providing real-time recommendations and personalized actions, organizations can enhance their reporting capabilities. Managers can track the percentage of customers who accept or decline each offer, gaining valuable insights into their customers' preferences. Additionally, businesses can evaluate the performance of their prediction models by referring to the scorecards provided by Einstein. These scorecards show the top predictors for each use case and help optimize the models for more accurate predictions.

Prediction Builder

Moving on, let's explore Prediction Builder, another powerful feature of Salesforce Einstein. Prediction Builder allows organizations to forecast the likelihood of specific outcomes based on historical data and attributes of the current case. For example, we can use Prediction Builder to determine whether a case will meet the response time defined in the service level agreement (SLA). By analyzing past cases and their successful resolution times, Einstein creates a prediction score for each new case. This score provides valuable insights into the probability of meeting the target response time.

Case Response Time Prediction

Let's imagine a scenario where a customer, Kate, reports an issue with a mechanical asset. Based on the type of asset and historical data, Einstein predicts a low likelihood of meeting the response time defined in the SLA. This valuable insight allows the customer service agent to prioritize this case and allocate appropriate resources to ensure a Timely resolution. On the other HAND, if the case has a high priority, the prediction score improves, indicating a higher chance of meeting the response time. Prediction Builder enables organizations to proactively allocate resources and manage customer expectations.

Predictive Use Cases

The applications of Prediction Builder extend beyond response time predictions. Organizations can utilize this feature to forecast various outcomes, such as the likelihood of invoice payments being made on time, the probability of opportunity closures, and even the engagement rate of leads or contacts with marketing initiatives. By leveraging the power of predictive analytics, businesses can make informed decisions, drive operational efficiencies, and deliver exceptional customer experiences.

Integration with Other Salesforce Products

Both Next Best Action and Prediction Builder seamlessly integrate with other Salesforce products, further enhancing their capabilities. Next Best Action can work in tandem with Field Service Lightning, allowing the creation of work orders and service appointments, as well as synchronization with other sales and marketing activities. Prediction Builder complements products like CPQ (Configure, Price, Quote), enabling automated quote generation based on predictive insights. Additionally, marketing automation products like Pardot and Marketing Cloud can leverage Einstein's recommendations to drive engagement and tailored customer journeys. The integration possibilities are vast, empowering organizations to optimize their processes across various Salesforce products.

Benefits of Einstein Features

By adopting Einstein features, organizations can unlock a multitude of benefits. First and foremost, Einstein enhances customer service efficiency by automating repetitive tasks and providing personalized recommendations. This not only reduces resolution time but also frees up customer service agents to focus on higher-value interactions. Additionally, Einstein enables organizations to meet or exceed their service level agreements, improving customer satisfaction and loyalty. With the power of predictive analytics, businesses can optimize their processes, drive revenue growth through upsell and cross-sell opportunities, and gain a competitive edge in the market.

Case Studies and Success Stories

numerous organizations have already leveraged Salesforce Einstein to transform their customer service operations. Case studies and success stories demonstrate the tangible benefits of implementing Einstein features, such as significant improvements in response time, higher resolution rates, and increased revenue. These real-life examples highlight the potential for organizations to elevate their customer service to new heights using Einstein's capabilities.

Call to Action

If you're ready to take your customer service to the next level with Salesforce Einstein, we invite you to consider Jolt Consulting Group's Einstein Jolt. It is a fast-start implementation Package designed to help you unlock the full potential of Einstein features. By executing the contract by September 30th, 2020, you can enjoy a 25% reduction in pricing. Don't miss this opportunity to revolutionize your customer service organization.

Conclusion

In conclusion, Salesforce Einstein offers a suite of features that can revolutionize customer service operations. From Next Best Action providing personalized recommendations to Prediction Builder empowering businesses with predictive insights, Einstein features drive efficiency, enhance customer experiences, and deliver tangible results. By leveraging these capabilities and integrating them with other Salesforce products, organizations can elevate their customer service to new heights. So, take the leap and embrace the power of Einstein to unlock a world of possibilities in customer engagement.

FAQ

Q: What is the difference between Next Best Action and Strategy Builder? A: Next Best Action utilizes Strategy Builder to determine the most appropriate recommendation to provide based on specific contexts. Strategy Builder acts as the tool that configures the recommendations for Einstein, while Next Best Action is the feature that presents those recommendations to users.

Q: Is there a limit to the number of actions in Next Best Action? A: No, there is no limit to the number of actions that can be configured in Next Best Action. You can have as many recommendations as you desire, depending on your business rules and requirements.

Q: What improvements in resolution time and client experience have been observed with Einstein? A: Case studies have demonstrated significant improvements in first response resolution rates, with increases of up to 50% reported. By leveraging Einstein's capabilities, organizations can streamline their processes, optimize resource allocation, and enhance the overall customer experience.

Most people like

Find AI tools in Toolify

Join TOOLIFY to find the ai tools

Get started

Sign Up
App rating
4.9
AI Tools
20k+
Trusted Users
5000+
No complicated
No difficulty
Free forever
Browse More Content