Health Diagnostics

The Company

A health diagnostics company that provides cutting edge epigenetic testing to help individuals live longer, better lives.

The Problem

As they expanded, their support team faced an overwhelming volume of emails and cases. They needed a streamlined solution to provide quick, accurate answers to customer inquiries while reducing manual workload. Additionally, they required a new Service Cloud org, separate from their parent company, to optimize support operations.

Solution

Here’s how we leveraged Agentforce to help

• We configured an Agentforce Service Agent to answer FAQs using Knowledge Articles.
• We implemented Service Cloud to centralize and improve support operations.
• We assessed consumption needs to plan for Agentforce usage and future growth.
• We completed implementation ahead of schedule, allowing for early user testing.

Results

• Reduced customer inquiry handling time – Expedited responses and supported their goal of reducing inquiry handling time by 30%.
• Streamlined support operations – Automated service requests, reducing email and case volume.
• Enhanced customer experience – Customers receive quick, personalized answers, improving satisfaction and engagement.