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Reduce Delayed Response Time By 25%

Boosted Customer Engagement By 45%

Client Overview

Our client was running a startup in the finance domain to provide tax-saving solutions to their customers in Sri Lanka. When they launched their website, they offered a contact number for customers to reach out with queries. However, as their popularity surged, the volume of incoming messages became overwhelming for their team. The client was facing the common challenge of dealing with an overwhelming number of customer inquiries on their WhatsApp number. This led to delayed responses, frustrated customers, and missed opportunities for engagement.

Challenges

The client approached us to resolve the key challenges, which include:

  • Overwhelmed Team: High message volume overwhelmed the team.
  • Slow Responses: Prolonged response times resulted in unhappy customers.
  • Manual Handling: Delays and missed inquiries due to manual message processing.
  • Data Security: Concerns over data security restricted the adoption of other automated solutions.
  • Template Approval Delays: The lengthy approval process for templates slowed down team productivity.

Solution

To address these challenges, we implemented the Salesforce Messaging App, offering several key benefits:

  • Secure Message Management: The app enabled the secure handling of incoming messages, ensuring compliance with privacy regulations and mitigating data breach risks.
  • Automated Template Approval: Streamlined the approval process for message templates, significantly reducing validation time and facilitating faster deployment of messaging strategies.
  • Instant-Reply with Ninjabot: The bot feature of our Salesforce Messaging App provides instant-reply templates to enhance response rates and customer satisfaction.
  • Boost Team Efficiency: Automated message handling and approval processes improved team efficiency, allowing employees to focus on high-priority tasks.
  • Improved Engagement: Reduced response times and enhanced customer engagement metrics contributed to business growth and a stronger brand reputation.

Qualitative Results

Before
After
Reduced Delayed Response Time

Before: 6 hours average response time

After: 18 minutes average response time

Result: Response time was reduced by 342 minutes, which is approximately a 95% reduction
Enhanced Data Security

Before: 50% data breach rate

After: 30% data breach rate

Result: 20% decrease in incidents, significant security improvement
Faster Template Validation

Before: 2 days average validation time

After: 1 day average validation time

Result: The validation time was reduced by 1 day, which is a 50% reduction
Accelerated Deployment

Before: 5 days average deployment time

After: 3 days average deployment time

Result: 40% increase in deployment speed
Improved Response Rates

Before: 30% response rate

After: 55% response rate

Result: 25% increase in response rates
Higher Customer Satisfaction

Before: 60% customer satisfaction score

After: 95% customer satisfaction score

Result: 35% increase in customer satisfaction
Increased Team Efficiency

Before: 60% efficiency rate

After: 87% efficiency rate

Result: 27% improvement in team efficiency
Business Growth

Before: 5% annual growth rate

After: 20% annual growth rate

Result: 15% increase in business growth
Conversion Rate Boost

Before: 40% conversion rate

After: 60% conversion rate

Result: 20% increase in conversion rates

Boost your Finance Business with our Salesforce Messaging App – Lead Manager Ninja

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