DecodeAge Case Study

• Difficulty in Finding Relevant FAQ Information: Customers were redirected to the FAQ portal (https://help.decodeage.com), where they struggled to identify the right articles to resolve their queries, leading to reduced customer satisfaction.
• Complex Navigation for Order-Related Queries: Customers had to manually navigate the official website to access order details, often facing difficulties in finding the right information, leading to frustration.
• Lack of Automated Support & Escalation: There was no automated chat system in place. Every customer complaint required manual handling, causing long resolution times and unanswered queries.

• Implemented Agentforce to create a chatbot that provides instant resolutions for customer queries.
• Migrated FAQ data from the existing FAQ portal into the chatbot to ensure up-to-date and accurate responses.

Agentforce Chatbot for Order-Related Queries:

• Integrated Agentforce with Shopify to provide real-time order-related information through the chatbot.
• Enabled customers to retrieve order details without navigating the website manually, improving accessibility.

Seamless Escalation to Human Agents:

• Designed an escalation mechanism within Agentforce that allows complex queries to be transferred to human agents while preserving context.
• Implemented callback scheduling to ensure customers receive timely responses.

• Customers received instant responses to common queries, reducing frustration and improving user experience.

Reduced Resolution Time:

• Automated chat support significantly decreased response time, leading to faster query resolution and improved operational efficiency.

Improved Operational Efficiency:

• The chatbot reduced the volume of repetitive queries handled by human agents, allowing them to focus on more complex issues.

Higher Conversion & Retention Rates:

• Streamlined support and better access to information resulted in increased customer engagement and retention.

By implementing Agentforce on Salesforce Health Cloud, Techila Global Services successfully transformed DecodeAge’s customer support, making it more efficient, intelligent, and user-friendly.