Experience Customer Service Agents
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how telesales reps use the Telesales app to streamline tasks in Agentforce Consumer Goods.
- Explain scenarios where a telesales rep uses Agentforce to improve customer service.
The Telesales App
So far, you learned how Consumer Goods automates tasks for you. You also learned about the benefits that Agentforce provides to your consumer goods manufacturing business. And finally, you explored different scenarios where you can use agents for consumer goods.
Now it’s time to see these agents in action.
To find any information related to any account, such as orders, visits, and promotions, telesales reps often use various dashboards. This exercise with each customer call ends up consuming a lot of time. In Consumer Goods, now telesales reps can use Agentforce Consumer Goods for Service to connect to customers. They can engage with customers, answer their queries, and resolve their complaints using the service console on the app.
And it all gets better with Agentforce. To get help from Agentforce, reps can simply use the Agentforce button in the Agentforce Consumer Goods - Service app, also called the Telesales app.
How does this all work in practice? Take the example of Alpine Group Nutrition & Beverage, a company that sells its food products and beverages through major retail stores across the USA. Alpine Group implemented Agentforce for telesales, which has led to higher customer satisfaction and greater productivity within its support team.
The workforce at Alpine Group now saves time on repetitive tasks and focuses on decisions and tasks that need more human intervention.
In this unit, you follow along to see how Agentforce makes it all possible.
Agents and Telesales Reps
The telesales team at Alpine Group once faced many challenges when it came to resolving customer queries. Information wasn’t readily available and distributed on multiple platforms, which made it difficult to solve simple queries from retail store customers.
For example, one of Alpine Group’s customers, Northern Trail Outfitters, regularly requests information about the last completed visit and the last order fulfilled by Alpine Group sales reps. A telesales rep once had to look at multiple dashboards to find this information, leading to wastage of time and frustration for the client. This reduced their job satisfaction too, creating a lose-lose situation.
Now, Alpine Group telesales reps use Agentforce for customer service to quickly and efficiently place orders, get account information, and schedule visits to the stores.
When a rep opens their Agentforce agent, they see three options to start a conversation and get help.
When a rep starts a conversation with one of these prompts, Agentforce invokes the relevant actions, and gets the customer’s account information from the system. With the service rep's consent, the agent then creates a visit to the retail store after asking for inputs such as the time, date, and purpose of the visit.
Each of these steps uses actions that a Salesforce admin has defined using Consumer Goods. All of these actions are fully integrated with Consumer Goods data model and features.
This quick resolution by the telesales agent gives Alpine Group a happy and satisfied customer. The rep can now focus on bigger challenges at hand that need their invaluable inputs.
Agents and Your Customer
Agentforce for customer service built on Consumer Goods is helpful to the customer support team and the sales managers. But it is even more helpful to your clients. It provides resolutions directly, saving them from reaching out to the agents for simpler queries.
For example, you're the sales manager of the NTO Store #201, one of the buzzing outlets of Northern Trail Outfitters in the Atlanta area. To better plan your sales strategies, you want to get a list of top-selling products of last month. You contact the service rep, who asks to get the information from Agentforce: “Can you list the top-selling items of NTO Store #201 based on past orders?”
In addition to this, you can even ask for recommendations for selling a specific product. The service rep responds quickly, because the agent provides information regarding special discounts and on-going offers. You can then request to schedule a visit for your retail store. This could be for in-store activities such as audits and product surveys. For this, the rep verbally requests, “Schedule a visit to NTO Store #201 next week.”
Wrap Up
In this badge, you learned about Consumer Goods, a set of AI solutions that automates several telesales activities for your consumer goods company.
You explored how Agentforce works within Consumer Goods to help your telesales reps automate repetitive tasks. You also learned about the different use cases that use Agentforce for customer service to create account summary, place an order, and manage visits for your customers.
You also saw how telesales agents and store managers take advantage of these agentic solutions offered by Consumer Goods.
It’s time to implement the skills you’ve gained in this badge in your organization. Customize the default Agentforce configurations and create an agent for your business requirements for higher productivity and returns.