The Salesforce1 AppExchange from Salesforce
.com has been seeing plenty of attention from businesses looking to connect with customers, partners, and employees. One new app on the exchange that will be of special interest to contact center
managers is the recently launched IntelliResponse Virtual Agent (VA) for Salesforce.
The IntelliResponse app is an enterprise-grade virtual agent system that integrates seamlessly with the Salesforce Service Cloud. The goal of the system is to help contact center agents find faster answers to customer questions to improve contact center efficiency and boost customer satisfaction.
David Lloyd, CEO of IntelliResponse, hit the nail on the head when he said customer service is a key differentiator for leading companies -- and the ones that succeed provide a superior customer experience across every touchpoint.
“Contact centers have traditionally struggled with onboarding new agents as they navigate multiple channels, but with IntelliResponse VA for Salesforce, they can put the right answers at both their customers’ and employees’ fingertips, making every agent as good as their best agent,” Llolyd said.
IntellliResponse is doing plenty right. Industry analyst firm Opus Research recently gave the company’s virtual agent technology the highest possible score for its conversational interface. IntelliResponse VA for Salesforce aims to kick it up a notch, helping contact center agents provide better customer service from within the Salesforce Service Cloud.
For example, the app and integration give contact center operators the flexibility to extend to any client-facing digital self-service channel -- even customer portals and communities. The software automatically matches questions with answers using patented intent-recognition technology.
What’s more, the app claims to process millions of customer answers with 90 percent accuracy, while at the same time gathering customer insights that can help companies boost their sales. The technology collects real-time voice of the customer (VOC) insights straight from online customer interactions and can even serve up relevant offers to woo customers down the purchase funnel in real time.
We caught up with Dan Miller, founder and analyst at Opus Research, to get his take on IntelliResponse’s latest innovation. He told us Salesforce is putting a considerable amount of marketing power behind Salesforce1 and the “Ask Tab” is a welcome addition to the customer care agent’s screen.
“IntelliResponse’s approach shortens the length of time it takes for a customer care agent to provide the right answer to a caller or Web site visitor,” he said. “That translates into higher levels of satisfaction and illustrates how the application of intelligent agent technology provides value for contact center managers and marketing executives alike.”
Filling a Market Need
Based on all the promises, IntelliResponse is filling an important need in the CRM market with its new app by helping resolve customer issues quickly, ideally with just one call or contact. As any contact center manager knows, efficiency and first-call resolution can be key to success. On the flip-side, market research firm Frost & Sullivan reports that 60 percent of repeat customer service calls are due to issues in staff training or processes.
With that in mind, the IntelliResponse app is designed to give contact center agents the answers they need to customer questions, while also displaying results from Salesforce articles, solutions, cases and other knowledge repositories. The end result: less training time, better first-call resolution, less lead time, and overall stronger customer satisfaction.