About the client
The client specializes in roofing, exterior shell construction, maintenance, and repair for common interest developments in Southern California.
Solution
Enabled Live Agent from the Service Cloud console to handle more customer service requests quickly and efficiently. Customized workflows so that agents get quick access to customer details, Knowledge Articles, and transfer chats to senior team based on different criteria.
Benefits
- The client could handle field service requests directly from the website.
- Chat workflow automation improved ticket handling speed and approval/assignment protocol.
- Helpdesk calls came down by 55% since enabling Live Agent in the website.