Project Name
Revolutionizing Retail Order Management with CTI Ninja Integration
A growing retail chain was facing growing pains as customer inquiries flooded in from both online and offline channels. With limited visibility into order statuses and no streamlined telephony solution, agents were overwhelmed, leading to delayed responses and frustrated customers. To address these concerns and modernize its customer service and order management strategy, the retailer turned to Ksolves Salesforce CTI.
- Lack of Personalized Service: Agents lacked a unified view of customer interactions and history, preventing them from delivering tailored responses. They couldn't immediately access order details or past communications, leading to generic and inefficient support.
- High Volume of Inquiries: Customer service teams were overburdened with frequent order status requests and repetitive inquiries that could have been self-served, affecting overall service quality and productivity. Manual call logging further exacerbated the problem.
To streamline operations, the retail chain implemented CTI Ninja – a Salesforce CTI solution designed to enhance telephony integration and customer support. Key features leveraged included:
- Click-to-Call for Rapid Follow-Ups: Customer service agents used the Click2Call feature directly within Salesforce to initiate outbound calls efficiently for rapid responses to escalations and special inquiries, directly from the customer's record.
- Real-time Customer Details & Notes Box: Upon incoming calls, the system provided Call Alerts and automatically fetched and displayed Customer Details from Salesforce. This immediate context, combined with the integrated Notes Box, allowed agents to provide personalized service and efficiently log interactions, eliminating the need for manual data entry.
- Automated Call Logging & History: CTI Ninja’s functionality ensured that all inbound and outbound calls, along with agent notes, were automatically logged and accessible in the Call History within Salesforce. This provided a comprehensive view of all customer interactions, reducing agent workload and improving data accuracy.
- IVR Integration (Indirect Impact): While the core CTI directly streamlined agent interactions, the ability to integrate with an IVR system (a known CTI Ninja capability) allowed the retailer to empower customers. This capability directly contributed to the reduction in inquiry volume.
- 35% Reduction in Order-Related Inquiries: The streamlined process, supported by automated information display and the potential for IVR-driven self-service, empowered customers with instant access to order information, dramatically reducing routine calls to agents.
- Improved Customer Satisfaction: Faster resolution times due to instant agent context and personalized service interactions led to significantly higher satisfaction scores in customer feedback.
- Increased Online Sales Conversion: With streamlined and efficient support, customers experienced fewer cart drop-offs and order cancellations—contributing to improved conversion rates and stronger customer loyalty.
By deploying CTI Ninja integration, the retail chain was able to transform its customer service approach from reactive to proactive. Automation, real-time data access, and seamless e-commerce integration helped reduce inquiry loads, empower agents, and boost customer loyalty. This case proves that Salesforce CTI for retail is not just about better calls—it’s about creating a smarter, faster, and more efficient retail experience.
Ready to transform your retail customer service with Salesforce CTI order management?
