Project Name
Transforming Retail Order Management with Ksolves’ Salesforce 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 CTI Ninja.
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Lack of Personalized Service:
Agents lacked a unified view of customer interactions and history, preventing them from delivering tailored responses. -
High Volume of Inquiries:
Customer service teams were overburdened with frequent order status requests and repetitive inquiries, affecting overall service quality and productivity. -
Inefficient Call Monitoring & Training:
Manual review of agent calls for quality assurance and training was time-consuming and inconsistent, leading to missed coaching opportunities. -
Lack of Call Content Insights:
Customer pain points and emerging trends were difficult to identify from call interactions due to the absence of automated transcription and analysis. -
Manual Call Handling & Routing:
Inefficient call routing led to longer wait times and customers being transferred multiple times, leading to frustration.
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:
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Click-to-Call for Rapid Follow-Ups:
Customer service agents used the Click2Call feature directly within Salesforce to respond quickly to escalations and special inquiries. -
E-Commerce Platform Integration:
CTI Ninja was integrated with the retailer’s e-commerce system, allowing real-time syncing of order data and customer history for a unified agent view. -
Advanced IVR for Self-Service & Smart Routing:
The multi-level Interactive Voice Response (IVR) system. For complex issues, the IVR intelligently routed calls to the most appropriate agent based on skill and availability. -
Automated Call Recording & Storage:
All incoming and outgoing calls were automatically recorded and stored within Salesforce, providing a comprehensive record of customer interactions for compliance and quality assurance purposes. -
Call Transcription for Actionable Insights:
CTI Ninja's transcription capabilities convert spoken conversations into text, enabling quick searches for keywords, identification of common customer issues, and analysis of agent performance. This data also provided valuable insights for product development and marketing strategies.
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Improved Customer Satisfaction:
Faster resolution times and personalized service interactions led to significantly higher satisfaction scores in customer feedback. -
Increased Online Sales Conversion:
With streamlined support, customers experienced fewer cart drop-offs and order cancellations, contributing to improved conversion rates. -
Enhanced Agent Training & Quality:
Access to recorded calls and transcriptions facilitated targeted agent training, improved coaching effectiveness, and ensured consistent service quality across the team. -
Deeper Customer Insights:
Call transcriptions provided invaluable data on customer preferences, common complaints, and emerging trends, enabling the retail chain to make data-driven decisions for product improvements and service enhancements.
By deploying CTI Ninja, 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 CTI Ninja Order Management?
