High-quality customer support is important for all companies, but for those that provide ongoing support for a product – think a smart home device solutions provider – it is an extra-critical must to offer an excellent customer experience (CX) each time customers and agents engage with one another.
In this vein, CRM solutions giant Salesforce recently announced that Vivint, an NRG company and provider of smart home and security solutions, is leveraging Salesforce’s Agentforce to augment its customer service teams and provide 24/7 autonomous agent support for customers. Vivint specializes in smart home and security systems featuring automation and smart energy integrations. The company serves over 2 million customers across the U.S. (with an average of 14 smart home devices per household) and also provides reliable customer engagement. (Vivint has stated that its average customer lifespan is more than nine years.)
Vivint has been a Salesforce customer for many years, and it has chosen Agentforce as a key support tool for its customer service teams due to its ability to respond to inputs, make responsible decisions, and autonomously take action to assist customers with routine requests like troubleshooting common device errors. With these routine issues handled by automation, Vivint’s human agents are able to focus on more complex and critical customer concerns. Between the automated channel and the human agents, customers receive the most relevant and efficient support for their unique needs.
Agentforce leverages existing knowledge bases to autonomously troubleshoot common issues. If Agentforce cannot resolve the issue within a predefined number of steps, it will seamlessly transfer the case to a human agent for further assistance. This integration will improve CX by making customer support more convenient and efficient.
“The integration of Agentforce has provided an opportunity for transformational growth in our customer experience, augmenting our platform and service abilities in a way that has made an immediate positive impact,” said David Porter, Chief Operating Officer for Vivint. “Agentforce offers valuable support for our human agents by taking actions to help customers resolve simple needs while ensuring they receive the same award-winning customer service and support that millions of Vivint customers have come to expect. We believe that this integration will help us continue to revolutionize the smart home experience through elevated, simplified, and intuitive customer experiences.”
Edited by
Alex Passett
