Driving Retail Growth with Agentforce in WhatsApp & Slack

Reduce post-sales queries, errors, and escalations by integrating real-time retail assistance within customers’ preferred messaging platforms.

Agentforce enables seamless order management across the retail journey by automating pre-sales assistance, order creation, and post-sales support, while reducing escalation load on agents.

Client & Business Challenges

The client is a fast-growing omnichannel retail brand offering diverse consumer products. They aim to enhance customer experience by providing instant pre-sales guidance, accurate post-sales support, and personalized recommendations to improve cart completion and repeat purchases.

High drop-off rates, overwhelmed support teams, and inconsistent case tracking stemmed from lack of real-time assistance, product confusion, and poor data insights—hindering escalations, personalization, and post-purchase engagement across shipping, returns, and warranty workflows.

Key Metrics

35% increase in cart completion rate

50% faster escalation resolution times

45% reduction in post-sales support inquiries

2X improvement in customer satisfaction scores

Benefits

- Deliver instant product guidance during pre-sales to reduce drop-offs

- Automate repetitive post-sales queries and enable real-time order tracking

- Offer tailored recommendations, proactive outreach, and warranty support to increase repeat purchases