Testimonial from Wonolo (a temporary labor marketplace) describing how migrating to Salesforce and adopting Einstein One (including OmniStudio chatbots and skill-based routing) centralized agent tools, reduced the need for additional agents, and improved service metrics. Reported outcomes include a 9% drop in chat average handle time, 9% faster response times, and a ~3-point increase in customer satisfaction scores.
Chapters
Salesforce was working to understand our needs as a customer and really develop a tool that was very, very specific to what we needed it to do. Winolo is a marketplace app that does temporary labor. We have a custom made portal where all of our customers log in to post jobs as well as picking up jobs. Before the Einstein one platform, agents would have to go outside of a lot of different tools to search for information. Einstein1 really solved a major pain point at Wonolo because we had a reduction of the number of agents. We were in this really bad situation where our call queues and our chat queues were really starting to inflate. With Einstein One service, you can have a console where all of the information that agent needs is right there. And we migrated everything into Salesforce where we could use omnistudio chatbots, skill based routing and it augments our service agents so they can do more in the same amount of time. With CRM, AI data and trust, we're able to create a really good, solid, central picture of a customer being able to give a tool to our agents that help them feel more confident and consistent with their language. We've seen an average handle time of chats drop by 9% as well as response times by 9%. We also saw our customer satisfaction scores increase by about 3 points and of course our customers benefit from that at the end as well.
