Leeco Case Study

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- Omni-Channel presence and routing with Einstein AI keeps employees on top of it all.

Salesforce can help LeEco improve their customer experience by predicting customer satisfaction and making specific recommendations with AI-powered analytics. In addition, due to LeEco is a technique-oriented company and engineer is the most expensive invest for this company, if they can make effective use of their human resources, it increases their ROI in some degree. As Salesforce can automatically route cases, leads, or other work, to the most appropriate, available employee. Administrators can now configure Service Cloud to distribute work based on employee skill set, availability, and their capacity to handle incoming work. Employees can update their status in real-time, ensuring that high-priority work always receives immediate attention. Instead of dispatching work or having agents arbitrarily pick work from queues, Omni-Channel Presence and Routing intelligently routes work based on the business’ priorities. Work is pushed to employees in real time and screen popped directly into the Service Console, offering up an in-context view of the customer across all channels. And LeEco can ensure employees prioritize correctly with the ability to define relative priority and size of the work.

- Lightning Console

One of LeEco problem is that thier complaint issues cannot be solved so that their customer churned rate is high. Customers can expect the same smart, fast, personalized service regardless of the channel they use to reach out. Cases from every channel come into the agent console; where, agents can view a customer’s profile, purchasing history, and account information all in one place. Customers don’t have to repeat themselves and agents can anticipate their needs. The dynamic, responsive layout of the dashboards in the console makes it easy for agents to put the information that they need front and center. The intuitive design of the Lightning Console is like a portal that puts all of the most frequently used actions right where your agents need them most. Put all of the information their agents need to deliver fast service all in one place. Knowledge, subject matter experts, and customer profiles are all at the agent’s fingertips. Therefore, their customer service team is empowered to answer customer questions correctly the first time, anticipate customer needs, and deliver world-class customer service solutions every time

- Manage campaigns automatically

Using the AI, Salesforce can deliver the right message at the right time so as to reduce the invest on the marketing campaigns in the longterm.

Personalize the email marketing at scale.

Engage with mobile messaging:

Connect social to marketing, sales, and service with social media marketing tools. Listen, engage, publish, and analyze data from over a billion sources, and automate social workflow.

Manage ads that win.

Predict the right content on the web.

Create cross-channel journeys: create 1-to-1 customer journeys across email, mobile, social, ads, and the web. Connect experiences across marketing, sales, service, and every customer touchpoint.