Salesforce MIAW | A NeuraFlash Demo

Summary

Salesforce is retiring Legacy chat and introducing 'Meow,' an enhanced messaging solution for in-app and web. Meow offers asynchronous chat, integration with platforms like SMS and WhatsApp, and features like proactive messaging and omniflow routing. A demo showcases a customer's journey from chat initiation to agent interaction, highlighting seamless case management and customer information access. The customizable chat tool promises efficiency gains and can be implemented within three weeks.

Takeaways

• 📅 Salesforce is retiring its Legacy chat and is encouraging a switch to Enhanced Messaging, also known as 'Meow'.
• 🔄 'Meow' offers asynchronous chat, allowing conversations to remain connected even when users are not online.
• 🌐 It supports omnichannel communication, including SMS and WhatsApp, through a single connected messaging console.
• 🤖 'Meow' integrates with Salesforce, enabling bots to search for product records and assist customers with guided troubleshooting.
• 🔍 Proactive messaging capabilities allow for more personalized and automated customer interactions.
• 💬 The script showcases a customer journey starting from a chat form to a conversation with a bot and eventually an agent for more complex issues.
• 🔑 The bot requests a serial number to identify the product and provide relevant support, demonstrating the importance of product identification in customer service.
• 📡 Seamless integration with Salesforce allows agents to access customer information and case history, facilitating efficient service.
• 🔄 If a customer has an existing case, the process is streamlined, with the agent being prompted to the existing case for continuity.
• 🚀 Noflash has successfully sold 'Meow' to customers, highlighting its unique selling points such as asynchronous chat and omniflow routing.
• ⏱ With a customizable chat migration program, businesses can transition to 'Meow' in as little as 3 weeks, emphasizing the ease of adoption.

Q & A

What is Salesforce retiring and what is the recommended alternative?

Salesforce is retiring Legacy chat and the recommended alternative is Enhanced Messaging for in-app and web, also known as MEOW.

What are the unique capabilities of MEOW that set it apart from Salesforce Chat?

MEOW offers asynchronous chat, integration with Genus AI for deficiency gains, and proactive messaging capabilities, providing a single connected messaging console across multiple platforms like SMS and WhatsApp.

What is the significance of having a single connected messaging console across multiple platforms?

A single connected messaging console provides unparalleled convenience and connectivity, allowing seamless collaboration and communication across different channels.

What is the role of the bot in the customer support scenario described in the script?

The bot in the customer support scenario assists the customer by asking for the serial number of the product, searching Salesforce for records, and offering guided troubleshooting before transferring the customer to an agent if needed.

How does the bot handle a customer who needs more assistance than the guided troubleshooting can provide?

If the customer needs more assistance, the bot transfers them to an agent, who then receives a screenshot of the conversation and the information populated in Salesforce for easy navigation.

What is the process for an agent when they accept a work item from a customer conversation?

When an agent accepts the work, they immediately receive a screenshot of the conversation, and the information is populated in Salesforce, allowing the agent to navigate the conversation and customer information seamlessly.

How does the system handle cases where a customer has already contacted and a case already exists?

If the customer has already contacted and a case exists, the agent can be automatically prompted to the existing case, simplifying the process and ensuring continuity of support.

What is the purpose of the guided case screenflow in the middle of the agent's interface?

The guided case screenflow serves as a navigation tool for the agent, helping them to manage the conversation with the customer and access key customer information efficiently.

What additional information is available to the agent based on what the customer reached out about?

The agent has access to additional information based on the customer's contact creation and the context of their outreach, which can include customer 360 information and other relevant data.

How quickly can a business expect to be live with MEOW after starting the migration program?

With the customizable chat migration program, a business can expect to be live with MEOW in as little as 3 weeks.

What is the main benefit of MEOW for businesses looking to improve their customer support efficiency?

The main benefit of MEOW is the ability to unlock efficiency gains with Genus AI and keep conversations connected across various platforms, enhancing the overall customer support experience.

Outlines

00:00

🚀 Transition to Enhanced Messaging with MEOW

Salesforce is retiring its Legacy chat and is encouraging a switch to Enhanced Messaging, also known as MEOW, for in-app and web communication. MEOW offers unique capabilities such as asynchronous chat, which allows conversations to continue even when users are offline, and proactive messaging with omniflow routing. It integrates seamlessly with platforms like SMS and WhatsApp, providing a single connected messaging console. The script highlights the benefits of MEOW, including its ability to keep conversations connected and its integration with Salesforce, which was a key selling point for customers who have already made the switch.

Keywords

💡Salesforce

Salesforce is a popular customer relationship management (CRM) platform that provides businesses with a suite of tools and applications to manage their interactions with customers and potential customers. In the video's context, Salesforce is retiring its Legacy chat and promoting an upgrade to 'enhanced messaging' for in-app and web communication, which is a significant shift in their service offerings.

💡Legacy chat

Legacy chat refers to the older version of Salesforce's chat service that is being phased out. The term 'legacy' often implies that the technology is outdated or no longer supported in favor of newer, more advanced solutions. In this video, Salesforce is encouraging a transition away from Legacy chat to a more modern messaging system.

💡Enhanced messaging

Enhanced messaging, also known as 'meow' in the script, represents an upgraded version of Salesforce's chat service. It includes new features and capabilities that are not present in the Legacy chat, such as asynchronous chat and integration with multiple platforms, which are aimed at improving the customer service experience.

💡Asynchronous chat

Asynchronous chat is a communication method where participants do not need to be online simultaneously to exchange messages. This allows for a more flexible conversation flow, as users can respond at their convenience. In the video, asynchronous chat is highlighted as a key feature of the enhanced messaging service, which helps keep conversations connected even when users are not immediately available.

💡Geni

Geni, in the context of this video, seems to be a term used to describe the intelligent capabilities of the enhanced messaging service. It likely refers to features that use artificial intelligence to improve the customer service experience, such as proactive messaging and automated responses.

💡Proactive messaging

Proactive messaging is a feature that allows a system to send messages to users before they initiate a conversation. This can be used to offer help, provide information, or address potential issues before the customer has a chance to ask. In the video, it is mentioned as one of the capabilities of the enhanced messaging service, aiming to improve customer engagement.

💡Omniflow routing

Omniflow routing is a term that suggests a comprehensive routing system that can handle messages across various channels or platforms seamlessly. It is likely a feature of the enhanced messaging service that allows for efficient distribution of customer inquiries to the appropriate agents or systems.

💡Seamless integration

Seamless integration refers to the ability of different systems or services to work together without any noticeable issues or disruptions. In the video, the term is used to describe how the enhanced messaging service integrates with platforms like WhatsApp, providing a smooth and unified customer communication experience.

💡Custom demos

Custom demos are demonstrations of a product or service that are tailored to the specific needs or interests of a potential customer. In the video, Noflash has successfully sold customers on 'meow' by providing custom demos that showcase the unique capabilities and benefits of the enhanced messaging service.

💡Case

In the context of customer service and CRM systems, a 'case' typically refers to a record of a customer's interaction or issue that needs to be addressed. In the video, creating a case is part of the process when a customer requires more assistance than the bot can provide, and an agent takes over the conversation.

💡Screen pop

Screen pop is a feature in CRM systems that automatically brings up relevant information or tools on an agent's screen when a new interaction occurs. In the video, the case is automatically screen popped when the agent accepts the work, allowing them to efficiently manage the conversation with the customer.

💡Migration program

A migration program is a set of processes and tools designed to help users transition from one system or service to another. In the video, Salesforce's customizable chat too migration program is mentioned as a way to help customers move to the enhanced messaging service quickly and efficiently.

Highlights

Salesforce is retiring Legacy chat and shifting to enhanced messaging.

Enhanced messaging is also known as 'meow'.

Meow offers asynchronous chat, keeping conversations connected.

Meow provides unlocked deficiency gains with geni.

Proactive messaging capabilities are included with meow.

A single connected messaging console is available across multiple platforms like SMS and WhatsApp.

Custom demos and seamless collaboration are facilitated by meow.

Noflash has successfully sold customers on meow.

Asynchronous chat and proactive messaging are key features valued by customers.

Omniflow routing is exclusive to meow.

Seamless integration with WhatsApp is a significant advantage.

Demo starts by stepping into the shoes of a customer.

Customer purchases headphones from audiosync and encounters issues.

The bot asks for the serial number for headphones to identify the relevant product.

Guided troubleshooting link is offered by the bot.

Customer is transferred to an agent for more assistance.

Agent gets a screenshot of the conversation and information is populated in Salesforce.

Conversation, guided case screenflow, and key customer 360 information are accessible to the agent.

Case is automatically screen popped for seamless work.

Personal account can be navigated back to the messaging session if needed.

If a case already exists, the process is simple and the agent can be prompted to the existing case.

Customizable chat too migration program can get you live in as little as 3 weeks.

Reach out to unlock efficiency gains with geni and keep conversations connected.

Transcripts

by now you might have heard that

Salesforce is retiring Legacy chat

Services here's why you're going to want

to switch to enhanced messaging for

inapp and web also known as meow let's

break it

down meow's unique capability set it

apart from Salesforce chat it brings

asynchronous chat to keep conversations

connected unlocked deficiency gains with

geni and proactive messaging

capabilities with meow you'll have a

single connected messaging console

across multiple platforms like SMS and

WhatsApp providing unparalleled

convenience and connectivity with custom

demos and seamless collaboration noflash

has already successfully sold customers

on meow What mattered to these customers

that might benefit you too asynchronous

chat and proactive messaging exclusive

omniflow routing and seamless

integration with WhatsApp in line so

let's get to it let's kick off this demo

by stepping into the shoes of a customer

imagine you've purchased a pair of new

headphones from audiosync but you're

encountering some issues you filled out

the free chat form and are ready to

start a conversation to get help we're

greeted by the audio sync assistant and

ask for product

support the bot asks if we have the

serial number for our headphones after

selecting yes and entering it the bot

automatically searches Salesforce for

records to identify the relevant product

next we select I have an issue with my

product from the list of options

provided the bot offers us a guided

troubleshooting link however we need

even more assistance

so we're now getting transferred to an

[Music]

agent as the agent we accept the work

and immediately get a screenshot of the

conversation between the customer and

the bot the information is populated in

Salesforce so we can easily navigate the

conversation with our customer from here

we see the conversation on the left hand

side our guided case screenflow in the

middle and key customer 360 information

based on the contacts created we also

have addition information based on what

the customer reached out about so we

create a

case now we can have the conversation

with the customer and the case is

automatically screen popped so we can

work seamlessly we're now taken to the

personal account and can easily navigate

back to the messaging session if needed

so what would happen if the customer had

already contacted aiio Sate and the case

already existed the process is just as

simple here we start the conversation

over again as the

customer as the agent accepts the work

we see a case found from chain if the

conversation is about the same thing the

agent can be automatically prompted to

the existing case with our customizable

chat too migration program will'll get

you live in as little as 3 weeks reach

out today to see how you can unlock

efficiency gains with geni and keep

conversations connected

[Music]