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.