Salesforce + Stonly
Improve efficiency for every agent and every issue. Stonly’s Salesforce component helps you automate work for your agents, handle cases faster, and ensure compliance.
Automate actions and workflows
Deliver the information agents need
Ensure consistent quality
Automate actions and workflows
Improve handle time
Streamline every part of your agent workflows.
Increase CSAT
Keep customers happy with the right answers delivered fast.
Reduce errors
Guide agents through complex processes perfectly, every time.
With Stonly & Salesforce you can:
1.
Collect customer context from Salesforce and outside sources. Use that data to route cases to the right team or agent, and handle them faster.Qualify and route cases
2.
Automatically surface relevant knowledge and customer information based on case data. Agents can access your entire knowledge base and see information stored in other tools, all without leaving Salesforce.Deliver the information agents need for every case
3.
Set up interactive decision trees when you need agents to be 100% compliant and consistent. Customers will always get the same high quality support, regardless of which agent is handling their case.Ensure agents follow the right processes with decision trees
4.
Our AI can browse your knowledge at lightspeed and find the right answer for each question. Answers are accurate and cite their sources, so agents can use them confidently.Find the right answers with AI
5.
Make it easy for agents to complete actions in any of your systems without leaving Service Cloud. You’ll streamline complex processes into just a click, and eliminate errors at the same time.Connect Service Cloud to your other systems
6.
Update objects and fill in case fields automatically, instead of relying on agents to do it manually. They will work faster and data will be more consistent.Automatically update Salesforce objects
7.
See every action taken by your agents while following a process. You get that information on a per-agent basis, making it easy to audit and improve.Track how agents are handling key cases
RemoteLock uses Stonly + Salesforce to boost service efficiency for 40 million users
“Stonly simplifies our complex processes with step-by-step knowledge right inside Salesforce Service Cloud resulting in a faster and more consistent experience.”
Andrea EskanosCustomer Success Enablement75%58%
RemoteLock’s agents must be experts on many different products. Since it’s impossible to know everything, agents were often slowed down by having to search through knowledge stored on individual devices, Slack, or by asking colleagues.
Stonly’s Salesforce integration streamlines agents' access to knowledge so they can provide better and faster support. It automatically shows the right information, standard operating procedures, and scripts directly in Salesforce. For more complex troubleshooting, decision trees provide agents with clear, step-by-step instructions to ensure consistent communication.
