Everyone is convinced that customer experience is very important.  But still, when calling to customer service, it happens too often that you don’t feel welcome…Either you wait too long, or you have to go through too many (IVR) menu options, before talking with an agent.  Or you have to repeat your problem with each transfer to another agent. And…why was the first agent not able to answer your question in the first place?

Personalised Support

With current technologies – like Amazon Connect – it is very well possible to provide personalised support as of the first second that someone calls your customer service department.  Some examples:

  • Retrieve the callers language from your Customer Relationship Management (CRM) solution and play announcements immediately in the caller’s preferred language
  • Query your CRM application for open Cases and provide the option to select for which Case is called. Then route to the customer service agent that is assigned to the Case (if available of course)
  • In case a call gets transferred between agents, ensure that the CRM record follows the call, so that 2nd level support immediately knows the context of the call that gets transferred

Dynamic Contact Flow Setup

The following is an example setup how we ensure a dynamic and personalised experience using Salesforce and Amazon Connect:

  1. Incoming calls get directed to a number that is managed by Amazon Connect
  2. Using the number of the caller, we immediately query Salesforce – retrieving the preferred language of the caller.  In our scenario, the preferred language is stored in the Contact record
  3. When we retrieved the preferred language, we query DynamoDB (using the language parameter) – retrieving the prompts and Amazon Connect Queue to use
  4. When we retrieved the prompts and the Amazon Connect Queues, we play the announcement and we put the call in the correct queue
  5. When a support agent becomes available, Amazon Connect pushes the call to the agent, and initiates a pop-up in the Salesforce Console

Obviously, this is a simplified process description.  But it clearly shows some of the possibilities of Amazon Connect and its integration with Salesforce.

Do you want to know more?  Do you want more information on how implementing Amazon Connect and/or how integrating it with your Salesforce implementation?  Then fill in our contact form! We will get in touch as soon possible.

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