Furthermore, OSF set up the email-to-case process that creates auto-response emails triggers for incoming emails to customer support. The retailer’s web-to-case processes were configured to map the inquiries from the ‘Contact Us’ form into Salesforce fields accordingly.
Additionally, OSF helped the retailer to automate their case management process, set the case flags and enable coupon codes. The retailer now benefits from an established knowledge base that helps their service reps to provide boilerplate answers to customers based on similar inquiries. They can also take the following single-click actions: send an email to the customer, use a predefined template for the body of the email, add the agent’s signature, and attach a relevant article.