Omnichannel communication for a global med-tech startup

hearX faced several issues with their customer support operations. Despite migrating their sales and support teams to Salesforce, they encountered:

• Chaotic load on support agents;
• Inconsistent customer engagement history;
• Lack of a unified messaging system for inbound and outbound communication.

Their setup included multiple apps and a website, but issues persisted with Service Cloud Voice, including:

• Call-back and inbound queues having the same agents, causing customers to be unable to reach them;
• Managing a separate US call center for insurance customers to comply with local regulations;
• Contact flow setup in Amazon Connect.

HearX has used the Twilio app for video calling, but there was a need for screen sharing, which Twilio does not support.

• Decreased the average time customers waited for call-backs, improving response efficiency;
• Enhanced the ability to handle a higher volume of inbound calls;
• Facilitated task management and call handling, leading to more effective use of agent time;
• Provided a unified view of customer interactions, resulting in a more consistent and personalized customer experience;
• Fixed issues with case creation for inbound calls, reducing errors and improving case management;
• Implemented lead sequencing and prioritization, improving conversion rates and lead tracking;
• Introduced automated email notifications for failed call attempts, ensuring timely follow-ups;
• Enhanced support across multiple channels (SMS, Facebook, in-app), leading to better coverage and customer reach;
• Created custom dashboards for tracking productivity and generating reports, enabling better performance monitoring and decision-making;
• Implemented automated flow for Repair and Refund Work Orders;
• With VRA, customers can share screens and have a video call with an agent.