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Streamlining FAQ Management And Enhancing Post-Sales Support With Salesforce Knowledge Base

industry

Industry

Transportation & Logistics

industry

Sub Industry

Transportation

industry

Products

Salesforce Development Services

industry

Services

Service Cloud + Knowledge Base + Experience Cloud

industry

Location

USA

industry

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60%

Increase in customer retention

45%

Reduction in case creation

85%

Improvement in FAQ management

Overview

Globe Cars and Truck Rental, located in Montreal, Quebec, is a preeminent car rental firm in the region. It was established by a group of visionaries who aspired to offer a unique experience, distinct from the trend of other companies to prioritize cost savings over exceptional service.

The company rents a variety of vehicles, starting from small cars to large trucks, in addition to offering additional services such as delivery, pick-up, and roadside assistance.

Challenges

  • FAQs Were Not Highly Accurate: FAQs were inaccurate, inefficient, and led to customer frustration. This led to customer service representatives spending a lot of time manually searching for answers.
  • Outsourcing FAQs: A Disconnect from Efficiency: The manual management of the FAQ database with a disconnected third-party solution was inefficient and made it difficult for the business to answer customer inquiries quickly and accurately.
  • Prioritizing a New FAQ Management System: The business was faced with significant customer issues, and therefore it was necessary to take immediate action and implement a new FAQ management system to effectively address the challenge.

Solutions

Streamlined FAQ management by seamlessly utilizing a knowledge base with various platforms, including Drawloop, Snowflake, Make.com, Iterable, and QuickBooks, establishing a centralized source of truth.

 

  • Streamlining FAQ Management with Salesforce – We adopted a Salesforce solution for improved FAQ management, making it easier to answer customer inquiries quickly and accurately. It also supports multiple languages, such as French and English.
  • Enhancing Customer Service with Knowledge Base and FAQ Views – The introduction of a knowledge base has significantly improved customer service, leading to improved customer-business interactions. A FAQ view was added to the Experience portal, enabling users to monitor the number of views for a specific FAQ.
  • Enhancing After-Sales Support with Knowledge Base Implementation – Enhancing after-sales services was essential for the company to foster customer satisfaction, so a knowledge base was implemented to do so, resulting in improved customer service and a better user experience.
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Benefits

  • Simplifying FAQ Management, Resolving Cases Efficiently, and Enhancing Customer Inquiries.
  • Enhanced customer service interactions and FAQ views on the community portal allow users to track FAQ popularity and relevance.
  • Enhanced customer satisfaction, easier access to FAQs, and an improved user experience on the community portal.
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