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

60%

Increase in customer retention

45%

Reduction in case creation

85%

Improvement in FAQ management

Industry
Transportation & Logistics
Sub Industry
Transportation
Products
Salesforce Service Cloud & Experience Cloud
Services
Salesforce Implementation Services
Location
USA
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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.
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