Salesforce, the leader in CRM business, announced that Tata CLiQ has deployed Salesforce Service Cloud, to enhance customer experience across multiple channels during contextual, proactive and personalized interactions.
PwC is the key partner in the implementation process enabling end-to-end deployment transforming the service experience for Tata CLiQ. Tata CLiQ said agent experience has improved by 30 percent with the Single Source of Truth.
“Salesforce is aligned to our two-pronged functional vision and strategy of delivering customer and advisor experience, thereby ensuring efficient processes, empowered agents, and superior business outcomes,” Shweta Srivastava, director – CS and customer experience, Tata CLiQ, said.
Tata CLiQ also implemented the visual remote assistant (VRA) which allows the company to deliver the support they would deliver in-person, visual guidance, often in real-time. This solution is browser based, allowing employees to connect with customers on a live remote support to capture correct images for the return scenarios.
Tata CLiQ’s service agents have a unified view of the customer which delivered efficiency with intelligent dashboards and reports assisting teams with data driven decision making, after the technology’s implementation.