As sales grew, so did the volume of customer queries, ranging from installation help to warranty issues. Their team handled over 1,500 support requests per week, mostly via email and phone. Wait times stretched, first-response SLA was consistently missed, and customer satisfaction scores dipped. The company was also losing cross-sell opportunities due to lack of follow-up.
Intelligent Customer Support in Consumer Goods: How an AI Chatbot Cut Support Costs by 40%
Learn how Redtag helped a household appliance brand reduce support costs and increase customer satisfaction, without adding agents or losing the human touch.
About:
Our client is a Europe-based home appliance manufacturer, known for kitchen and laundry products sold across 20+ countries. The brand is widely recognized for sleek design, sustainable materials, and reliable performance. While product demand surged in recent years, their customer service model remained outdated and expensive.
CLOUDS & TECHNOLOGIES:
Agentforce
Service Cloud
Revenue Cloud (CPQ)
The challenges
A Costly Bottleneck in Support
Scaling with more agents wasn’t sustainable. They needed a way to handle growing support demand.
The solution
Agentforce to the Rescue
To address the growing support demand, Redtag introduced a tailored, multi-layered solution built around Agentforce — an AI-powered chatbot designed for Salesforce. Integrated with Salesforce Service Cloud and RCA, the setup connected customer support with product, pricing, and order data for a seamless service experience.
Key features implemented:
- AI-powered self-service – Agentforce handled routine queries like user manuals, installation guides, delivery tracking, and warranty checks.
- Smart ticket routing – Complex cases were auto-tagged and routed to specialized teams using Service Cloud workflows.
- Automated quote generation – RCA was connected to service cases, enabling support agents to create upgrade offers and extended warranties on the fly.
- Knowledge article delivery – Agentforce pushed real-time solutions based on KCS articles, reducing reliance on human agents.
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The RESULT
The Results: Scalable, Predictable, and Fast
It didn’t take long – by month three, the impact was visible across the board:
- 40% reduction in support costs – Thanks to lower ticket volumes and fewer agent hours.
- 90%+ first-contact resolution for routine queries – Via Agentforce, with a satisfaction score of 4.8/5.
- 3X increase in upsells during support conversations – With automated quotes and bundled offers.
- 50% faster onboarding for new agents – Thanks to unified service data and automated workflows.
Today, the company delivers faster support, happier customers, and more efficient operations across Europe with a leaner, smarter support team and AI that truly understands their products.
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