employees' questions about the virus, benefits, and remote work.
In March, Benefitfocus employees suddenly had to work from home, leaving them without access to their usual desktop equipment and coworkers. At the same time, their customers needed to quickly communicate accurate, timely information about the pandemic to their own worried workers amid a tide of rumors and changing official advice. Benefitfocus needed to set up new systems fast in order to continue serving customers in a virtual environment.
As the crisis continued, Benefitfocus expanded the community resource center to include advice about managing workforce reductions and supporting employee morale. The company adopted Service Cloud Chat to provide customers 24/7 online chat support. Then it rolled out Salesforce Einstein Bots, which uses AI to analyze incoming cases and make intelligent suggestions about the best actions that service representatives should take next. Service requests are automatically routed to available agents with the optimal skills for each case.
Before, most of the inbound contact would have come through a more resource-intensive channel like the phone. Now, agents can handle multiple chat sessions at the same time, resulting in more efficient engagement.Deploying an arsenal of tools in Salesforce Service Cloud helped Benefitfocus improve its platform while weathering the pandemic and set the company up for future success.