Turning Website Inquiries Into Intelligent Engagement

The client is a leading provider of self-directed retirement account administration services, helping investors diversify portfolios through alternative assets such as real estate, private lending, precious metals, tax liens, and cryptocurrency. With a strong focus on compliance, education, and personalized service, the company supports investors nationwide.

The client wanted to modernize website-based customer engagement with faster support, better lead capture, and efficient inquiry management. Existing processes were largely manual, increasing response times and agent workload. After-hours inquiries required follow-up, existing customer records were hard to identify, and duplicate leads affected CRM data quality. Agents also spent significant time collecting information before resolving issues. The business needed an intelligent, scalable platform to automate engagement, identify customers accurately, route inquiries, and maintain a personalized support experience.

Korcomptenz implemented Salesforce Service Cloud as the centralized platform for customer support and lead management. Einstein Bot was deployed to automate conversations, qualify inquiries, and capture customer information through Messaging for Web powered by advanced AI. Omni-Channel Routing enabled seamless transfer from chatbot interactions to available support agents.

The solution included intelligent customer matching across Person Accounts, Leads, and Messaging Sessions to reduce duplicate record creation. Salesforce Flows and Apex automated lead creation, case generation, customer identification, and messaging session management. Dynamic routing logic supported both live and offline engagement, ensuring inquiries were captured even outside business hours. 

• Improved customer experience with instant chatbot responses and reduced wait times.
• Increased support efficiency through automated intake, qualification, and routing.
• Reduced manual effort for agents by automating repetitive workflows.
• Improved CRM data quality by minimizing duplicate lead creation.
• Strengthened lead generation by converting website visitors into qualified leads.
• Enabled seamless chatbot-to-agent handoffs with full customer context.
• Ensured after-hours inquiry capture so no customer request was missed.
• Built a scalable foundation for future service automation.