Improving Customer Experience with Agentforce Service Agent
A specialty manufacturer's highly technical products made it difficult for customers to determine the right fit on their own, pulling technical sales reps into a steady stream of routine inquiries. Acquis deployed a Salesforce Agentforce Service Agent to guide customers to the right product through conversation and route qualified leads to the correct sales representative, freeing the sales team to focus on higher-value and pre-qualified opportunities.
Limited product visibility and technical support
As a specialty manufacturer, the client's products serve highly technical, application-specific use cases. While users could access comprehensive product information on the company’s website, prospective customers often struggled to identify the right product, compare available options, or understand which solution best fit their requirements.
As a result, the company's technical sales team spent significant time responding to routine product inquiries and directing customers to existing information. This created unnecessary friction in the buying journey and limited the sales team's ability to focus on qualified prospects and higher-value customer conversations.
Deploying a conversational Support Agent
Acquis partnered with the client to deploy a Salesforce Agentforce Service Agent directly within its website, giving customers immediate access to product guidance through a conversational experience.
Rather than requiring customers to search across multiple product pages or contact technical support, the agent asks and answers questions about the customer's intended application, using Salesforce Data Cloud to retrieve accurate, real-time information from the client's website. Customers receive relevant recommendations, product comparisons, application guidance, and answers to technical questions within a single conversation, reducing the effort required to evaluate products.
Beyond improving the customer experience, the Service Agent also serves as an extension of the client's sales process. As conversations progress, the agent identifies qualified opportunities and routes leads through Salesforce to the appropriate sales representative based on territory, allowing the company to connect prospective customers with the right representative more quickly while supporting its complex territory management model.
Less friction, more lead flow
By providing immediate product guidance grounded in the client's own website content, the Service Agent helps customers find the information they need without relying on technical sales support, creating a more intuitive and efficient buying experience. The agent answers routine product inquiries through the website, allowing technical sales representatives to spend more time engaging qualified buyers and addressing higher-value opportunities.
The solution strengthens lead management by qualifying prospective customers during the conversation and routing them directly to the appropriate sales representative. Faster connections between interested buyers and the right sales team help expand the pool of qualified opportunities and support shorter sales cycles.
Do more with Salesforce
Connect with Acquis to explore the possibilities of Agentforce for your organization