Case Study: hearX Group improves omnichannel customer support with Noltic

hearX Group reduces callbacks and boosts response efficiency with Noltic

hearX Group, a global leader in hearing health solutions, faced challenges with its customer support operations after migrating to Salesforce. Their issues included chaotic agent workloads, inconsistent customer history, and a lack of a unified messaging system. They engaged the vendor Noltic and leveraged Salesforce Service Cloud to streamline their omnichannel communication and fix problems with call routing and case management.

Noltic implemented a comprehensive solution that included fixing case creation, introducing lead sequencing, and enhancing omnichannel routing across SMS, Facebook, and in-app channels. They also set up the Visual Remote Assistant for video calls with screen sharing. As a result, hearX decreased callback wait times, improved call handling efficiency, and accelerated operations, which reduced workload and increased customer satisfaction. The improvements also led to higher lead conversion rates and ensured compliance for their US-based insurance customers.

hearX Group