Case Study: SharkNinja delights customers with agentic unboxing support from Salesforce

SharkNinja expects 30% autonomous resolution with Salesforce

SharkNinja, a company known for its high-performance home appliances, faced a challenge in providing clear post-purchase support for its complex products, such as the Ninja Luxe Café Premier espresso machine. Customers were confused by static PDF instructions, leading to thousands of service inquiries and long call handle times. To address this, SharkNinja partnered with Salesforce to implement an agentic unboxing support solution powered by Agentforce.

Salesforce's solution provided customers with interactive, step-by-step guidance via a QR code, allowing them to get real-time, model-specific help during setup and use. This agentic support autonomously handles a high volume of inquiries, leading to significant results. Salesforce helped SharkNinja achieve an expected 30% autonomous resolution rate, assisting approximately 1,000 customers daily and freeing up service representatives to handle more complex issues.

SharkNinja