Case Study: an international manufacturer creates a seamless support experience with Spinnaker Support and Salesforce Live Agent

an international manufacturer reduces support wait frustration with Spinnaker Support

An international manufacturer wanted to improve client experience for product support and RMA requests, as its portal lacked real-time support. Customers faced slow response times and had to repeat information already in the portal. Spinnaker Support was engaged to address this challenge.

Spinnaker Support implemented Salesforce Live Agent as a chat widget within the customer portal. This provided real-time support with queue updates and used a pre-chat form to fetch device data, eliminating repeat questions. The solution created a seamless UX, empowering customers and reducing call duration and frustration for agents.