Salesforce Help is a centralized hub providing resources like articles, Trailhead guides, videos, and more for resolving Salesforce product issues.
Contact Support enhances this experience through Einstein AI Case Classification, offering smart form submissions that both address customer issues and recommend optimal solutions.
Timeline
2023- Current
Skills
Product Design
User Research
Stakeholder Alignment
Accessibility Documentation
Branding Design
My role
Product Designer
Teams
Design, Product
Problem space
We seek to define how customer support functions in the AI agent era.
Salesforce's multiple support channels often struggle to provide accurate solutions tailored to specific cases, leading to inefficiencies in addressing customer issues.
Salesforce is working to unify its offerings into a seamless, integrated ecosystem to simplify navigation, enhance customer satisfaction, and deliver a cohesive user experience across its platform.
We believe that Einstein AI can be leveraged to simplify these flows and processes.
Impact
We transformed support from a reactive necessity into an AI-powered, intuitive experience that empowers customers before they even ask for help.
The Contact Support experience led to a significant improvement in customer outcomes, increasing resolution rates from 13% to 25% and helping more users find solutions without additional support.
Throughout the experience, Salesforce Help consistently maintained a 4.0 CSAT score, reflecting a reliable and user-friendly support journey.