A direct-to-consumer household-appliance company with two brands
280,000 agent-led shopping chats in four months, converting at 11%.
A household-appliance company sells a large, fast-growing product range direct to consumers under two brands. Rather than another scripted chatbot, it built a shopping and support assistant on Agentforce that finds and compares products before purchase and manages orders and warranties afterwards.
At a glance
- Client
- A direct-to-consumer household-appliance company with two brands
- Engagement
- Commerce Cloud with a shopping and support agent
- Sector
- Retail
- Based in
- United States
The stack
01
The situation
What they were working against.
Shoppers needed help navigating a broad portfolio before they bought, and product, order and warranty support after. The company wanted to scale a personal standard of service globally without falling back on the traditional chatbot experience.
02
What was built
The build, in the order it happened.
Two brands, one commerce platform
Commerce Cloud unifying both brands, with customer data consolidated into a single view.
A shopping assistant, not a FAQ bot
The agent helps shoppers find and compare products, then manages orders and warranties after purchase, in the same conversation.
Service at scale
Automation now handles around 20,000 service chats a week, and a QR-code-triggered unboxing agent guides set-up once the product arrives.
03
The results
The assistant sells, then it serves.
In its first four months the agent handled 280,000 chats at an 11% conversion rate. Since the launch, conversion is up 6% year over year, items added to cart are up 14% and customer churn is down 58%.
- Chats handled by the agent in its first four months
- 280,000
- Year-over-year increase in conversion rate
- 6%
- Reduction in customer churn over the same period
- 58%
Client name withheld. Figures are as reported for this implementation; where one was a stated target rather than a measurement, the label says so.
04
Our read
How we would build this at your scale.
What we take from this build, and what the same outcome looks like for a team of fifty to five hundred people rather than a global enterprise.
Ground the agent on the catalogue and the order
Conversion at 11% comes from an agent that knows stock, specs and the shopper’s own orders. For a mid-size retailer that is a Commerce and Order Management integration before it is a prompt.
Agentforce & AI 02Pre-sale and post-sale in one conversation
The design decision that matters is not splitting the shopper between a sales bot and a service bot. Commerce, service and warranty data have to agree, which is an integration architecture question.
Integrations 03Churn is a data question
A 58% churn reduction is measured on a unified customer record. Without Data 360 or equivalent, you cannot see the number, let alone move it.
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