SAN FRANCISCO, April 21, 2021 /PRNewswire/ -- Salesforce,
[NYSE: CRM], the global leader in CRM, today announced that Sonos,
the world's leading sound experience company, is using Salesforce
to transform its digital shopping capabilities and deliver more
personalized customer experiences from anywhere.
When the COVID-19 pandemic hit, many Sonos retail partners were
forced to close their doors, shifting how consumers discover and
shop for Sonos products. At the same time, Sonos saw a surge in
demand for its multi-room wireless home audio systems as
people looked to make the experience of being at home more
enjoyable through music, audiobooks, podcasts, movies, TV, and
more.
Service tools drive Sonos' customer experience
To
meet this massive influx in consumer demand, Sonos was able to go
digital quickly using the Salesforce platform — growing its
direct-to-consumer business by 84% year-over-year while giving
agents the tools they needed to deliver the same incredible service
that customers experienced in store from anywhere:
- Elevated and Efficient Customer Service: Today, one of
Sonos' biggest drivers of new business is customer referrals, based
on high customer satisfaction. As a part of the company's shift to
selling direct-to-consumer, Sonos saw a 24% increase in the volume
of customer service inquiries in July
2020, which it was able to easily manage using Service
Cloud's automated chatbots. Other service tools like automated call
routing and the AI-powered 'Next Best Actions' recommendation
engine have reduced average customer service call times by 10%.
Finally, Service Cloud has helped increase employee productivity,
with agents able to resolve inquiries faster and reduce onboarding
time.
- Shopping from Anywhere: Using Commerce Cloud, Sonos
built a connected direct-to-consumer e-commerce website so that
customers can buy its best-in-class sound experience products from
anywhere. This e-commerce website has also helped Sonos keep up
with the significant increase in demand that it experienced during
the pandemic, and easily adapt to any disruptions in the
fulfillment process.
- Personalized Omnichannel Engagement: With technology
from Marketing Cloud, Sonos can better connect with customers
through email, mobile, or social channels. These tools help Sonos
to deliver smarter, more engaging communications by delivering
personalized messaging and promotions at the right time — yielding
better customer experiences and delivering significant revenue
growth.
"Things are always changing so being adaptable — empowering your
people to be able to do what they need to do in the moment — is
absolutely critical for us," said Patrick
Spence, CEO, Sonos. "Salesforce's technology enabled us to
both be successful having all of our employees working at home and
also shift our business to direct-to-consumer, which allowed us to
scale and support all of our customers as we hit a period of
tremendous growth."
"Service is no longer just about solving problems — it's about
building trust and proactively delivering great experiences to
create lifelong relationships with customers," said Clara Shih, CEO of Service Cloud, Salesforce.
"Sonos is making data-driven customer service a priority by
providing their service agents with the context and insights to
deliver the best experience from anywhere."
Tune into today's Success Anywhere World Tour on Wednesday, April 21 at 9:00 a.m. PT/12:00 p.m.
ET to hear more about how Salesforce is reimagining the
service industry and how Sonos is servicing customers from
anywhere, digitally. Register here.
About Sonos
Sonos (Nasdaq: SONO) is the world's
leading sound experience company. As the inventor of multi-room
wireless home audio, Sonos innovation helps the world listen better
by giving people access to the content they love and allowing them
to control it however and wherever they choose. Known for
delivering an unparalleled sound experience, thoughtful design
aesthetic, simplicity of use, and an open platform, Sonos makes the
breadth of audio content available to anyone. Sonos is
headquartered in Santa Barbara,
California. Learn more at www.sonos.com.
About Salesforce
Salesforce, the global CRM leader,
empowers companies of every size and industry to digitally
transform and create a 360° view of their customers. For more
information about Salesforce (NYSE: CRM), visit:
www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit https://www.salesforce.com, or call
1-800-NO-SOFTWARE.
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SOURCE Salesforce