Optimizely’s customers will now be able to maximize call center efficiency and customer satisfaction
San Francisco, September 21, 2020 – Optimizely, the leader in progressive delivery and experimentation, today debuted a new product integration, Operations Experimentation (OpX) for Salesforce. OpX connects Optimizely's experimentation and feature management capabilities with Salesforce Service and Sales Clouds. It helps customer support teams test Salesforce layouts, processes, and workflows to increase productivity, unlock revenue potential, and deliver improved experiences faster.
Providing exceptional customer support is critical to a company’s bottom line. U.S. businesses lose an estimated $62 billion each year following poor customer experiences, and one-third of Americans will contemplate switching companies after just one negative interaction. Customer support teams spanning finance, insurance, and healthcare industries who are already following call center best practices are looking for new ways to further improve their customer experiences. With OpX, support teams benefit from Optimizely’s test-and-learn approach to discover new ways to reduce average call time, transfer rates, and repeat calls to ultimately support greater customer satisfaction and loyalty.
Built on the Salesforce Platform, Operations Experimentation (OpX) for Salesforce is currently available on AppExchange at https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000G9uvtUAB.
OpX mitigates the risk and uncertainty associated with implementing changes by enabling teams to experiment with different Salesforce layouts, call scripts, workflows, and backend processes, and measure the effectiveness of new features. Customer support teams can determine which experiences improve important metrics the most before delivering an update to thousands of agents, or before updating a process that impacts hundreds of thousands of customers. They can also determine which process is best at automating repetitive tasks, freeing up time for agents to assist more customers.
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“The ongoing pandemic has accelerated business’ need to understand and respond to changing consumer behaviors, which we’ve also witnessed through an increasing number of experiments being run on our platform,” said Byron Jones, VP of Product and Partnerships at Optimizely. “As we continue to collaborate with Salesforce, OpX will extend the benefits of experimentation to more than 150,000 companies, equipping them with the tools they need to confidently execute improvements and deliver enhanced customer experiences faster.”
About Salesforce AppExchange
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Optimizely's leading platform offers a complete set of digital experience optimization technologies, including AI-powered personalization and experimentation, which encompasses A/B testing, multivariate testing, and server-side testing. We take out the guesswork to enable brands to deliver relevant experiences driven by data. The world's greatest brands choose Optimizely to win and compete in the digital economy, including Gap, StubHub, IBM, The Wall Street Journal, and many more. To learn more, visit optimizely.com. On September 3, 2020, Episerver, a leader in the Gartner Magic Quadrant for Digital Experience Platforms, announced that it entered into a definitive agreement to acquire Optimizely. Read more here.
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