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CASE STUDY

Specialty Retailer: 4.7/5 CSAT with Salesforce Service Cloud + Conversational AI

A specialty retailer modernized customer service with Service Cloud + Einstein conversational AI. Result: 38% deflection rate, 4.7/5 CSAT, lower per-contact cost.

May 9, 2026 · 2 min read · By admin
At a glance
38% CHANGE
Industry
Retail
Topics
Salesforce · Service Cloud
Published
May 2026
Headline outcome
38% 38% deflection rate via conversational…

Measured outcomes

What this programme actually delivered.

38%

38% deflection rate via conversational AI

4.7

CSAT 4.7/5.0 (was 3.9/5.0)

32%

Per-contact cost down 32%

22%

Average handle time down 22% on escalated calls (full context preserved)

The challenge

A specialty retailer with 800 stores ran customer service on a legacy contact-center stack with no omnichannel context. A customer could call, chat, and email about the same issue and create three disconnected cases.

What Mergen built

Service Cloud unified case management with omnichannel context. Einstein conversational AI handles top-30 intents (order status, returns, store-locator). Knowledge base re-architected so agents and AI both surface the same authoritative answers.

Outcomes

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