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Kudosity is a messaging technology company that provides solutions such as conversational AI messaging to help businesses deliver authentic engagement at scale.
High-growth business needed to efficiently scale sales and service.
Since its inception, Kudosity has been at the forefront of innovation in messaging and achieved consistent year-on-year growth. Consolidating products and services under one unified brand positioned Kudosity for its next growth phase, but the company needed to scale sales and service.
Before the change in company structure, Kudosity’s brands operated in silos with their own processes and data. Kudosity wanted to eliminate these silos and equip teams with consistent processes and a single source of truth for customer data.
Kudosity also sought to scale omni-channel support to increase efficiency and give customers more choice in how to engage.
Agentforce unlocks new capacity to fuel growth and engagement.
Kudosity is using Agentforce to solve its challenge of scale and engage customers via their preferred channels. The company’s first agent has been deployed on its website, where it autonomously engages with customers and responds to frequently asked questions using conversational language. The agent, known as Emily on the website, can serve up relevant knowledge base articles, raise support tickets, and seamlessly hand over to team members when inquiries are more complex or require a human touch.
The agent also quickly surfaces customer information and summarises past interactions to help team members deliver efficient and personalised support. Information is retrieved from Data Cloud, which provides zero-copy integration with BigQuery to give agents real-time access to the data they need to work.
Deployed with support from ProQuest Consulting, the agent is the first of several that will be used to unlock capacity and transform customer engagement. The company is already exploring agents to streamline routine processes like appointment scheduling, onboarding, and the calculation of pricing.
Pricing is particularly time-consuming, with key sales team members spending significant time manually compiling custom quotes. Deploying a pricing agent would free these team members to focus on selling and support Kudosity’s continued growth.
What’s most exciting about Agentforce is how quick and easy it will allow us to build agents ourselves, so we can continue increasing capacity and enhancing customer engagement.
Tori StarkeyChief Marketing Officer, Kudosity
Sales Cloud unifies previously siloed teams to accelerate sales.
Kudosity has taken advantage of Sales Cloud to transform its sales organisation. Sales reps now have consistent and mature sales processes that help move deals forward. There’s also better tracking of deals from one stage to the next which has improved forecast accuracy.
Kudosity has additionally enhanced collaboration. Reps communicate and coordinate workflow using Slack and share a single source of truth for sales and customer data.
The depth and integrity of this data have been improved by removing silos and integrating data from BigQuery and Kudosity’s messaging platform into Salesforce. This resulting insights could be used to identify opportunities for cross-selling and upselling based on customers’ profiles.
Kudosity is also using Marketing Cloud Account Engagement to interact and learn more about its customers via the website.
In the future, Account Engagement will help to automate onboarding and support the seamless conversion of trial users to paid customers.
Kudosity is also exploring how to accelerate sales with Agentforce. For example, an agent could autonomously qualify leads before passing them through to sales reps with accompanying insights. A sales coach agent could also be introduced to help reps answer tricky questions and counter objections.
Agentforce has positioned Kudosity for its next growth phase by unlocking capacity and helping to scale sales and service with digital labour. Combining the power of Agentforce with Sales Cloud will amplify the benefits of the company’s recent sales transformation and provide a complete platform to accelerate growth.