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Products Used
Wellness Extract aims to scale customer engagement without increasing costs. With Agentforce, they’re automating supplement education, personalizing interactions, and planning to double website sales.
About Wellness Extract
Wellness Extract creates science-backed supplements to support healthy living. Serving wholesalers, practitioners, and individuals, they help their customers treat a variety of health conditions.
The Challenge for Wellness Extract
Wellness Extract wants to scale a personalized experience for supplements.
Wellness Extract is on a mission to make wellness more accessible and improve the lives of people facing chronic illness through science-backed supplements like pure Vitamin E. With the global health supplement market expected to reach $300 billion by 2028, Wellness Extract is positioning itself to expand brand awareness and deepen connections with customers by driving more sales through its website. Currently, 70% of their sales come through resellers like Amazon, but with a direct-to-consumer approach, Wellness Extract aims to increase sales per visit by providing on-demand supplement knowledge and guidance.
CEO Virender Dass says it best: "In healthcare, knowledge is the key to wellness." But as the company grew, maintaining this level of tailored support at scale became unsustainable.
Many customers contacted the support team about supplement interactions because calling was easier than searching through the 500+ knowledge base articles available on the website. Wellness Extract wanted to keep up with demand but couldn’t significantly increase operational costs.
To improve efficiency while staying true to their mission, Wellness Extract recognized that they needed to consolidate all this knowledge and customer data together in one place and make it actionable. For example, when customers asked about supplement interactions or specific health benefits, the support team had to gather information from those same knowledge base articles, along with blogs and past customer feedback — making it time-consuming to address each customer’s unique needs. As a small, growing company, Wellness Extract had implemented a DIY AI solution to help manage this — but it lacked the scalability, flexibility, and trustworthiness needed to handle the increasing volume of customer requests and ensure they were delivering accurate information every time.
"I have been experimenting with all the LLMs that are available in the market,” says CTO Saharsh Dadhwal, “and none of them are enterprise-ready. The big difference that I see between Salesforce and other LLMs is the data integrity. That's a very powerful message that our customers can reach out at any time and they will still get reliable information every time."
Wellness Extract found the right fit to their scalability solution with Agentforce, providing a digital labor force to streamline operations, deliver customized and science-backed insights within prescribed guardrails, and support ambitious growth goals — all while staying true to its mission of improving the quality of life for more people.
How Salesforce Helps Wellness Extract
Agentforce will provide expert knowledge at scale to guide every customer.
Wellness Extract will provide immediate, personalized wellness knowledge to every customer with Agentforce — the new agentic layer of the Salesforce Platform. Agentforce will autonomously manage inquiries, educate buyers across multiple channels, and serve as the first point of contact for inquiries on WhatsApp, email, Wellness Extract’s website, and an authenticated portal. The always-on digital labor force will ensure faster service, efficiently handle common questions, and prioritize complex issues for service reps – all while remaining HIPAA compliant in its interactions with every customer.
Agentforce will integrate seamlessly with Service Cloud, Marketing Cloud, and Data Cloud. Acting as the central knowledge hub, Data Cloud stores and organizes over 500 articles, 100 blogs, call transcripts, and call records. It also aggregates data from social media, Amazon, and Google Analytics, enabling Agentforce to deliver relevant, insightful responses and guided purchasing decisions at scale. With Agentforce’s digital labor powered by this robust Salesforce implementation, Wellness Extract can eliminate the need to outsource service support, reducing costs while delivering consistent, always-on service.
“Our goal is to create a wellness agent to educate customers, not just sell products,” says Dass. “With Agentforce, we will guide customers to the right ingredients and help them transition to a life without supplements.” Instead of customers waiting in a queue or navigating complex FAQs, Agentforce will autonomously respond to inquiries about product usage, returns, and dosages with accurate, tailored responses.
But one of the most powerful aspects of Agentforce are the guardrails that Wellness Extract can establish and customize, letting them trust Agentforce to not only deliver the right health information but also stay within strict compliance boundaries. Wellness Extract can ensure the right knowledge base is used, research and clinical studies are provided when needed, and every interaction stays within HIPAA regulations. For more complex cases, such as detailed dosage recommendations for customers with specific medical needs, the issue will be escalated to a trained rep. They’ll instantly see the conversation history, ensuring customers don’t have to repeat themselves and receive seamless, personalized service.
Agentforce projected to double revenue from website orders with individualized, data-driven customer support.
Wellness Extract has built a 360-degree view of each customer with Data Cloud, so Agentforce can use past order history, preferred channels, and other insights to deliver a highly personalized experience that translates to revenue.
Wellness Extract uses a quick quiz on their website to offer specific supplement recommendations based on customers’ health goals. After customers take the quiz, Marketing Cloud triggers a campaign with targeted product suggestions. In the future, Wellness Extract plans to enhance this process with Agentforce, which will tap into the knowledge base in Service Cloud to share resources that give relevant information about the recommended products. This added layer of personalization helps customers feel more confident in their choices, provides them with the information they need to make informed decisions, and ultimately leads to higher-value purchases.
Wellness Extract also plans to create a streamlined buying process for repeat professional customers, such as wholesalers and practitioners, through a dedicated authenticated portal where Agentforce will make self-service simple and seamless. Customers can manage orders, ask questions, and get instant, tailored answers and recommendations from the autonomous agent.It will also simplify the process for practitioners, such as naturopaths, by helping them explore partnership opportunities, learn about practitioner programs, and connect with a representative for tailored support.
With these improvements, Wellness Extract expects to see website orders average $100 — double the value of similar sales on Amazon.
Agentforce will save reps around 20 hours a week by helping them deliver more efficient, personalized support.
Wellness Extract will use Agentforce to scale their support operations as the company grows. Instead of hiring more staff, they can rely on a limitless digital workforce to instantly process vast amounts of data and deliver precise, individualized answers with citations in seconds — all day, every day. It also works alongside service reps seamlessly handing off complex or high-value cases with all the context they need. For example, practitioners inquiring about partnership opportunities or ambassador programs will be able to connect with live support for in-depth, one-on-one guidance.
Practitioners will be able to track supplement usage, schedule follow-ups, and even request feedback. Agentforce will synthesize insights from Wellness Extract’s extensive Data Cloud library and learn from every interaction to provide tailored responses. This shift will help Wellness Extract service reps save 20 hours of talk time per week.
“Agentforce is the only tool which can take us to that kind of scalability where we are able to touch the highest number of lives,” says CEO Virender Dass, underscoring its potential to revolutionize their operations.
Agentforce is the only tool we found, after much analysis, that has the capability to provide a seamless integration with all our processes, and ensure that the data is secured and the sources are reliable and traceable.
Saharsh DadhwalCTO, Wellness Extract
The Salesforce Difference
Agentforce will give Wellness Extract the scalability it needs by integrating seamlessly with solutions the company already leverages on the Salesforce Platform. With Data Cloud, Marketing Cloud, Service Cloud, and Experience Cloud working together, Wellness Extract can consolidate customer data from multiple sources into one unified view, making it easier for the company to personalize customer interactions at scale.
By tapping into Service Cloud’s centralized knowledge base, Agentforce delivers fast, accurate answers across multiple channels. This digital workforce allows Wellness Extract to meet customer needs around the clock, offering unmatched service and personalization. The Trust Layer ensures that sensitive health data is handled securely, giving Wellness Extract peace of mind that it remains HIPAA compliant as it scales.
With Agentforce running on Salesforce, Wellness Extract won’t need to rely on a patchwork of tools or third-party vendors. They’ll have a developer-free, cost-effective solution that scales with their growth so they can provide the high-touch, personalized experience they want while reducing operational costs — something that’s crucial as they expand.
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