SharkNinja speeds up service with Agentforce’s instant answers.

SharkNinja is a global product design and technology company, renowned for its two global brands Shark and Ninja, with a proven track record of bringing disruptive innovation to market.

SharkNinja needed a unified approach to serve its growing global markets.

SharkNinja has been whipping up innovation — and smoothies — since 1994, becoming a household name known for making everyday products cooler, smarter, and more fun to use. With gadgets that cover 36 household categories from cooking to cleaning to beauty, they’ve built a business that racked up over $5.5 billion in net sales in 2024. Driven by a passion for positively impacting consumers' lives in every home around the world, they continue to serve up game-changing designs their consumers love.

As SharkNinja expanded into more than 30 international markets, their customer service team needed a more efficient way to keep up with the growth and their consumers’ rising expectations for short hold times and quick answers. Support reps fielded hundreds of calls daily from eager consumers asking, “Where’s my order?” These inquiries, although simple, took time to answer and led to longer wait times all around. When consumers called in with complex troubleshooting requests, reps had to manually search through product manuals for answers, which further slowed them down.

The service team's reliance on disconnected systems compounded the challenge. These systems operated and stored their data separately. Without a unified view of each consumer's purchase and service history, reps struggled to deliver fast, consistent support. 

In addition to helping their service teams keep up with the company’s growth, SharkNinja recognized an opportunity to build even deeper connections with consumers. For example, suggesting a recipe that lets the consumer use their new appliance would help them get even more enjoyment and value from their purchase. But while the Ninja Test Kitchen regularly publishes tasty recipes that use their products in creative ways, SharkNinja previously lacked the tools to connect and promote these recipes to consumers during service interactions. 

SharkNinja knew that with the right solution, they’d be able to turn routine service inquiries into meaningful moments and not just keep up with growth — but rather fuel it with an engaging, personalized experience that builds loyalty.

Agentforce unlocks instant answers and faster product troubleshooting.

For SharkNinja, the key to faster, more effective customer service is Agentforce — the new agentic layer on the Salesforce Platform that delivers a digital workforce to answer consumer questions immediately, and in a conversational way. Not only will Agentforce be able to tell a consumer when their new Shark vacuum will arrive, it’ll be able to answer their question about whether using it outdoors will void their warranty.

“The unlock with Agentforce versus historical chatbots will be authenticity,” said Velia Carboni, SharkNinja’s Chief Information Officer. “Agentforce gives us that opportunity. It feels more personal, like a dialogue than a black-and-white ‘I ask this question, I get that answer.’”

All a consumer has to do is type their questions into the customer service chat and Agentforce will provide instant, accurate answers. Agentforce’s accuracy comes from its integration with the order and product data stored in Commerce Cloud, which SharkNinja will use to create and manage their online stores. Agentforce can reason through all of the consumer’s data, find the pieces of information relevant to each inquiry, and then include them in natural language responses in moments.

Automating responses to routine inquiries will clear up their reps’ time for in-depth consumer needs like product troubleshooting, which Agentforce is set to help with in the future. Agentforce can support reps by pulling details from sources like service records, product manuals, and past interactions and providing relevant details to reps instantly so they can solve consumer issues faster. To further speed up service, SharkNinja also plans to give Agentforce access to their extensive knowledge base. This will provide reps and consumers with instant, effective support across 36 product categories.

SharkNinja’s unified consumer experiences will run on the Salesforce Platform.

Building their customer support solution on the deeply unified Salesforce Platform is unlocking new ways for SharkNinja to streamline their processes and personalize the consumer experience from commerce to service and beyond.

For example, imagine a consumer who’s recently ordered a hair dryer from a Shark website and an air fryer from a Ninja site. Since SharkNinja's region-specific sites across Shark and Ninja are integrated with Commerce Cloud, the company has a unified view of the consumer’s data, including browsing and purchase history. 

Over time, the consumer notices her hair dryer’s airflow is weaker and drying takes longer. She starts an Agentforce chat on the company website, which helps her clean the hair dryer’s filter and vents. She then asks about her air fryer warranty, prompting Agentforce to escalate to a human service rep with all the context of the interaction thus far. 

Soon, SharkNinja’s service reps will also have access to the consumer’s purchase and chat history — such as model numbers, purchase dates, and relevant warranty details. This will be possible thanks to SharkNinja’s upcoming platform migration to Service Cloud, which will empower reps to manage cases, knowledge, and incidents collaboratively all from one place.

Agentforce will turn consumer service chats into revenue opportunities.

With Agentforce reasoning across SharkNinja’s unified consumer data from sales, service, and commerce, every routine inquiry will become an opportunity for cross-selling and post-sale engagement. 

When consumers ask about their orders, Agentforce will provide a status update along with tailored suggestions for complementary products. For example, if a consumer inquires about the delivery status of their Ninja CREAMi ice cream maker, Agentforce will share the estimated arrival date and seamlessly recommend browsing CREAMi reusable ice cream storage containers to store their homemade ice cream. Commerce Cloud powers these personalized recommendations by analyzing consumer behavior, including browsing habits and service inquiries, to promote complementary or upgraded products tailored to their needs. This is the power of apps, data, and Agentforce on one integrated platform. 

“Agentforce, to me, is the frosting on the cake,” said Carboni. “It takes us to a whole new level. There’s so much that we offer — how can I help the consumer navigate the products we sell? We want to delight them so much that they come back and buy the next thing.”

SharkNinja also envisions using Agentforce to share Ninja Test Kitchen recipes in every customer service interaction. When consumers reach out for product support, Agentforce will spark creativity with a recipe that helps the consumer enjoy their new appliance. For example, if a consumer asks how to use their new blender, Agentforce will provide tips and also share a Blueberry Power Smoothie recipe from the Ninja Test Kitchen. 

With dynamic, real-time recommendations, every consumer interaction becomes more meaningful, driving satisfaction and helping consumer get the most from their products. “There are recipes and hacks that can all be serviced via Agentforce,” said Carboni. “Whether you’re asking how to use the air fryer, how to cook a specific recipe, or how to prepare chicken...it’s an all-encompassing experience for the community.”

For SharkNinja, the major appeal of Salesforce is the deeply unified platform, which offers them a holistic solution to unify fragmented systems in a low-code way. Their ability to build a comprehensive customer support solution that doesn’t require a massive IT team to run it was crucial. 

Salesforce's flexibility also allows SharkNinja to maintain key third-party integrations, while moving toward a fully unified system. With centralized consumer and service data through Commerce Cloud and Service Cloud, and automated service processes through Agentforce, SharkNinja can now offer tailored product recommendations and provide personalized support. These improvements allow the company to scale efficiently.

SharkNinja brings data, apps, and Agentforce together to take action on consumer data at scale. This limitless digital workforce will help them fuel international growth and create the kinds of personalized experiences that keep consumers coming back for more.