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Optimizely Launches Operations Experimentation Application on Salesforce AppExchange, the World's Leading Enterprise Cloud Marketplace
Optimizely’s customers will now be able to maximize call center efficiency and customer satisfaction
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.
Operations Experimentation (OpX) for Salesforce
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.
Comment on the News
“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
Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies to sell, service, market, and engage in entirely new ways. With more than 6,000 listings, 8 million customer installs, and 90,000 peer reviews, it is the most comprehensive source of cloud, mobile, social, IoT, analytics, and artificial intelligence technologies for businesses.
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About Optimizely
Optimizely is on a mission to make the lives of marketers better with Optimizely One, the world’s first operating system for marketing teams. Optimizely One combines industry-leading solutions across content management, content marketing, experimentation, commerce and personalization, powering every stage of the marketing lifecycle through a single, AI-accelerated workflow. With the flexibility of a fully composable platform, Optimizely is proudly helping global brands like H&M, Salesforce, Zoom and Toyota create content with speed, launch experiments with confidence, and deliver experiences of the highest quality. Learn more at optimizely.com.
Optimizely, Optimizely One, and NetSpring are the trademarks of Optimizely North America Inc., and are registered (or registrations are pending) in the US, EU, UK and other countries. All third-party trademarks cited are the property of their respective owners and are used only for reference purposes.