Twistellar

Description

Vivino is a leading global platform for wine discovery and shopping that serves over 65 million users worldwide. As the platform scaled, the company struggled to maintain consistent customer support quality and identify the root causes behind low customer satisfaction scores using only manual reviews. Twistellar solved this by implementing Salesforce native surveys and Salesforce Agentforce to fully automate support case analysis. This AI-driven transformation eliminated operational blind spots, delivered actionable insights for agent coaching, and established a scalable foundation for future AI expansion across the business.

Solution

To resolve these operational hurdles, Twistellar began by deeply integrating Vivino into the Salesforce ecosystem. The agency replaced the legacy customer satisfaction system with native Salesforce survey functionality. This architectural shift was an essential first step to enable seamless automation and AI-driven data processing. Next, the team implemented Salesforce Agentforce to automate the evaluation of customer support interactions. Twistellar configured the AI solution to specifically track patterns in low satisfaction scores while evaluating the tone and communication style of individual agents. To organize this data, the agency built a custom QA Review object tied to a comprehensive scorecard, which allowed the system to perform automated quality assessments on targeted cases. Finally, Twistellar developed a centralized performance dashboard so management could easily monitor service quality and agent performance in real time.

Résultats

While the project was recently completed and long-term resolution efficiency is still maturing, the collaboration successfully established a highly scalable, data-driven foundation for support operations.

• Successfully launched and integrated an AI-powered Salesforce Agentforce solution tailored to Vivino's specific case resolution needs.
• Fully automated the analysis of support cases that receive low customer satisfaction ratings (1 to 2 stars).
• Implemented randomized, automated agent performance reviews using the newly developed QA Review object and scorecard.
• Delivered a centralized management dashboard that provides actionable visibility into agent performance and overall customer experience trends.
• Empowered system administrators with a flexible architecture that allows them to easily update quality analysis rules as business requirements change.
• Prepared Vivino for future AI expansion into marketing and sales by standardizing feedback structures and tone-of-voice analysis.