Revamping Blink Payment’s customer interaction

We started collaborating with Blink Payment, a fintech company specialised in processing commercial transactions, about 3 years ago, with the proposal to use the power of Salesforce Sales Cloud and Service Cloud to optimise operations and increase productivity. To do this, we intend to convert existing Apex code into more agile low-code solutions using Salesforce Flows, thus guaranteeing adaptability and scalability.

But how did we start working on improving customer support?

Transforming Blink Payment Customer Support

Together with Blink Payment, we’re implementing an enhanced Salesforce Einstein bot, which seamlessly integrates with both our client’s customer portal and WhatsApp support number.

How can Einstein and WhatsApp revitalise customer interaction?

This game-changing integration has transformed the way customers engage with these channels, for example with Whatsapp. Now, instead of waiting for human assistance, Blink Payment customers are greeted by our intelligent bot, which is equipped to handle the most common queries customers typically have.

But what if the bot can’t address a specific query, or if the customer prefers speaking to a human agent? No problem at all! We’ve got that covered too. Our bot effortlessly transfers the conversation to a live agent who steps in to provide personalized assistance through the Service Console.

And here’s the best part – even if there’s no agent available due to high workload or after-hours, our bot doesn’t leave the customer hanging. It proactively offers to create a case for them. If the customer agrees, an automatic case is generated, and the case number is promptly shared with them for future reference.

This ensures that clients receive support around the clock, with no query left unanswered. Whether it’s during peak hours or in the dead of night, customers can rest assured knowing that assistance is always just a message away. It’s all about providing unparalleled support and convenience to our valued clients.

Why is Salesforce Einstein 1 such a big deal?

Salesforce Einstein 1 represents a significant advancement due to its integration of AI into business workflows, which can profoundly enhance both agent productivity and customer experiences. By leveraging AI solutions supported by the Einstein Trust Layer, organizations gain access to a suite of capabilities encompassing conversational, predictive, and generative functions. These functionalities enable timely insights and smooth interactions, facilitating tasks such as data analytics and sales forecasting.

One of the key features of Salesforce Einstein 1 is its ability to transform raw data into actionable insights, leveraging diverse visualization tools for tasks like data analytics and sales forecasting. By providing real-time recommendations and enabling “what-if” analyses, it empowers decision-makers with valuable insights for informed decision-making.

Moreover, Salesforce Einstein 1 prioritizes privacy and security through encryption and compliance measures, ensuring that sensitive data remains protected. It also promotes transparency by enabling explainable AI, allowing users to understand how AI-driven outcomes are derived. Additionally, the establishment of an AI Ethics Council underscores its commitment to ethical AI practices, fostering trust in the system’s outcomes.

In essence, Salesforce Einstein 1 represents a comprehensive AI solution that not only enhances operational efficiency but also upholds ethical standards and promotes transparency in AI-driven decision-making processes.

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Bárbara Basílio

I find happiness questioning and exploring new angles with those around me. My office small talk would be "what's your biggest fear?". 🤓