How 1-800Accountant Uses Agentforce to Serve Customers Better

1-800Accountant, America's leading virtual accounting firm, was founded by international accounting veterans intent on sharing their professional expertise with small business owners in every state and industry. This was achieved by pioneering an innovative, done-for-you service model that combines expert CPAs with technology, enabling business owners to minimize financial tasks while we maximize their tax savings.

Our Client Success team, supported by Salesforce's game-changing Agentforce autonomous AI, has been integral to 1-800Accountant's operations and illustrates our ongoing commitment to the success of our clients. 

Why 1-800Accountant is Using AI Agents Alongside Human Customer Service Teams

Recently, 1-800Accountant has significantly invested in our client experience, from launching a new website, introducing innovative Client Portal features, and establishing our designated Client Success team. While the customer service initiatives implemented by Client Success have increased client satisfaction and retention, we are committed to delivering significantly more value and efficiency with our technological partner, Salesforce.

Since implementation, Agentforce has supported our team's efforts by handling common, time-consuming tasks, particularly during seasonal periods when inquiries and help requests tend to surge. This frees our Client Success team to focus on addressing complex issues while delivering an unprecedented new level of support to our small business clients.

How We’re Deploying Agentforce to Improve Our End-to-End Customer Experience

1-800Accountant's Phase 1 initiatives focused on strategic Agentforce deployment, data gathering, and analysis.

Initial Phase 1 performance has yielded positive results. Agentforce interactions have provided more granular client sentiment, giving us the critical insights needed to refine our financial services to suit their needs better ahead of tax season. Agentforce has also enhanced Salesforce reporting, refining the experience with intuitive new features.

Externally, Agentforce immediately impacted the adoption of financial services and solutions. Agentforce autonomous AI agents analyze client inquiries and provide service recommendations, including business entity formation, payroll, and bookkeeping. This Agentforce-led approach has streamlined this process, ensuring our clients get the services they demand faster than ever.     

How Agentforce Makes Us a More Responsive, Helpful Partner for Small Businesses

Agentforce has empowered 1-800Accoutant to be a better, more responsive partner to our clients. Three areas of focus Agentforce has improved include:

• Inquiry Response Time and Resolution: Buttressed by our internal resources and knowledge bases, Agentforce autonomous AI agents have delivered prompt, personalized responses to numerous clients in a tone consistent with our Client Success team. If Agentforce encounters a specific request it cannot address, it seamlessly escalates the case, ensuring that 1-800Accountant's customer needs are rapidly addressed and resolved.

• Client Success Time Savings: Agentforce utilizes statuses and dependent qualifications to address common client requests and inquiries efficiently. This frees the Client Success team to focus on the most complex and pressing client issues while Agentforce handles the rest.  

• Cross-Functional Collaboration: Agentforce empowers IT teams, service agents, and accountants by freeing them to focus on critical tasks and strategic pro-growth initiatives that have strengthened our brand and expanded our market share. This improved efficiency allows customer-facing roles to dedicate more time to diving deeper with clients, being more proactive in service, and ensuring financial tasks are completed faster while maintaining accuracy, leading to increased customer satisfaction.