Appliance Brands
Resolve more, faster, without growing your team or losing the quality that protects your brand.
Your customers reach you without a record, so every contact starts with detective work before your team can even help. ReDEFY cuts that to the first minute, resolves more on the first contact, and helps your agents move through the work behind every case, so handle time drops and quality holds. On Salesforce, live in weeks.
30 minutes. Bring your busiest support week. We'll show you what changes.
We know what's driving up your handle time.
Your customer bought through a channel you don't control, so when they reach out about a unit, your team is starting from close to zero. That, and everything after it, is cost you carry on every contact.
- Every contact opens with detective work — where did you buy it, when, is it covered — before your agent can help. That is handle time on every single case.
- A large share of "defects" are usability problems, so units come back as returns and customers come back as repeat contacts you didn't need to take.
- Email backlog and response times climb in peak season, right when volume and frustration are highest.
- The routine questions swallow your team, so your best agents spend their day on contacts that never needed them.
- New agents take months to ramp, because the knowledge that makes a veteran fast lives in their heads.
- A negative review on your site sits there unaddressed, because no one has the bandwidth to turn it into an action.
None of that is a headcount problem. It is about placing the customer fast, resolving on the first contact, and giving your team the context and help to do it.
Place the customer in the first minute.
Because your customers reach you without a record, the first job is to place them fast. The agent establishes where and when they bought, confirms the product and whether it is still in warranty, and moves straight to resolving — without a frustrating back-and-forth that inflates handle time on every case.
And that first contact is often the first time you can capture this customer at all: warranty enrollment turns an anonymous channel buyer into a customer you finally have on record, so the next contact starts faster.
Fix it once, without creating the next contact.
When a unit needs replacing, we help your team do it right the first time — including the part most tools miss: checking that the customer's existing accessories still fit the replacement, so you don't solve one problem and create another contact.
Guided resolution also means the units that aren't actually broken get the customer working again, instead of coming back as a return and a repeat contact you didn't need to take.
Turn a bad review into a resolved case.
A negative review on your site is an escalation you can still get ahead of. We can turn those reviews into cases your team can act on, so instead of sitting there unaddressed, an unhappy reviewer becomes a resolved issue — and often a corrected review. It catches the problem before it becomes a public one, and protects the ratings your growth depends on.
Every contact, and every agent, on one platform.
Email, chat, phone, and your on-site reviews all become structured cases on one platform, so nothing gets lost in an inbox or a thread, and your backlog stops hiding in email. Every contact is captured, with full context, so your team never starts from zero.
On the same platform, AI helps your agents move faster through the work each case creates: the warranty check, the replacement, the follow-up — drafted and teed up for review instead of built from scratch. Your agents can also call on an AI assistant right in Slack, where they already coordinate, to get the answer or the next step in the flow of work.
And over time, those captured contacts build and refresh your support knowledge, so the answer that took a veteran to find is there for everyone — new agents ramp faster, and both your people and your agents keep getting sharper.
Resolve every customer in their language.
Serve every customer in their own language, across email, chat, and phone, without staffing a separate team for each one. Every customer gets resolved, not just the ones who speak the language your team happens to.
Built on Salesforce.
Agentforce Contact Center · Agentforce Voice · Service Cloud · Commerce Cloud · Marketing Cloud · Data Cloud · MuleSoft · Slack
We don't bolt on someone else's tools. We push the platform you already trust, and we deliver it with AI, so it's live in weeks.
Proof
We'd rather show you than tell you.
A customer emails about a unit that stopped working. It becomes a case, the agent places where and when they bought and confirms the warranty, enrolls them, and sets up a replacement, checking that their existing accessories will still fit before it ships. All of it captured on one platform, in one flow, without the customer repeating themselves. We'll run it on your products. No slides.
Bring us your busiest support week.
Give us 30 minutes and a real stretch of warranty claims, replacements, and backlog. We'll show you how much of it you can resolve faster, prevent, and get off your team's plate.