About the client

Funko builds fandom through collectible figures, plush toys, apparel, accessories, and digital collectibles. The company gives fans a wide range of ways to celebrate the characters and stories they love.

Challenge

As Funko’s business grew, its service team faced a sharp increase in customer inquiries tied to orders, products, and rewards. Higher ticket volume made it harder to respond quickly and keep workflows efficient. Funko needed a scalable way to automate common requests, track service activity, and give agents better visibility into each customer issue.

Solution

XCentium implemented Salesforce Service Cloud to help Funko improve speed, consistency, and visibility across service operations. The solution focused on automation, agent productivity, and more personalized customer support. 

XCentium integrated Salesforce Agentforce to support contextual responses using data from Salesforce Knowledge and Salesforce Commerce Cloud. The implementation included customer authentication, pre-chat forms, live agent transfers, and automated case creation. Common requests, including WISMO and rewards enrollment, were automated based on eligibility rules.

Service channels included Web-to-Case, Email-to-Case, and chat-to-case automation. Einstein service replies, macros, bulk actions, response templates, escalation handling, and SLA tracking helped agents manage work more efficiently. Automated Salesforce Surveys captured customer satisfaction feedback and gave Funko ongoing performance insight.

Outcomes

Funko improved service efficiency while keeping a fan-first support experience. Automation and macros reduced case resolution time, while context-rich agent responses helped improve first-contact resolution. 

WISMO automation reduced inbound volume, giving agents more time to focus on complex cases. Real-time sentiment tracking and SLA monitoring gave Funko’s service team better visibility and control across support operations. Automated surveys also helped Funko track and improve CSAT.

Technology

• Salesforce Service Cloud
• Salesforce Agentforce
• Salesforce Commerce Cloud
• Salesforce Surveys
• Crowdtwist
• Order Management System
• Marketplace integrations