Reckitt is a customer-centric global company whose brands fall into three categories: hygiene, health and nutrition. Its portfolio includes Lysol, Airwick, Enfamil, Durex and Scholl, along with Mucinex, Airborne and Neuriva. Through its products and educational initiatives, Reckitt aims to help individuals, families and communities live cleaner and healthier lives. The company sells through branded websites, retail partners and online marketplaces, including 16 Amazon markets, and its customer care team supports 18 brands.

Reckitt's customer care team supports 18 brands sold through branded websites, retail partners and online marketplaces around the world. Reviews and product questions arrive from many platforms, and each one is a chance to show consumers that the company is listening. Reckitt needed a way to standardise its responses across global markets, keep messaging consistent and on-brand, and understand the voice of the consumer across channels.

The scale of the task was growing. Reckitt was expanding its online business with Amazon globally and across other key marketplaces, and its customer care team needed to scale its ability to support customer needs without adding staff. A backlog of unanswered reviews and questions had built up. The changed digital landscape under COVID-19 then brought an exponential increase in review volume, adding urgency to the need for one place to monitor reviews, approve responses and measure performance.

In October 2019, Reckitt signed up for Salesforce Service Cloud through 1440, a Salesforce partner, to enable growth and provide detailed, up-to-date customer and product information. 1440 saw Service Cloud, part of Salesforce's Digital 360 approach, as an opportunity to deepen Reckitt's connection to the customer experience and improve its service.

On top of Service Cloud, Reckitt deployed 1440's signature solution, Reputation Studio. Reputation Studio gathers reviews and questions from nearly any platform into one digital location inside Service Cloud, so service agents can respond to reviews, pull reports and generate analytics from a single workspace. The tool gives agents a broader view of customers and more automated, intelligent service capabilities. Approval workflows ensure consistent, on-brand messaging for all 18 brands.

With the launch of 16 Amazon markets, its branded websites, and its retail partners and marketplaces all feeding into the tool, Reckitt now has cross-channel analytics to understand the voice of the consumer and to coordinate product, marketing and service strategy. The team continues to add and vet additional channels globally as it works to lead customer engagement in e-commerce.

• 100% response rate to reviews and questions within the required SLA across all monitored channels
• Backlog eliminated, with nearly 5,000 new product questions and reviews answered per month in North America alone
• Achieved with existing staff while COVID-19 drove an exponential increase in review volume
• Approval workflows keep messaging consistent and on-brand across all 18 brands
• Cross-channel analytics across 16 Amazon markets, branded websites, retail partners and marketplaces