SAN FRANCISCO AND NEEDHAM, MASS – January 13, 2025 – In a move to redefine customer support, SharkNinja, a global leader in product design and technology, is adopting Salesforce Agentforce and other Salesforce solutions, including Commerce Cloud. This strategic implementation aims to fuel SharkNinja’s global expansion by enhancing its personalized customer service through the power of autonomous agents, creating an always-on digital support workforce.
SharkNinja, renowned for its innovative Shark and Ninja brands, has established itself as a household name worldwide. With a diverse product range spanning from Shark vacuum cleaners to Ninja kitchen appliances like blenders and air fryers, the company is committed to transforming everyday living. To sustain its impressive global growth trajectory, SharkNinja recognizes the need for scalable and efficient customer support solutions across over 30 international markets. The goal is to ensure a consistently seamless and satisfying shopping experience for every customer, regardless of location or time zone.
Agentforce, a cutting-edge platform layer from Salesforce, emerges as the key to unlocking this enhanced customer service. It empowers SharkNinja to build and deploy intelligent AI agents capable of autonomously performing actions across various business functions. This deployment of AI agents will enable SharkNinja to establish a 24/7 digital labor force, ready to assist customers at any point in their journey. These AI-powered agents will expertly guide customers through the purchasing process, promptly answer product inquiries, efficiently troubleshoot issues, and manage returns seamlessly. By automating these routine tasks, Agentforce will free up human agents to concentrate on more complex and impactful customer interactions, elevating the overall quality of service.
Velia Carboni, CIO of SharkNinja, emphasizes the critical role of innovation in their product development and customer interactions. “Innovation is the driver behind every product SharkNinja creates,” she stated. “It was crucial to find a tool that mirrored this innovation in our consumer interactions. We believe Agentforce is the key to building a loyal community and ensuring customers return as we continue to innovate and develop solutions that improve lives globally.” This forward-thinking approach underscores SharkNinja’s commitment to not only product excellence but also to providing a superior customer experience that fosters lasting relationships.
We believe Agentforce is this key to helping us build a community that keeps consumers coming back as we continue to grow and develop new problem-solving innovations that positively impact people’s lives in homes around the world.
Velia Carboni, CIO, SharkNinja
Adam Evans, EVP & GM of Salesforce AI Platform, highlights SharkNinja’s dedication to customer experience. “SharkNinja prioritizes quality, innovation, and an exceptional customer experience,” Evans noted. “Agentforce, by intelligently integrating customer data with service and support functions, allows SharkNinja to provide an outstanding experience at every touchpoint. This fosters strong customer loyalty and encourages repeat business, which is essential for sustained growth and success in today’s competitive market.”
Furthermore, Agentforce will empower SharkNinja to cultivate stronger brand loyalty by delivering highly personalized support interactions. By leveraging insights derived from customer data, including purchase history and service interactions, the AI agents can offer targeted solutions and product recommendations. This tailored approach ensures that each customer feels understood and valued, strengthening their connection with the SharkNinja brand.
Complementing Agentforce, SharkNinja will also implement Commerce Cloud to consolidate customer data from diverse sources into a unified, comprehensive view. This data integration will be instrumental in delivering even more personalized shopping experiences. By having a holistic understanding of each customer, SharkNinja can tailor product offerings, marketing messages, and overall interactions to individual preferences. The unified touchpoints provided by Commerce Cloud will also enable SharkNinja to more effectively track customer engagement across its expanding global customer base, gaining valuable insights to further refine their strategies and enhance customer satisfaction.
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* Any unreleased services or features referenced in this post are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available.
About SharkNinja
SharkNinja is a global product design and technology company, offering a diverse portfolio of highly-rated lifestyle solutions that positively impact homes worldwide. Driven by the trusted global brands Shark and Ninja, the company consistently brings disruptive innovations to market. This proven ability to develop successful consumer products has allowed SharkNinja to expand into numerous product categories, achieving significant growth and market share. Headquartered in Needham, Massachusetts, with over 3,300 employees, SharkNinja products are available through major retailers, both online and in physical stores, and via distributors globally. For more information, please visit SharkNinja.com.
