About Funko

Funko has redefined the concept of fandom by creating a vibrant community centered around an ever-expanding collection of beloved characters. From collectible figures and plush toys to apparel, accessories, and digital collectibles, Funko offers fans a unique way to celebrate their passions. Whether you're expanding your collection or discovering a new favorite, Funko is a one-of-a-kind pop culture haven—dedicated to making the things that make people happy.
 

Challenges 
 

The rapid expansion of Funko’s business and a growing global customer base brought with it a new set of operational challenges:
 

Increased Ticket Volume: A surge in orders, coupled with a rising number of customer queries around products and rewards, led to a significant increase in support tickets requiring prompt resolution.

Workflow Efficiency: As demand and sales accelerated, Funko needed to reorganize its customer service workflows to maintain efficiency and reduce response times.

Need for Automation: To enhance customer satisfaction and meet growing expectations, Funko required a more advanced and scalable automation system that could streamline service processes and deliver faster resolutions.

Tracking and Visibility: With increasing site traffic and requests related to orders and rewards, Funko recognized the need for a more robust system to track, manage, and respond to customer inquiries effectively.
To address these challenges, Funko partnered with XCentium to implement Salesforce Service Cloud, drawing on XCentium’s deep expertise in eCommerce platforms and digital experience optimization.

Solution 

To support Funko’s growing service needs, XCentium implemented a Salesforce Service Cloud solution focused on automation, efficiency, and personalization. Agentforce was integrated to enable contextual responses using data from Knowledge and Commerce Cloud, along with features like customer authentication, pre-chat forms, live agent transfers, and automated case creation. Common service requests such as WISMO and rewards enrollment were fully automated based on eligibility rules, while real-time sentiment analysis helped agents prioritize effectively. 

Service Cloud channels included Web-to-Case and Email-to-Case and Chat to case automation. The customer service team is able to continuously improve Knowledge Base manually and using Einstein. Einstein service replies, Macros and bulk actions boosted their productivity. SLA tracking, escalation handling, response templates, and multi-case resolution tools streamlined workflows. Automated CSAT surveys provided ongoing performance insights.

The solution leveraged Salesforce Agentforce, Service Cloud, Commerce Cloud (SFCC), Marketplace integrations, OMS, Crowdtwist, and Salesforce Surveys—creating a unified platform that improved customer service speed, accuracy, and scalability.

Outcome

The XCentium-led transformation delivered measurable impact for Funko’s service operations and customer satisfaction:
 

-Significant reduction in case resolution time due to automation and macros.

-Improved first-contact resolution rates thanks to context-rich agent responses.
-Increased CSAT scores, driven by faster service, automated surveys, and personalized support.
-Agents reported higher productivity, managing multiple tickets with ease and leveraging AI-driven replies.
-The WISMO automation drastically reduced inbound volume, freeing agents to focus on complex cases.
-Funko’s service team gained visibility and control with real-time sentiment tracking and SLA monitoring.

Overall, Funko was able to scale its service operations efficiently while maintaining its signature fan-first approach.