In the service industry, business customer experience is all that matters, because experience is what the customer is left with after she consumes the service. For customer is fickle, a slight error may be enough to spoil your carefully nurtured brand image. Certain handholding is necessary, post-purchase. The Salesforce Service Cloud ensures that the customer always reaches you or you reach her. Post Haste! She is in touch with the right person (in the organization) at all times and over the media of choice. An immediate resolution or a promise of a speedy resolution is enough to keep consumer anxiety at bay. The responsiveness of an organization goes a long way in building strong customer relationships… for the customer always remembers when she receives immediate attention!
See Service Cloud in action
Watch this short video to learn more about the SalesForces Service Cloud and help you run your business better.
Instant, Omni-Channel Customer Support
Instantaneously provide personalized customer support. A customer may reach you via phone, email, chat, or a SMS messaging app, you can ensure that she is heard and her query resolved with LiveMessage. This can be a big factor in ensuring customer delight.
Boost Agent Efficiency
The Salesforce service cloud console displays all the relevant facts that the agent may glance through while interacting with the consumers. This keeps them well informed about the profile and past history of the particular customer, which may help win the day!
Speedy Complaint Resolution
Your technical support team will never be short of tools while addressing any onsite complaint. The Einstein AI ensures that they are well equipped and are able to resolve the complaint during the very first visit. This improves efficiency and saves costs, while keeping customer satisfied.
Customer Orientation Amongst Employees and Partners
Einstein analytics ensure that there is a deeper understanding about the consumer across the organizational ecosystem – Employees, partners, agents etc. One of the key success components of a service is consistency. The percolation of accurate and insightful information ensures that all organizational communication conforms to vision, policy and objectives. The dashboard also offers managers/team leaders a comprehensive performance overview of their teams and recommendation for improvement.
Empower Consumers to Help Themselves
Salesforce Service Cloud allows users to create self-help groups. These are custom branded communities that facilitate knowledge sharing, problem solving etc. by and for the consumers. Subject matter experts and helpful peers can be encouraged to take bigger roles, freeing up the technical team for more serious issues. This also acts as a key customer intelligence tool for the organization giving a feel of what users really have in mind
All cases and a record of every customer interaction available on a streamlined dashboard.
The automatically matches cases and maps agent skill-set and allots complaint to the agent best equipped to resolve them.
Integrate with the most popular CTI systems. Customers call can be managed from within the console.
Workflow and Approvals
Allows for customization and automation of customer service or approval process with the simplicity of drag-and-drop, using Workflow.
Social Customer Service
All customer posts on social media channels like Twitter, Facebook, Instagram, and others are monitored and can be speedily responded to.
Automation with Macros
Automates common, repetitive, multi-step tasks for enhanced agent bandwidth to resolve customer issues more efficiently.
Asset and Order Management
Salesforce Service Cloud is your vantage point to track customers’ assets, orders, support history, and more. The platform offers a complete view of all customer activity.
Lightning Service Console
Offers a 360-degree view of customers to agents, all the information is just a click away. As easy-to-use, intuitive interface enhances agent productivity. Make informed decisions with real-time reports.