Service Cloud
Customer expectations are changing at a lightning speed. Once you’ve delivered a subpar experience, there is so less you can do to win almost half of your customers back. When it is easier to avail higher quality services elsewhere, businesses should think “It is time we pledge to up our customer service and best represent our brand by keeping pace with current technology trends.”
In the US, companies overall are losing on $62 bn on account of “unhappy” customers. Infact, most of them would never really complain before leaving your product or service for good. And this is exactly where Salesforce can help you unlock your potential in treating your customers how they expect you to and WIN THEM BACK – with all things Service Cloud!
Service cloud is incredibly flexible facilitating streamlined communication with your customers over all channels from email, phone and online communities to chat, social media, and text.
What brings us here?
Service cloud from Salesforce is all about offering personalized experiences. It’s our commitment in getting our partners to help their customers through the cloud’s powerful and flexible capabilities. Our expertise in utilizing the deluge of data influx from various channels and systems that support readiness in customer interaction has made overall buying experience from “browsing your services” to “it’s been a remarkable experience availing your services” more defined.
Key Benefits
Responding to cases
Get an efficient and customized support process with ability to track customer issues, customize issues/cases as per your business requirements, contact them, learn their buying habits well, and service them through mobile devices as you’re on the go.
Route your agent’s workload
Route requests to most qualified agents, assist supervisors with operational intelligence, change queues to efficiently respond to requests, and automate to improve accuracy of support process that prioritizes, assigns, reply to, and escalate queries.
Channels to communicate
Offer as many channels of digitally communicating with your customers as you can to facilitate personalization – web form, phone, web chat, email, help center, community, video chat, channel-object linking, messenger, social media networks, and in-app features.
Bots that reduce the load
Bots allow for management of more complex requests by intelligently handling routine tasks such as order status, password resets, store locations, etc. Make your Einstein more effective and productive for more personalization by setting up auto-response and auto-escalation for cases.
Knowledge to everyone
A knowledge base that stores information about everything you do for clients, service agents, partners, and website visitors. This contains information on product FAQs, product storage capacity, and whatnot made available on communities, public websites, social media, and emails.
Reports on cases created
Let’s get the exact number of cases generated with associated emails, comments, contact roles, owners, suggested solution, suggested solution language, modified statuses, and history.
Enabling the support staff
Field Service Lightning is impressively customizable, mobile-friendly, and powerful given its core capabilities in record creation, technicians and their locations, location for inventory, service vehicles and customers, right technicians for scheduled orders, standardizing field service tasks, and tracks for service progress.
