Customer service is of critical importance to your business because it’s key to retaining the customers you close and extracting more value from them.
Many companies makes the mistake of keeping customer service on low priority while allocating the budget.
However, Contrary to popular belief, your customer service team should be just as important as — if not more important than — the other teams.
After all, it’s the direct connection between your customers and your business.
How can we empower them to do the best, you asked?
Salesforce Service Cloud
Salesforce Service Cloud is a comprehensive service management platform that enables organisations to work with customers and channel partners to provide excellent service efficiently.
Service Cloud provides an enhanced intelligence service that allows for a full 360-degree view of each customer, to come up with resolutions across channels, and boost customer satisfaction by linking it directly to the entire organization.
Companies who have implemented Service Cloud in the past have witnessed up to:
22% Decrease in Support Cost.
26% Increase in Customer Retention
28% Increase in Agent’s Productivity.
31% Faster Case Resolution.
Let’s look at the key components of the Salesforce Service Cloud to understand how it can enable your customer service team to provide the optimum support to your customers.
The Lightning Console
It Increases agent’s productivity by putting all the information they need at their fingertips for a 360-degree view of customers.
It helps agents in resolving cases faster with easy visibility into the full context of all cases and a record of every customer interaction — all on a streamlined dashboard.
Workflow and Approvals
It allows to Customise and automate any customer service or approval process with drag-and-drop simplicity.
It helps in delivering smarter service by automatically matching cases to the agent with the best skill set to solve them.
It allows you to Integrate with the most popular CTI systems. Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.
Automation with Macros
It allows organization saving the time and effort of customer service team by automating common, repetitive, multi-step tasks to resolve customer issues more efficiently.
Account and Contact Management
It helps the team to be ready when customers reach out to agents with critical data about past communications right, at their fingertips.
Asset and Order Management
It enable the organization in tracking customers’ assets, orders, support history, and more, in one place for a complete view of their activity.