December 30, 2020
Listen to this articleCustomer service is one of the most effective undertakings for any organization.
You need to engage with customers the right way by providing them the required resources without overwhelming them. But as a company grows, so does its need for customer support. Adding to agent headcount isn’t always scalable. That’s where you’ll look for a tool to handle customer support. Salesforce Service Cloud is an excellent solution for you that helps in delivering omnichannel customer service. It helps you allocate resources more efficiently with strategic data automation to enhance the way you deal with your customers. Here’s more on how Service Cloud capabilities can help you improve your customer support.
Service Cloud is built on the Salesforce Customer Success Platform to give you a 360-degree view of your customers. It enables you to deliver faster and personalized service to your customers. The Service Cloud helps you create a connected knowledge base, manage case interactions, and enable live chat – all over one platform.
Features of Salesforce Service Cloud
Salesforce Service Cloud is highly popular for its case-tracking and knowledge base features, but that’s not all. There are several other features offered by Salesforce Service Cloud that can improve your customer support. Read down to find out how.
With Salesforce Service Cloud, issues raised by the customers are automatically tracked and captured as cases. These cases can be two types:
Email-To-Case:
A case is created as soon as an email is sent to your company’s email addresses.
Web-To-Case:
A case is created when a request comes from the customer from the company’s website.
With Salesforce Service Cloud, users get Salesforce Knowledge which is a knowledge base for users, allowing them to edit, create, and manage content for providing solutions to customers’ queries. Knowledge articles are documents of information required to connect with the customers efficiently. The customers can reach the company’s website and look for solutions to their questions. This adds to the feature of self-help for the customers, which saves time for customer support representatives. But remember that you need to purchase a separate license for Salesforce Knowledge.
Communities are a proven method to collaborate with customers, distributors, business partners, resellers, and even suppliers for effective communication. Typically you cannot directly connect to these people, so Salesforce Service Cloud allows you to build communities as a channel to connect and share data when needed. Salesforce also comes with Success Community that can be accessed by a Salesforce user with their user ID and password. This community enables users to look for a lot of things like feed, articles, documentation, questions, and a lot of other details.
Salesforce Service Cloud offers a console for providing a unified agent experience. It helps in minimizing response time by placing the information together. The console allows you and your team to access everything, from customer profiles to dashboards and case histories. The users can access all of it from just one place. Even all communication channels you use connect to a single console, making ticket resolution a breeze.
With Service Cloud, you can leverage different social media platforms like Twitter and Facebook that will help in bringing more engagement towards your brand. It comes with Salesforce Social Studio that escalates customer requests to the team that manages social media. It helps interact with customers and online-ticket virtually, which helps with reputation management. It evens supports omnichannel engagement which allows you to pick up subtle cues and hints from the customers to understand their behavior and interests so you can serve them accordingly.
Live agents are a great way to conduct 1:1 customer interaction. Service Cloud allows agents to establish communication with chatbots and keyboard shortcuts. It even allows you to use snap-ins to chat with your customers through apps. This leads to faster real-time assistance, making customer service more productive.
It’s the customer service teams that are responsible for interacting with your customers and making them stay. For greater customer loyalty, you need to introduce your team to innovation and efficiency. If you are looking to scale up your customer support operations, look no further than Salesforce Service Cloud. And to do that, you’ll need a team that can build solutions for faster and comprehensive case-resolution for all service representatives.
