Salesforce Service Cloud Introduction

26.03.2020
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Introduction to Salesforce

Salesforce is a CRM that is used to connect people and to share information. In this blog, we are going to discuss one of the core service – Salesforce Service Cloud and how it revolutionized customer support by making interactions easier between an organization and its customers. Now we will understand how Salesforce Service Cloud can add value to the business. First, we need to know the Salesforce Service Cloud, the need for it and what all services it provides to engage customers.

What is it?

Service Cloud permits users to automatize service processes, streamline workflows and find key articles, topics, and experts to support the agent. The purpose is to encourage the marketing relationships of every customer, across multiple channels and on any device. Service cloud can “listen” and reply to customers across the social platforms and automatically route the cases to a suitable agent. Salesforce Customer Success Platform also integrates Social customer service with it, which allows the social team to gather a comprehensive image of the customer to inform responses.
So, let’s get started with why an organization should choose Salesforce Service Cloud.

Why use it?

If a company deeply cares about customer service, then Salesforce Service Cloud is what the company should go for. Irrespective of whether the company in the B2C or B2B domain, Salesforce Service Cloud will have several customers raising tickets and queries on a regular basis. These tickets will be received by the service agents. Salesforce Service Cloud helps in tracking and solving these tickets efficiently. This is not the only way how the company can transform the customer experience.

    Features:-

  • Maximize Agent Productivity – Agents can work from anywhere if they are using Service Cloud. With the easy management options available (such as web-based application, mobile device, knowledge base), the agent productivity is enhanced leading to a reduction of overhead costs of agents.
  • Transforms client expertise – Client relations measure drastically increased – connecting one to one with each client via live agents. The company can increase its customer loyalty, satisfaction, and customer retention, leading to repetitive business from existing customers, increase in LTV (Lifetime Value) of its customers, make a positive word of mouth for its brand.
  • Security – The company’s data is completely safe and secure with the Service Cloud platform. It follows a multilayered approach to protect the information which is vital to its business.
  • Leverage Social Media Platforms – Company can also interact with its customers on social media such as Facebook or Twitter in real-time.
  • Case Tracking – Tracking helps in faster case resolution that leads to better management of a person’s day to day activities. Manual errors are also drastically reduced by case tracking.

To sum up, this Salesforce service definitely helps in improving a company’s operational processes leading to a better experience for customers. Based on a study done across companies using this Salesforce service, growth in performance metrics has been drastically increased.

What is the function of Salesforce Service Cloud?

Service Cloud permits users to automatize service processes, streamline workflows and find key articles, topics, and experts to support the agent. The purpose is to encourage the marketing relationships of every customer, across multiple channels and on any device.

What can be done with Service Cloud?

Service cloud can “listen” and reply to customers across the social platforms and automatically route the cases to a suitable agent. Salesforce Customer Success Platform also integrates Social customer service with it, which allows the social team to gather a comprehensive image of the customer to inform responses.

How does it maximize agent productivity?

Agents can work from anywhere if they are using Service Cloud. With the easy management options available (such as web-based application, mobile device, knowledge base), the agent productivity is enhanced leading to a reduction of overhead costs of agents.

How does it help in tracking a case?

Tracking helps in faster case resolution that leads to better management of a person’s day to day activities. Manual errors are also drastically reduced by case tracking.

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